Customer Success Manager

Customer Success Manager/Implementation Consultant

EduNav is an award-winning technology company for higher education. Our solutions help colleges and universities graduate more students in less time and optimize institutional resources. EduNav is based in Silicon Valley and is backed by Learn Capital and Opus Capital, Lumina Foundation, Strada Network and Ascendium. 

 

We are looking for an experienced ed tech professional to lead implementations of the EduNav suite of degree-completion solutions at our 2- and 4-year customer institutions. The ideal candidate will have a combination of consulting and project management skills needed to lead implementation planning sessions and coordinate all technical and functional activities needed to deploy and launch EduNav products according to a defined project workflow. However, this is not a project management position: we are looking for a creative problem-solver who will work creatively with our customers and EduNav’s technical teams to ensure we meet our customers’ goals. This role requires a motivated self-starter who both our customers and the EduNav team will trust to make every launch successful.

 

This position will also be responsible for supporting account management of ongoing accounts: coordinating annual data reviews and updates and facilitating communication with EduNav’s support and engineering departments during system upgrades or in case of major technical issues with a customer.

Job responsibilities:

  • Coordinate all implementation and ongoing deployment activities with assigned customers, including (but not limited to)
    • Leading planning and kickoff engagements
    • Building and managing to an implementation timeline with the customer
    • Serving as the main point of contact/escalation for customers during implementation, deployment, and launch
    • Coordinating resources from multiple EduNav departments as needed during each phase of implementation, deployment, and launch and ensuring clear, timely communication between these departments and the customer
    • Delivering product training using a train-the-trainer model
    • Conducting regular (weekly/bi-weekly) check-ins with all assigned customers and ensure all agreed-to action items are executed in a timely manner
  • Over time and with experience, become a functional expert in the EduNav product suite and use these skills to help customers fully realize the value of the products
  • Provide weekly updates on deployment status to customers and EduNav leadership team
  • Support the sales process as needed

Required skills/experience:

  • 5+ years’ experience implementing SaaS education technology solutions to higher education institutions (both 2- and 4-year), particularly services related to instruction, advising, registration, and/or institutional effectiveness
  • Additional experience working for a US higher education institution in one of the above areas preferred by not required
  • Experience working with or implementing degree-audit systems preferred
  • Strong customer-management and consulting skills
  • Excellent verbal and written communication skills
  • Comfortable working remotely with remote teams
  • Self-motivated, able to manage day-to-day activities effectively with little supervision
  • When it is safe, ability to travel up to 20% to customers across the US
  • Bachelor’s degree or equivalent required

What we offer:

  • Competitive salary commensurate with experience plus performance based bonus structure
  • Comprehensive health coverage: medical, dental and vision
  • Paid time off and paid holidays
  • 401k plan with company match
  • Life insurance
  • EduNav is an Equal Employment Opportunity Employer and considers all qualified applicants without regard to race, color, religion, sex, sexual orientation, gender identity, age, marital status, national origin, veteran status, disability, or any other legally protected class.

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