Customer Implementation Consultant

About Ellucian

Ellucian powers innovation for higher education, partnering with approximately 3,000 customers across 50 countries, serving more than 21 million students. Ellucian's AI-powered platform, trained on the richest dataset available in higher education, drives efficiency, personalized experiences, and strengthened engagement for all students, faculty and staff. Fueled by decades of experience with a singular focus on the unique needs of learning institutions, the Ellucian platform features best-in-class SaaS capabilities and delivers insights needed now and into the future. These solutions and services span the entire student lifecycle, including data-rich tools for student recruitment, enrollment, and retention to workforce analytics, fundraising, and alumni engagement. Ellucian's innovative solutions, vast ecosystem of partners and user community of more than 45,000 provides best practices leading to greater institutional success and achieving better student outcomes.

About the Opportunity

We are looking for a technically savvy Customer Implementation Consultant who is organized, able to thrive under pressure, and possesses a strong ability to drive results. Implementation Consultants act as the day-to-day point of contact for customers during implementation, ensuring each customer’s success as it relates to performance, functionality, and configuration of our products. Implementation Managers effect a positive new user experience and seamless product onboarding experience.  Implementation managers are responsible for understanding each customer’s goals and helping them complete implementation efficiently so they can start to experience the value derived from their investment in our products. 

 

A successful candidate will be a self-starter, analytical, and possess an aptitude for learning new software.  They must be a highly experienced and well-trained professional with a passion for learning new technologies with the ability to bring clarity to a dynamic and complex process. We have a lot of fun, we are innovative, we work hard, and we always give our best! We are fast paced (understatement) and passionate about helping schools eliminate financial barriers that keep students from completing their journey in higher education. If you love being an advocate for customers and thrive in a multi-tasking environment, we want to hear from you.  

 

 

Where you will make an impact

• Foster a strong understanding of the implementation process options and solutions offered with our products 
• Meet with sales to understand the business goals for each implementation 
• Own and implement a post-sale project plan to manage implementation of our products 
• Demonstrate product value by helping customers determine configuration details and best practice use of our products in line with their business needs 
• Introduce customers to best practices for continued optimization  
• Efficiently deliver hands on training and webinars to customers, as needed 
• Troubleshoot technical issues reported by customers during the implementation process and provide solutions 
• Conduct weekly meetings with customers, keeping them engaged and on track to go-live 
• Clearly communicate with customers  
• Stay updated on product changes, best practices, and alternative solutions to meet customers’ needs 
• Update internal implementation tracking systems in a timely and accurate manner for cross-departmental visibility and reporting 
• Use analytical and logical reasoning to discover areas for optimization, identifying useful information to support decision-making 
• Lead customer through implementation plan, including setting targets for milestones and adhering to deadlines 
• Develop a deep understanding of the customers’ needs, providing a timely response to all inquiries  
• Seamlessly transition customers to post implementation adoption phase
• Work as a team to build a world class Customer Success department 

 

What you will bring

• 2+ years of relevant project management experience  
• 2+ years of Implementation experience – preferably in complex software applications 
• Excellent communicator with strong influencing skills 
• Strong organization and time management skills 
• Proven ability to provide expert advice regarding the value of the product  
• Must be resourceful with the ability to critically think through interpersonal and technical situations and challenges 
• A problem solver, with a high level of intellectual curiosity 
• Possesses strong organizational skills and exceptional project management skills 
• A team player that works well with internal stakeholders, as well as external stakeholders 
• Adept customer relationship manager who can engage in business-level and technical conversations at multiple levels of the organization 
• Proactive, self-motivated, dependable, and able to meet deadlines with a high level of autonomy and accountability 
• Excellent follow-up skills 
• Ability to manage a mix of projects with varying levels of complexity at the same time and at different stages 
• Comfortable learning new technologies 
• Knowledge/Expertise with all products within Financial Aid or Enrollment   
• Has a strong presence and inspires confidence in clients and the senior management team 
• Excellent problem-solving skills and consistently solutions focused. 
• Proven background in following and implementing processes and products 
• Ability to use knowledge and expertise to identify solutions to meet client / company requirements 
• Possess strong industry knowledge 
• Proven track record of strong customer relationship management 

What makes #Ellucianlife

• Comprehensive health coverage: medical, dental, and vision 
• Flexible time off 
• Thrive Flex Lifestyle Account (LSA) that allows you to contribute towards your health, financial or learning interests
• 401k w/ match & BrightPlan - to help you save for the future
• Parental Leave
• 5 charitable days to support the community that supports us
• Telemedicine
• Wellness
  • Headspace Care (mental health)
  • Wellbeats (virtual fitness classes)
• RethinkCare & Wellthy– caregiver supporq
• Diversity and inclusion programs which provide access to internal employee resource groups 
• Employee referral bonuses to encourage the addition of great new people to the team
• We Foster a learning culture with:
  • LinkedIn Learning
  • Education Assistance Program 
  • Professional development opportunities

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