Senior Director, Transformation & Innovation
Employee Type: Full - Time
Ellucian helps education institutions thrive in an open and dynamic world. We deliver a broad portfolio of technology solutions, developed in collaboration with a global education community, and provide strategic guidance to help education institutions of all kinds navigate change, achieve greater transparency, and drive efficiencies. More than 2,500 institutions in 50 countries around the world look to Ellucian for the ideas and insights that will move education forward, helping people everywhere discover their futures through learning.
The Senior Director of Customer Success is a member of the Global Customer Success Leadership Team and will be responsible for strategic programs, service delivery best practices, enablement and innovation.
Higher education customers are transforming to modern campuses while leveraging technology and solutions to enable student success. Our Customer Success team is instrumental in consulting with our customers and delivering value add services that provide the quickest path to success.
The Senior Director of Customer Success will design our Customer Success Services Framework to enable our customers' transformation to cloud/SAAS solutions and ensure successful adoption of these solutions. The Senior Director will be responsible for training and enabling our Customer Success team to deliver consistent, integrated and high quality value added services throughout the customer lifecycle and transformation journey.
This position reports directly to our VP of Global Customer Success.
- Design and implement an innovative customer success framework & integrated processes to deliver a best in class customer experience while enabling profitable revenue growth Evangelize customer advocacy by implementing best practices for customer onboarding, customer success planning, customer engagement and adoption Enable strategies to increase renewal rates, reduce churn, and enhance our NPS Design and implement training and enablement plans for our global Customer Success team such that they consistently set the highest standard for the experience provided to our customers and are personally and professionally fulfilled by their work Drive consistency & alignment for global best practices in all regions Devise adoption strategies for new products and services on the Ellucian Cloud Platform and to ensure customers are properly educated on our solutions & services Partner closely with our Sales teams to identify & implement thoughtful growth strategies to identify & drive expansion opportunities within our existing customer base Partner with leaders cross-functionally to align and enable an integrated, end to end successful customer experience Optimize the customer lifecycle through journey mapping & customer segmentation strategies Implement customer success platforms, playbooks and tools Provide leadership to our team of global customer success managers Passionately advocate for our customers' success across all lines of business Ensure the health, profitability, effectiveness and efficiency of the business
- 10+ years of experience in services leadership; with proven experience building & leading a service portfolio redesign and global business transformation Customer Focus: Deep passion for customer success, coupled with a driving motivation to solve their problems and continually improve their experience Seasoned professional with expertise in taking new solutions to market using industry best practices and cloud concepts Ability and experience to maintain a detailed and up to date knowledge of advances in Cloud and SaaS technology Proven experience enabling customer success services and delivery readiness for new SaaS solutions and bringing new SaaS service offerings to market Previous experience in helping organizations through the transition from on premise to Cloud support is highly desired Proven ability to develop strong working relationships in a matrixed, global environment and establishing a high level of credibility across functional lines of business (ie: Sales, Cloud, Product, & Software Development) Strong understanding of project management & implementation within a professional & global services environment Leadership/Management skills including strategic planning, talent development, budgeting, operation/process focus, risk management, executive escalation management Innovative thinking and growth mindset Results focused with a strong bias toward problem solving, thoughtful action, repeatable and scalable processes Ability to lead multiple projects and initiatives simultaneously as well as effectively collaborate across teams and work in a diverse, fast-paced environment Combined background of post-sale and sales experience Demonstration of excellent communication skills, both written and verbal, communicating effectively with customers, executives, leaders, program/initiative owners, stakeholders, and other audiences Data driven with strong business & strategic acumen Bachelor's degree with Master's preferred #LI-JM1
Ellucian provides equal employment opportunities to all employees and applicants for employment without regard to race, color, religion, sex, national origin, age, disability, or genetics. In addition to federal law requirements, Ellucian complies with all laws governing nondiscrimination in employment in every location in which the company has facilities. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation and training. Ellucian expressly prohibits any form of workplace harassment based on race, color, religion, gender, sexual orientation, gender identity or expression, national origin, age, genetic information, disability, or veteran status. Improper interference with the ability of Ellucian employees to perform their job duties may result in discipline up to and including discharge.
Nearest Major Market: Washington DC
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