Fedcap is hiring a Technology Success Manager to own the implementation, administration, enablement, and optimization of enterprise technology platforms across our international network. This role is accountable for ensuring assigned systems are stable, secure, adopted, and deliver measurable business value, directly supporting our mission to improve the economic and social well-being of the impoverished and disadvantaged.
What You'll Do
- Act as primary administrator and enablement owner for an assigned portfolio of enterprise systems such as Student Management Systems, CRM, EHR, or collaboration platforms.
- Operationalize systems end-to-end, including configuration, support readiness, adoption, upgrade management, and continuous improvement.
- Drive measurable ROI through workflow standardization, automation, and adoption outcomes.
- Standardize intake-to-delivery execution, including intake, prioritization, UAT, release readiness, and post-launch validation.
- Coordinate and execute role-based enablement for assigned platforms, leveraging vendor-provided training.
- Serve as owner and administrator for assigned platforms, managing configuration, workflows, dashboards, reports, roles, permissions, and access provisioning.
- Execute system onboarding for new programs and teams including readiness checklists, go-live support, and post-launch stabilization.
- Maintain SOPs, runbooks, onboarding guides, and end-user documentation.
- Operate system intake-to-delivery workflow including requirements, delivery tracking, UAT coordination, release notes, and validation.
- Identify and implement improvements that reduce manual work and improve usability and process efficiency.
- Track and report adoption, satisfaction, usage trends, SLAs, and outcomes.
- Partner with program and corporate stakeholders to translate operational needs into configured solutions.
- Coordinate with engineering teams for complex build or integration work.
- Support vendor selection activities including requirements definition, demo coordination, evaluation scoring, and implementation readiness.
- Coordinate renewals and licensing true-ups including usage analysis, tier optimization, and continuity planning.
- Manage vendor performance cadence including Quarterly Business Reviews, SLA adherence, escalation management, and roadmap alignment.
What We're Looking For
- Bachelor’s degree in Information Systems, Business, Technology, or a related field.
- 3+ years in systems enablement, platform administration, technology success, program delivery, or operational technology roles.
- Demonstrated experience supporting enterprise systems such as ERP, CRM, case management, HR, or collaboration platforms.
- Experience supporting vendor lifecycle activities including evaluation and selection, renewals, licensing optimization, and vendor performance management.
- Strong stakeholder management and platform enablement skills.
- Ability to configure and administer systems including permissions, workflows, templates, and reporting.
- Familiarity with structured delivery methods such as Agile or ITIL and intake, ticketing, and documentation tools such as ServiceNow, Jira, Monday.com, Confluence, or SharePoint.
- Ability to translate system capability into operational outcomes and ROI.
Nice to Have
- ITIL, Change Management, Project Management, or Customer Success certifications are a plus.
Team & Environment
You will report to the VP of Information Systems and partner closely with Business Stakeholders, IT Operations, Data & Analytics, Security, and vendors.
Work Mode
This is a fully remote position.
The Fedcap Group provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state, or local laws.
