At EduNav, our vision is a world where students from all backgrounds can seize the economic and social benefits of higher education. We’re making this vision a reality through our academic planning, degree discovery, and academic mobility solutions, which empower higher ed institutions to graduate more students.
Our Customer Success team is dedicated to helping our college, university, and state system partners meet their student success goals. This team guides each institution through implementation and then sticks by their side long after launch to offer the hands-on support that sets our SaaS company apart. As we expand our national footprint, we’re looking for an experienced EdTech customer success professional to focus on the Southeast and Mid-Atlantic regions. This is a remote position, but the ideal candidate will be located near a major airport and be able to travel to customer sites as needed. We are particularly interested in candidates with a proven track record of supporting Hispanic-Serving Institutions (HSIs) and Historically Black Colleges and Universities (HBCUs).
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 solution suite and use these skills to help customers fully realize the value of the solutions
- Provide weekly updates on deployment status to customers and EduNav leadership team
- Support the sales process as needed
Requirements and skills
- 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
- Experience supporting HSIs and/or HBCUs preferred
- Additional experience working for a US higher education institution in one of the above areas preferred but 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
- Ability to travel up to 20% to customers across the Eastern and Central time zones, with occasional travel to the rest of the US
- Bachelor’s degree or equivalent required