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Client Success Manager (DC Metro / Philadelphia/ R

Company: HelioCampus, Inc.
Location: Bethesda
Posted on: May 15, 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 Assessment Platform:Serve as day-to-day HelioCampus contact working closely with our client stakeholders, leading onboarding and implementation, as well as success planning. Functions as Assessment (AEFIS) Platform subject matter expert (SME) providing guidance, capturing client feedback and requests, while serving as escalation point and client advocate. 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., Bethesda , Client Success Manager (DC Metro / Philadelphia/ R, Executive , Bethesda, Maryland

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