Skills we're looking for:

• Ensuring a successful software implementation experience for clients across all of our products by learning our product suite inside and out

• Ability to manage 15 to 25 implementations across products and implementation stage

• Ability to train customer project team and key stakeholders on our company full product suite

• Manage all key implementation phases by driving and maintaining project plans, assigning timelines/resources and advising clients on how to become successful using our products

• Manage communication to the project team during implementation and to key stakeholders post implementation

• Utilize existing delivery methodology while continually adding feedback and insights to our processes

• Develop a deep understanding of company suite of products; help create and document best practices for implementation and customer success (e.g. toolkits; prioritized enhancements, etc..)

• Develop and manage the relationships within your assigned projects and demonstrate value to key stakeholders

• Retain, grow and expand customer relationships, business outcomes, and manage the overall health of clients to support growing revenue

• Owner of customer health post implementation based on usage, product adoption and overall satisfaction metrics

• Act as main advocate on behalf of the customer post implementation, capturing product feedback, handling escalations and analyzing customer health metrics

• Proven ability to train groups of varying size and skills on product configuration, usage, workflow, policy, nuances, requirements, and other topics as needed

• Ability to troubleshoot and resolve advanced technical issues

• Working with other departments to prioritize, coordinate, and apply resources where needed

• Be an internal champion that handles client issues, escalating appropriately and tracking to completion

• Step in as a point of escalation for complex cases routed from Customer Support

• Ensuring 100% satisfaction for your assigned implementations

Ideal candidate qualities:

• Excellent time management and multi-tasking skills

• Ability to effectively prioritize multiple deadlines, resources and activities 

• Ability to troubleshoot advanced technical issues

• Passion and enthusiasm for improving client experience with our  products and services

• Excellent verbal and written communication

• Strong work ethic and positive attitude

• Ability to think critically and troubleshoot swiftly, specifically when presented with an issue where you must ask questions to get to the root of the problem 

• Higher Education industry and/or technology implementation experience a plus

• Ability to envision and implement global implementation strategies that maintain a strong level of consistency, customer focus, and flexibility to meet host-country/client needs