Client Manager

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Company: Concourse
Location: Lansing, MI 48915

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Overview

As a Client Manager at Intellidemia, you will act as the primary interface and advocate for clients throughout their adoption and continued use of our syllabus management platform, Concourse. You’ll perform a wide-variety of functions to manage, strengthen, and accelerate implementations, including project management, goal and expectation setting, issue resolution, time tracking, account administration, and documentation creation and maintenance. In addition, you will cultivate and communicate with the client community through regular user meetings, focus groups, and survey instruments. You will be integral in setting product direction with insight from the challenges clients are experiencing and suggestions they are sharing. Furthermore, you will help advance sales opportunities using a client-centric approach.

Concourse, by Intellidemia

Concourse is the leading solution for colleges and universities to manage course syllabi consistently and at scale. Founded in 2007 by two students, Intellidemia was the first to market this industry-changing platform. Today we serve millions of students, instructors, and administrators throughout the country and across the globe.

We work with all types and sizes of institutions: small, private universities through colossal community college districts, for-profit market-oriented schools to non-governmental organizational training, and everything in-between. Our students have benefitted for over a decade from having instant access to organized and consistent syllabi in the classroom, at home, and on-the-go. Concourse syllabi have even found their way to the depths of the ocean aboard navy submarines.

Intellidemia prides itself on empowering users with disabilities and was the first to introduce a syllabus solution to meet the original and revised Section 508 and accessibility standards and Web Content Accessibility Guidelines (WCAG). We are reported to have some of the highest levels of product satisfaction and performance. We are widely regarded as the experts in syllabus management and continue to share that domain knowledge with the industry through various conferences, publications, and speaking opportunities.

If you love finding innovative ways to efficiently drive client success, have a penchant for education technology, would look forward to being an integral part of a small and rapidly growing company, and aspire to elevate the educational experience of millions, we want to connect with you.

Learn more about Concourse at http://www.intellidemia.com.

Responsibilities

Success in this position means:

  • Increasing client satisfaction and retention
  • Decreasing per client support costs
  • Reducing first response and resolution time

To achieve this you will be responsible for:

  • Driving project deliverables
  • Managing stakeholder expectations
  • Ensuring client accountability
  • Creating implementation documentation
  • Monitoring client progress and blockers
  • Tracking service time
  • Responding to ticket requests
  • Preparing client communications
  • Facilitating user meetings
  • Designing and administering surveys
  • Performing check-ups
  • Identifying new feature opportunities
  • Obtaining client testimony
  • Attending conferences and tradeshows

Qualifications

Required:

  • BA/BS in Management, Business, Communication, Operations, or related credentials or experience
  • Superb communication skills, verbal and written
  • Strong empathy and emotional intelligence
  • Experience working in customer service
  • Proven organizational and task management skills
  • Proficiency with G Suite (Gmail, Drive, Docs, Sheets, Forms, Slides)
  • Capacity to learn enterprise systems
  • Comfortable working in a small company, remotely

Desired:

  • Prior success managing projects
  • Experience working in higher education
  • Experience working with a CRM
  • Experience working with a support and ticket tool
  • Experience working with project management software
  • Experience working with product development teams

Job Type: Full-time

Salary: $45,000.00 to $55,000.00 /year

Experience:

  • Customer Service: 1 year (Preferred)
  • Project Management: 1 year (Preferred)

Education:

  • Bachelor’s (Required)

Location:

  • Lansing, MI (Required)

Benefits:

  • Health insurance
  • Retirement plan
  • Flexible schedule
  • Dental insurance
  • Vision insurance