Client Success Manager

Posted Mar 30

Who We Are:

Formerly the University of Maryland Global Campus Office of Analytics, HelioCampus was founded in 2015 to further adoption of advanced analytics in higher education. We subsequently acquired ABC Insights and AEFIS to optimize financial decision-making and assessment/accreditation processes, and to provide a more integrated approach to strategic planning and institutional effectiveness. Today HelioCampus is backed by professionals passionate about the impact of innovation on the mission of higher education.

What We Do:

HelioCampus helps colleges and universities measure and evaluate their effectiveness in fulfilling their mission by connecting investments with financial, operational, and student learning outcomes. We help our partners see the pathway to institutional sustainability.

How We Do It:

HelioCampus turns institutional data into a highly effective asset by combining powerful technology platforms with best practices from the field. Our solutions present data in ways that allow higher ed stakeholders to take informed actions and mitigate risk.

We couple unmatched institutional expertise with proven data models, insightful workflows and innovative software.

How You’ll Help:

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.

What You’ll Do:

  • 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%).

You’ll Be a Good Fit For This Role If You Have:

  • 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

Nice To Haves Include:

  • 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

Location:

HelioCampus has three locations, Bethesda, MD, Chapel Hill, NC, and Philadelphia, PA. This specific role is primarily remote, with occasional travel to an office or client site. Candidates who can travel to Bethesda, MD or Chapel Hill, NC in under 4 hours are preferred. Eastern time zone business hours are required.

Compensation and Benefits:

Flexible work schedule, 18 PTO days plus 15 paid holidays, medical/dental/vision coverage, parental leave, 401K, company-sponsored events, referral program, professional development program, home office perks, and snacks in the office.

What We Believe:

  • HelioCampus is an equal opportunity employer and 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.