Responsibilities
- Partner with Implementation at the close of onboarding to review handoff artifacts — configuration summaries, integration overviews, known issues, open items, key workflows and flag anything that needs resolution before CS takes full ownership
- Participate in handoff calls when complexity warrants it, ensuring the receiving AM understands what was built, why, and what to watch for in the first 30–90 days
- Proactively identify configuration risks or adoption blockers that could become retention issues and escalate them to the right internal owners before they surface as customer problems
- Serve as the primary technical resource for the AM team: the first stop for platform questions, configuration issues, workflow logic, reporting questions, and integration-related troubleshooting.
- Join customer calls when technical depth materially changes the outcome — QBRs, escalations, complex workflow discussions, AI strategy sessions, platform design conversations
- Coach AM’s on platform fundamentals, AI agent logic, and integration concepts so they can independently handle more complexity over time
- Build and maintain internal enablement assets: troubleshooting guides, FAQs, how-it-works explainers, and repeatable patterns that raise the technical floor across the CS org
- Lead technical discovery on post-go-live needs and translate vague pain into concrete requirements and a recommended approach
- Provide solution options with clear tradeoffs — configuration approach, workflow design, data implications, effort and risk — so AMs and customers can make decisions confidently
- Facilitate technical working sessions with Enrollment Ops and IT stakeholders to unblock decisions, clarify requirements, and align on next steps
- Produce lightweight solution artifacts — requirements summary, proposed approach, dependencies, risks, definition of done — that enable clean execution by the right internal team.
- Own post-go-live technical solutioning across two tiers. Tier 1 — configuration, troubleshooting, workflow guidance: own and deliver directly. Tier 2 — new integrations, significant build, or complex projects: lead discovery, package the scope, and hand to PS for execution. For Tier 2, coordinate with Sales on timing before anything is communicated to the customer.
- Act as the triage point for post-go-live needs flagged by AMs — assess whether the need is Tier 1 or Tier 2 and route accordingly.
- Own technical escalations from CS: diagnose platform, configuration, and workflow issues, identify root cause, and drive resolution — often without Engineering involvement
- Coordinate with Support and Engineering on issues that require product-level investigation; translate technical findings into clear updates so AMs can keep customers informed without getting lost in the weeds
- Establish a clear escalation operating rhythm — intake, prioritization, expectations, communication norms — so AMs know what to expect and trust the process
- Track recurring escalation themes and surface them as structured signals to Product, Support, and Implementation — patterns are roadmap input, not just tickets
- Stay current on releases and proactively brief the CS team on what changed, what matters, and how to use it with customers
- Maintain deep fluency across Element451: CRM configuration, student journey logic, AI agent behavior, communication workflows, application management, and reporting
- Develop and document best-practice patterns for common higher ed use cases — segmentation design, journey architecture, communication cadence, governance models — to support AM conversations and QBR recommendations
- Act as a connector across CS, Implementation, Support, and Product — translating real customer friction into actionable internal feedback
- Help CS leadership identify systemic issues across the portfolio — configuration drift, adoption gaps, recurring confusion — and propose fixes that scale
- Contribute to a durable knowledge base: document what you learn, standardize what you solve, and reduce the cost of every future escalation
Requirements
- 4–7 years in a technical, customer-facing role in B2B SaaS — Customer Success Engineer, Technical Account Manager, Solutions Consultant, or an implementation-adjacent CS role
- Direct experience with a higher education CRM and the workflows it supports — Element451, Slate, Salesforce Education Cloud, Ellucian CRM Advance, TargetX, or similar strongly preferred
- Strong technical discovery skills: you can move from vague pain to concrete requirements to a recommended approach without losing the room
- Deep command of CRM configuration thinking: objects and fields, segmentation logic, workflow and journey design, and reporting implications
- Enough integration and API literacy to diagnose symptoms, speak credibly with IT teams, and understand what’s happening in a broken data sync — you don’t need to build integrations, but you must understand them
- Ability to lead technical working sessions with Enrollment Ops and IT, align stakeholders on next steps, and translate outcomes back to the AM team clearly
- Excellent communicator who can make technical concepts accessible to non-technical audiences — AMs and institutional administrators alike — without losing precision
- Coaching mindset: you get energy from making the people around you more capable, building reusable assets, and reducing dependency over time
- High ownership and reliability across a shared portfolio — when a AM escalates something to you, they trust it will get handled
