Client Success Manager

About the role

TouchNet unifies campuswide payments and ID management software solutions for more than 1,000 colleges and universities worldwide. Institutions of higher learning rely on TouchNet to integrate and secure payments, permissions, and other related business transactions for a comprehensive, actionable view campuswide. We are looking for a TouchNet product power user to join us as a Client Success Manager, to train, support, and help our clients be more successful while using our TouchNet products!

Responsibilities

As our Client Success Manager, you will plan and oversee TouchNet products and services for a designated client or group of clients. Ensure quality service and operational performance within the parameters of program and delivery standards. Develop client relationship and understanding of client business and product installations to identify service needs, plan service delivery and drive use of proactive service and support mechanisms to reduce client downtime and support costs.

• Act as single point of client contact to coordinate resolution of service incidents and escalation of technical issues.
• Collaborate with sales and support groups to demonstrate value of support offering to client and identify opportunities for expanded support business.
• Participate in and ensure the appropriate support and service activities are provided for company products and services for clients of varying sizes.
• Support the client by acting as the voice of the customer, identifying product support and development needs and communicating needs internally.
• Maintain long-term relationships with clients and ensure understanding of the client business and product installations to identify service needs, plan service delivery, and drive use of proactive service and support mechanisms.
• Identify new product services based on strategic direction of the client's business.
• Provide quality service and operational performance within the parameters of the client's projects and service delivery standards.

Requirements

• Bachelor's Degree
• Relevant Experience or Degree in: Degree in Finance, Marketing, Business, etc.; Combination of relevant training and/ or experience in lieu of degree
• Typically Minimum 5 Years Relevant Experience in University ITS and/or Campus Finance
• Experience in client facing roles and/or higher education industry

Skills

• Strong knowledge higher education technology space where commerce takes place
• Knowledge of the campus ID card, ecommerce, or payment industry is desired
• Working knowledge with Touchnet products in these areas
• Working knowledge of Student Information Systems (Ellucian (Banner/Colleague, Peoplesoft, Workday, Anthology, etc)
• Prefer work experience as a technical liaison between ITS and the finance office role at a University
• Must be able to articulate value propositions and product positioning to both business and technical users
• Must possess strong presentation skills and be able to communicate professionally verbally and in written format
• Must be analytical, organized, and able to identify and eliminate sales obstacles to close new business
• Well organized, with attention to detail and able to multitask
• Strong PC skills
• Must be able to travel as needed
• Focused on achieving defined results, and exceeding goals and objectives
• Ability to work with a diverse team in a fast-paced environment
• Enthusiasm and the ability to thrive in an atmosphere of constant change
• Excellent computer skills (Salesforce, Google G Suite, Microsoft Office, inclusive of Word, Excel, PowerPoint)

Qualifications

The ideal candidate will have a strong background in higher education technology and a proven track record of success in client-facing roles. They will be able to articulate value propositions and product positioning to both business and technical users, and possess strong presentation skills.