Dec 11, 2019
Summary: The Campus Adoption Consultant serves as the primary point of contact for a portfolio of member campuses using products in the Campus Labs Course Evaluations solution post-onboarding. The individual who serves in this role is expected to develop proactive strategies to audit and strengthen product adoption among our member base. In addition to documenting campus goals and implementing strategies to help member campuses succeed, the Campus Adoption Consultant is also required to monitor and mitigate renewal risk while building referenceable campus contacts and case studies. Responsibilities: • Proactively manages the success of a portfolio of assigned member campuses using the Course Evaluations solutions to deliver consistent value across the entire lifecycle • Sets clear goals for product adoption and deploys strategies focused toward those goals, developing success plans and sharing key milestones with the campus • Advises customers on best practices for designing, adopting and enhancing their use of the tools, serving as a resource on both the product and the practice area it supports. Builds and maintains strong and diverse campus relationships by maintaining high levels of engagement and communication • Coordinates and delivers training sessions to build campus capacity, serving as a resource • Identifies, evaluates and escalates risk within portfolio, and executes strategies to mitigate and/or deescalate risk, working collaboratively with Account Managers to prepare them for renewal conversations • Drives campus advocacy in the form of references, testimonials, and sharing of stories via case studies, webinars, or other forums • Resolves customer issues, alone and through collaboration with other Campus Labs teams; advocating for and escalating customer services issues for resolution, • Assists in driving and identifying potential expansion revenue • Develops reports or presentations to demonstrate ROI and success of product adoption with key campus stakeholders • Documents notes, interactions, and milestones in our customer success platform; performs data-driven reviews and analysis on your portfolio to prioritize your time and demonstrate outcomes • Attends corporate and industry events as company representative • Conducts contracted on-campus workshops related to training and adoption • Develops and shares best practices with team members to continually improve the quality, effectiveness, and efficiency of our processes • Provides feedback, guidance, or support for special projects as requested • Other tasks as assigned • Assessment: • Assist with development or delivery of professional services (such as training, workshops, consultations, or survey editing) as assigned Education: • Bachelor's degree is required • Assessment& Course Evaluations: o Educational background in higher education, educational technology, instructional design, or another related field is required; o Master's degree is preferred Qualifications/Experience: • 4+ years of professional experience, including experience working in or serving higher education • Strong knowledge of teaching and learning principles and experience applying them in an educational setting • Customer success, consulting, or customer service experience • Direct experience implementing or using Campus Labs tools or other educational technology platforms is a plus • Knowledge of higher education practices, policies, and research, as well as the ability to continue to develop expertise over time • Ability to travel up to 25% of the time Skills/Competencies: • Exceptional relationship building skills • Excellent interpersonal skills& professionalism, specifically in being able to teach and coach • Can solve problems using own critical and creative thinking skills, with an emphasis on innovation • Ability to handle difficult and challenging situations with autonomy, effectiveness and resiliency • Exceptional communicator with ability to leverage written and verbal skills in phone, email, web meeting, and in-person conversation and presentation forums • Observant and effective listener; able to ask questions, spot trends, and draw conclusions in a consulting context • Customer service and solution oriented. • Effective time and priority management skills • Strong project management and process development skills • Quick and self-motivated learner • Tech savvy • Employs a positive outlook and collaborative attitude • Passionate about education and technology • Demonstrated ability to live the Campus Labs values: o Dedication: Be committed and resilient, stay engaged, tap into/leverage your passion, be tenacious in developing progress and solutions o Curiosity: Seek to understand, be uncommonly curious, ask questions, develop expertise, learn rapidly, grow continuously, consider alternate perspectives and ideas o Impact: Be transformational, take action, be proactive, step up, speak up, drive forward, focus on making change, do your part, take initiative. o Trust: Be dependable and accountable, assume positive intent, use empathy, empower others, share and encourage new ideas, act with unity A commitment to Equal Opportunity Employer/Affirmative Action Employer We are committed to creating and maintaining a workplace in which all of our employees have an opportunity to participate in and contribute to the success of the business. We are dedicated to providing every Campus Labs employee with the best possible employment experience regardless of their race, national origin, sex, sexual orientation, socioeconomic status, familial status, religion, age, disability, gender identity, gender expression, results of genetic testing/genetic information, service in the military, veteran status, or any other status protected by federal, state, or local laws. Diverse candidates are strongly encouraged to apply. We highly value the many identities, perspectives, and experiences of all of our employees.
iModules Buffalo, NY, USA Full-time