23 days old

Adoption Consultant, Student Engagement

Campus Management
Boca Raton, FL 33433
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  • Job Code
    132192187
Campus Management

Summary:

The Adoption Consultant serves as the primary point of contact for a portfolio of member campuses using Student Engagement products post-onboarding. The individual who serves in this role is expected to develop proactive strategies to audit and strengthen product adoption among our member base. In addition to documenting campus goals and implementing strategies to help member campuses succeed, the Adoption Consultant is also required to monitor and mitigate renewal risk while building referenceable campus contacts and case studies.

Responsibilities:

  • Proactively manages the success of a portfolio of assigned member campuses using the Student Engagement solutions to deliver consistent value across the entire lifecycle.
  • Sets clear goals for product adoption and deploys strategies focused toward those goals, developing success plans and sharing key milestones with the campus.
  • Advises campuses on best practices for designing, adopting and enhancing their use of the tools, serving as an expert on both the product and the practice area it supports. Builds and maintains strong and diverse campus relationships by maintaining high levels of engagement and communication.
  • Identifies, evaluates and escalates risk, and executes strategies to mitigate and/or de-escalate risk, working collaboratively with Customer Experience Managers (CEMs) to prepare them for renewal conversations.
  • Drives brand advocacy in the form of references, testimonials, and sharing of stories via case studies, webinars, or other forums.
  • Resolves customer issues, alone and through collaboration with other Anthology teams.
  • Assists in driving and identifying potential expansion revenue.
  • Develops reports or presentations to demonstrate ROI and success of product adoption.
  • Documents notes, interactions, and milestones in our customer success platform; performs data-driven reviews and analysis on portfolio to prioritize time and demonstrate outcomes.
  • Attends corporate and industry events as company representative.
  • Develops and shares best practices with team members to continually improve the quality, effectiveness, and efficiency of our processes.
  • Provides feedback, guidance, or support for special projects as requested.
  • Other tasks as assigned

Education:

One of the following required:

  • Masters in higher education, educational technology, instructional design, or another related field
  • Two years hands-on experience with Anthology (formerly Campus Labs) Student Engagement products (Engage) with competitor products or related experience

Qualifications/Experience:

  • A minimum of five years of experience in the higher education sector, including positions with associations, non-profits, and educational technology companies; positions of progressive responsibility preferred.
  • Strong knowledge of assessment principles and experience applying them in an educational setting
  • A minimum of one year of experience demonstrating skills in customer success, consulting, customer service, or relationship management
  • Direct experience implementing or using Student Engagement tools or other educational technology platforms desired
  • Knowledge of higher education practices, policies, and research, as well as the ability to continue to develop expertise over time
  • Ability to travel up to 25% of the time

Skills/Competencies:

  • Hands-on experience with a customer success platform such as Gainsight
  • Hands-on experience with a CRM such as Salesforce
  • Exceptional relationship building skills
  • Excellent interpersonal skills, specifically in being able to teach and coach
  • Can solve problems using own critical and creative thinking skills, with an emphasis on innovation
  • Professional demeanor and executive presence
  • Ability to handle difficult and challenging situations with autonomy, effectiveness and resiliency
  • Exceptional communicator with ability to leverage written and verbal skills in phone, email, web meeting, and in-person conversation and presentation forums
  • Observant and effective listener; able to ask questions, spot trends, and draw conclusions in a consulting context
  • Customer service and solution oriented
  • Effective time and priority management skills
  • Strong project management and process development skills
  • Quick and self-motivated learner
  • Tech savvy
  • Employs a positive outlook and collaborative attitude
  • Passionate about education and technology
All qualified applicants will receive consideration for employment without regard to race, color, sex, sexual orientation, gender identity, religion, national origin, disability, veteran status, age, marital status, pregnancy, genetic information, or other legally protected status.



PI132192187

Posted: 2021-03-18 Expires: 2021-04-19

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Adoption Consultant, Student Engagement

Campus Management
Boca Raton, FL 33433

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