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Customer Success Manager

Location: 

Milton Keynes, MIK, GB

Req ID:  1633
Level of experience:  Mid-Career
Remote:  Yes
Travel Required:  25%-50%

The Customer Success Manager (CSM) is responsible for driving long term customer success and adoption of Ellucian products within a defined set of customers.  S/he will serve as a primary point of contact representing the customer.  The CSM will build strong relationships with customers and become a trusted advisor to the customer.

Responsibilities:

  • Evangelize capabilities of Ellucian Solutions
  • Optimization of the application, subscription or service; Customer retention including supporting and/or executing the renewal process; cross-sell/up-sell
  • Be the Voice of the Customer
  • Conduct regularly scheduled communications with customer influencers and decision-makers
  • Receive, respond to, and route products and services related inquiries to appropriate team members
  • Identify risks to the customer in achieving their stated business goals and develop a risk mitigation plan
  • Customer Advocacy; secure customer references
  • Track and enter data into systems of record; reporting and updating customer information
  • Coordinate adoption tracking activities
  • Serve as the escalation point for communications and issues
  • Collaborate across functional teams. Maintain and establish positive, productive working relationships with other Ellucian departments
  • Interact with key influencers and decision-makers within assigned customer portfolio
  • Strong understanding of enterprise solutions
  • Perform miscellaneous job-related duties as assigned

 

Position Requirements

 

  • Bachelor's degree or equivalent combination of education and experience
  • 3-5 years of experience in a related industry preferred
  • 2+ years of experience managing critical customer issues with senior management preferred
  • Knowledge of higher education solutions preferred
  • Must have the ability to work with multi-functional teams in virtual and face-to-face environments.
  • Exceptional interpersonal, organizational and communication skills (verbal and written)
  • Excellent presentation skills
  • Excellent problem-solving skills
  • Be a "self-starter" committed to customer satisfaction/delivery and able to respond to rapid change within the business.
  • Excellent collaboration acumen, ability to multi-task, and to work in a fast-paced and demanding environment
  • Proven ability to manage customer relationships with sales organizations
  • Action oriented, take charge attitude, and high accountability

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