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Element451
Element451
51 – 200 Angajați
ConsultanțăEducațieMarketing
Element451 dezvoltă o platformă CRM și de implicare a studenților pentru învățământul superior, construită cu inteligența artificială ca element central. Instrumentele sale ajută instituțiile de învățământ să îmbunătățească productivitatea personalului, să răspundă așteptărilor în schimbare ale studenților și să creeze experiențe universitare mai conectate. Platforma include asistenți de inteligență artificială concepuți pentru studenți și personal, precum și analize inteligente de date care susțin interacțiuni și operațiuni mai eficiente.
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Customer Success Engineer at Element451 - Remote, United States

Support technical customer success for Element451’s higher-education CRM and AI agent platform. Manage escalations, post-launch solution design, account manager enablement, and implementation transitions.

USStatele Unite ale AmericiiRemoteNormă întreagăNivel mediuSeniorLimbă Obligatorie: englezăSucces tehnic al clienților
Cloud

Descriere

  • Review implementation handoff materials, including configuration summaries, integration details, known issues, outstanding items, and critical workflows
  • Join complex handoff discussions and surface configuration risks or barriers to adoption
  • Act as the primary technical advisor for account managers on platform functionality, configuration, workflow logic, reporting, and integrations
  • Participate in QBRs, escalations, complex workflow reviews, AI strategy discussions, and platform design sessions with customers
  • Train account managers on platform fundamentals, AI agent behavior, and integration principles
  • Create and maintain troubleshooting documentation, FAQs, explainers, and repeatable enablement resources
  • Lead post-launch technical discovery and convert customer needs into defined requirements and recommended solutions
  • Present solution alternatives while explaining tradeoffs across configuration, workflow design, data impact, effort, and risk
  • Run technical working sessions with Enrollment Operations and IT stakeholders
  • Document requirements, proposed approaches, dependencies, risks, and definitions of done
  • Own Tier 1 post-launch configuration support, troubleshooting, and workflow guidance; triage and prepare Tier 2 requests for Professional Services
  • Investigate technical escalations, determine root causes, and lead resolution efforts
  • Partner with Support and Engineering on product investigations and provide account managers with clear progress updates
  • Set standards for escalation intake, prioritization, expectations, and communications
  • Analyze recurring escalation patterns and deliver structured feedback to Product, Support, and Implementation
  • Monitor product releases and brief the customer success team on relevant updates
  • Maintain expertise in CRM configuration, student journey logic, AI agent behavior, communication workflows, application management, and reporting
  • Create reusable best-practice approaches for higher-education scenarios
  • Coordinate across Customer Success, Implementation, Support, and Product to identify portfolio-wide issues
  • Help build a lasting knowledge base and bring consistency to solution delivery

Cerințe

  • Bring 4–7 years of experience in a technical, customer-facing B2B SaaS position such as Customer Success Engineer, Technical Account Manager, Solutions Consultant, or implementation-focused customer success
  • Have hands-on experience with higher-education CRM platforms and workflows; Element451, Slate, Salesforce Education Cloud, Ellucian CRM Advance, TargetX, or comparable systems are strongly preferred
  • Translate ambiguous customer challenges into clear requirements and practical recommendations through strong technical discovery
  • Demonstrate deep CRM configuration expertise spanning objects and fields, segmentation, workflow and journey design, and reporting consequences
  • Understand integrations and APIs well enough to investigate symptoms, speak effectively with IT teams, and assess failed data synchronization
  • Lead technical sessions with Enrollment Operations and IT, align stakeholders, and communicate decisions and outcomes to account managers
  • Explain technical subjects clearly to non-technical audiences while maintaining accuracy
  • Coach others effectively and create reusable enablement materials
  • Take strong ownership and deliver reliably across a shared customer portfolio

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