The Sr. Customer Success Manager is responsible for leading the customer success efforts and team for Latin America in order to drive long term customer success and adoption of Ellucian solutions for customers in the LAC Region. The Sr. Customer Success Manager ensures that they and the members of their team serve as primary points of contact representing the customer needs and goals within the organization. In addition, the Sr. Customer Success Manager will work with the various lines of business within the region, along with their team to:
- Build strong relationships with customers and become a trusted advisor to the customer.
- Facilitate customer success readiness efforts to ensure communication, feedback and collaboration throughout Ellucian.
Position Level Summary
Qualifications
: To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
Essential Duties and Responsibilities:
- Ensures customers derive maximum value and benefits with their investments in Ellucian products.
- Ensures continual communication with customers regarding current and upcoming product features and how these can be utilized by customers to address their business needs.
- Strong understanding of Ellucian product features and benefits as it relates to customer needs.
- Engages with product teams and customers to ensure effective communication of product roadmaps and their influence on customer activities.
- Maintains staff by recruiting, orienting, and developing training plans; maintaining a safe, secure, and legal work environment.
- Maintains and establishes positive, productive working relationships with other departments within Ellucian.
- Establishes team and individual goals in accordance with company and departmental goals; keeping the team focused and motivated in order to advance staff development both personally and professionally.
- Accomplishes staff results by communicating job expectations; planning, monitoring, and evaluating job results regularly; coaching, counseling, and disciplining employees when necessary; conducting performance reviews.
- Plans and oversees strategic, operational, and administrative initiatives, projects, and/or services of broad significance to the department within the designated functional area of focus.
- Actively participates in strategic planning and program development with other leaders across the company.
- Ensures best practices are maintained and communicated.
- Provides strategic recommendations to senior leadership.
- Comprehensive applied senior level knowledge and expertise within the specified functional area of focus.
- Highly skilled in examining operations and procedures with recommendations for improvement.
- Ability to analyze complex problems and interpret department needs.
- Performs miscellaneous job-related duties as assigned.
- Works closely with directors and above to sustain and grow programs and service.
Position Requirements
Education/Experience:
Bachelor’s degree or the equivalent of 5+ years of work experience working with large complex teams and projects.
Communication Skills:
Must have superior communication and interpersonal skills. Must be able to understand the various levels of technical skills and knowledge of individuals within the group. In addition, must be able to create and maintain positive, productive working relationships with both technical and non-technical members. Must have written and verbal fluency in Spanish. Knowledge of Portuguese is also preferred but not required.
General:
Works independently with nominal supervision and sets priorities for multiple task assignments. Must be able to strategize at superior levels with proven results. Excellent managerial skills are required. Must be flexible with work schedule. Experience and proven results in leading teams throughout Action Line.
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