Unlock Learning For AllHere at Ellucian, we are motivated by a mission - power education so institutions can empower student success. We are the global market leader in EdTech for higher education, serving more than 2,900 customers and reaching over 22 million students in 50 countries. We are dedicated to helping higher education unlock learning for all by providing solutions that support the entire student lifecycle and deliver insights needed now and into the future.
We embrace the power to lead, the courage to innovate, and the determination to grow. At our core, we believe in humanizing our approach, recognizing that our people are our greatest strength. With a shared vision of transformation, we endeavor to shape a brighter future for higher education.
About the OpportunityEllucian is seeking a talented individual that has advanced, power user, functional, hands-on, working knowledge of CRM Recruit and CRM Advise for a Consultant role that is looking for an opportunity to continue learning and helping Ellucian customers. This role provides personalized, on-going guidance and support for CRM Recruit and CRM Advise customer business operations post-implementation, enabling customers to maximize value from their solutions. The role also works closely with the customer by building a relationship with their points of contact, understanding their business needs, troubleshooting and resolving operational issues, and assessing the customer’s current use of and knowledge of the Ellucian solution.
Where you will make an impact
- Meet regularly (typically weekly) with each customer to maintain open communication.
- Work with customer to gain an understanding of their goals, priorities, processes and challenges related to the supported applications.
- Provide guidance and assist with reviewing, planning and deploying changes and new functionality.
- Work with customers to review and modernize existing business processes, troubleshoot and resolve operational issues, provide direction on how to implement new modules or functionality in {Colleague/Banner}, and provide proactive communications about new functionality or defects.
- Conduct knowledge sharing sessions in response to specific customer needs.
- Promote customer usage of Ellucian resources such as the Solution Center, product documentation and Communities.
- Problem solving to diagnose a problem, gather supporting evidence to present to others to help solve the problem.
- Configuring client systems in alignment with client needs and provide training in the use and upkeep of applications and technologies.
- Take active role in leading, identifying, communicating, and advancing internal process improvement suggestions/initiatives.
- Participate in Ellucian company-wide cross-departmental initiatives as required.
- Provide excellent higher education client service and timely problem resolution to reported issues.
- Consistently maintain established client satisfaction rating for services provided.
What you will bring
- Strong commitment to working well with others, collaboratively and constructively.
- Strong ability to work in a very fast-paced, high-profile, change-intensive environment.
- Ability to map out a business process using flow chart software such as Visio, Draw i.o, or Lucid Chart.
- Experience as a Business Analyst is a plus.
- Microsoft Dynamics CRM /365 experience is a plus.
- Microsoft Dynamics CRM certification is a plus.
- Basic understanding of Microsoft products including IIS, Windows server, Active Directory, and SQL Server is preferred.
- Ability to read and understand programming languages such as SQL, Java, .Net, HTML or CSS is helpful.
- Dedicated to customer service.
- Passion for technology and software is a must.
- Inherent curiosity for demystifying the black box of technology, understanding why things work the way they do in addition to how they work.
- Demonstrated aptitude for logical application of problem solving techniques. Ability to deconstruct complex technical issues to identify root cause issues.
- Strong communication and analytical skills.
- Strong problem-solving abilities.
- Focus and experience in achieving client outcomes.
- Demonstrated ability to communicate technical concepts to non-technical resources.
- Advanced presentation skills.
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 support
- 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:
- Education Assistance Program
- Professional development opportunities
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