Client Success Manager (DC Metro / Philadelphia/ R
Company: HelioCampus, Inc.
Location: Chapel Hill
Posted on: May 16, 2022
Job Description:
Job DescriptionSalary: HelioCampus, located in Bethesda, MD,
Chapel Hill, NC, and Philadelphia, PA, is a data-driven tech
company that serves higher education institutions. We empower
institutional effectiveness through assessment, benchmarking and
decision support via an enterprise analytics platform. Through
three complementary lines of business, HelioCampus helps
institutions measure and evaluate their effectiveness in fulfilling
their mission by connecting investments with financial and student
learning outcomes. With data from every corner of campus,
HelioCampus takes a comprehensive, data-informed approach towards
continuous improvement and learner success as a methodology to run
an institution.We are seeking an energetic, self-motivated Client
Success Manager (CSM) with demonstrated experience in project
management, platform implementations, and client success. As a CSM
with HelioCampus, you will serve as the direct contact for
university clients and lead the internal project planning for the
corresponding platform implementations, onboarding, and adoption.
You will be part of an agile and growing team responsible for
obtaining working with client stakeholders, managing project
tasks/timelines, and providing insights and presentations, all
while maintaining strong client relationships.Client Success
Managers support clients across all HelioCampus lines of business,
and this role typically focuses efforts on the Decision Support /
Enterprise Analytics Platform:Serve as day-to-day HelioCampus
contact working closely with our client stakeholders to understand
their business processes, conduct and facilitate data validation,
manage configuration and customization of HelioCampus dashboards
and data visualizations, and provide training to our client
end-users. Key Accountabilities & Responsibilities:
- Project Management: Provide overall project management for the
relevant HelioCampus platform implementation, including the
development and maintenance of a project plan and risk register,
facilitation of project status meetings, and communication of
weekly implementation or success plan updates.
- Client Reviews and Discovery Sessions: Conduct discovery
sessions and client success reviews to understand client business
processes and needs, requirements, use cases, and challenges.
- Documentation and Presentations: Prepare and deliver technical
and functional documentation and presentations such as data
dictionaries, end user guides, training, use case and best practice
presentations, etc.
- Training: Train end users on the use of the relevant
HelioCampus platform.
- Support and Escalation: Provide functional support for and is
the initial escalation point for assigned clients and projects,
working as the client advocate with internal teams such as
Technical Development/Engineering, Product Management, Data
Analysis, and Client/Product Support.
- Relationship Management: Work proactively to ensure strong
client relationships and renewals by monitoring client health
indicators such as adoption, engagement, and advocacy.
- Sales Referrals: Provides sales teams with warm leads and
contacts, based on knowledge of client priorities, needs, and use
cases.
- Travel: Travel to client/partner institution sites as needed
(no more than 10%). Required Skills & Qualifications:
- Bachelor's degree from an accredited institution of higher
learning
- 3+ years of relevant, professional-level experience (5+ years
at Senior CSM level)
- Strong communication, planning, and organizational skills
- Exceptional client service and relationship management skills,
across organizational levels (including senior executives)
- Proven ability to juggle multiple projects at a time, while
maintaining sharp attention to detail and collaborative internal
and external relationships
- Ability to work well in a distributed team environment
Preferred Skills & Qualifications:
- Previous experience in technology implementation/consulting
and/or higher education
- Knowledge of higher education Student Information Systems (SIS)
such as Peoplesoft, Banner, or Workday
- Knowledge of higher education learning and assessment systems,
such as Canvas or Blackboard
- Prior experience with:
- Data analysis and analytics technologies (data warehousing,
data visualization tools, SQL, Excel)
- Team collaboration and project management tools such as
Confluence, JIRA, Smartsheet, Trello
- Similar SaaS products Position may be filled at the Senior
Client Success Manager (CSM) level, depending on qualifications and
experience.Compensation and Benefits:HelioCampus offers employees a
competitive salary along with paid time off, healthcare, vision,
dental, 401(k) w/ company match, remote work flexibility, and a
fun, collaborative work environment.HelioCampus is an equal
opportunity employer all qualified candidates will receive
consideration for employment without regard to race, color,
religion, sex, sexual orientation, gender identity, national
origin, disability or veteran status.
Keywords: HelioCampus, Inc., Chapel Hill , Client Success Manager (DC Metro / Philadelphia/ R, Executive , Chapel Hill, North Carolina
Didn't find what you're looking for? Search again!
Loading more jobs...