Information Technology

Client Success Manager

Remote   |   Full time

This is an opportunity to help establish the early foundations of SaaS applications. You will be working with an experienced team of technologists and product developers who know the market well and have previously succeeded in this space. Product users will include students, faculty, and staff from around the world. We need you to help figure out the best way to solve customer problems and to create impactful and attractive product designs to achieve that. If you are stronger at one of those than the other, let's talk. We'll make room for great talent. Our goal is to grow rapidly and build a large and sustainable business that enhances the learning experience for students and universities around the world. We've done it before and we plan to do it again. Along that journey, there should be a lot of opportunities for you to grow and challenge yourself. Compensation is competitive and salary/equity mix can be negotiated depending on your needs and what you bring to the table.


Requirements 

  • Provide technical support to clients and end-users adhering to documented SLAs.

  • Develop reporting for support ticketing, system usage, and product costs as needed.

  • Lead requirements elicitation, prioritization, and documentation from stakeholders.

  • Validate with stakeholders to ensure that requirements are written clearly and with enough detail to be both implementable by engineering and testable during quality assurance.

  • Serve as a technical liaison to communicate requirements to the development team and facilitate detailed requirement gathering with stakeholders during the development lifecycle.

  • Assist project management in release planning to ensure that stakeholder vision and priority is represented.

  • Facilitate requirement traceability, categorization and management.  

  • Work as a liaison among product owners in order to understand the structure, policies, data, and operations of the organization.

  • Responsible for maintaining a deep awareness of how the business operation works and helping the stakeholders identify problems early to generate creative solutions and ideas. 

  • Perform other job-related duties as assigned.


Qualifications 

  • Bachelors in a relevant field of work or equivalent work experience.

  • 2-4 years of technical support and solution management.

  • Clear and concise written and verbal communications are required.

  • Must have a successful track record of meeting deadlines in an environment where competing priorities are the norm.

  • Demonstrated experience with one or more of the following; process design, problem-solving, creative thinking, organizational skills, and efficient time management. 

 

Additional Information

Individuals seeking employment at eLumin are considered without regard to race, color, religion, national origin, age, sex, marital status, ancestry, physical or mental disability, veteran status, gender identity, or sexual orientation.


Your application will be kept confidential according to EEO guidelines.

Submit Your Application

You have successfully applied
  • You have errors in applying
Cover Letter