Fast Facts

Ellucian is seeking a Senior Capability Success Consultant with expertise in Banner AR to drive customer success and revenue growth through strategic partnerships and solution implementation in a remote capacity.

Responsibilities: Manage customer accounts, develop tailored implementation plans, drive product adoption, identify upsell opportunities, and serve as a trusted advisor while conducting business reviews and training.

Skills: 3+ years experience with Banner AR, strong analytical and problem-solving skills, ability to collaborate cross-functionally, and proficiency in customer relationship management.

Qualifications: Experience in product support or account management in a SaaS environment, ideally within higher education; strong training and organizational skills.

Location: Remote, United States

Compensation: Not provided by employer. Typical compensation ranges for this position are between $100,000 - $130,000.

About Ellucian

Ellucian is a global market leader in education technology. We power innovation for higher education, partnering with more than 2,900 customers across 50 countries and serving over 20 million students. Ellucian's AI-powered platform, trained on the richest dataset available in higher education, drives efficiency, personalized experiences, and strengthened engagement for all students, faculty and staff. Fueled by decades of experience with a singular focus on the unique needs of learning institutions, the Ellucian platform features best-in-class SaaS capabilities and delivers insights needed now and into the future. These solutions and services span the entire student lifecycle, from student recruitment, enrollment, and retention to workforce analytics, fundraising, and alumni engagement. Ellucian's innovative solutions, vast ecosystem of partners, and user community of more than 45,000 provide best practices leading to greater institutional success and achieving better student outcomes.

Values Rooted in Purpose

We embrace the power to lead, the courage to innovate, and the determination to grow. At our core, we believe in humanizing our approach, recognizing that our people are our greatest strength. With a shared vision of transformation, we endeavor to shape a brighter future for higher education.

About the Opportunity

*Must have Banner AR experience 

The SaaS Senior Capability Success Consultant, Banner AR is a product expert that plays a pivotal role in ensuring customer success, managing adoption, and driving revenue growth by utilizing deep solutions expertise to identify upsell and cross-selling opportunities. Using both a consultative and strategic approach, the SaaS CSC prevents escalations, uses business reviews to proactively address customer needs, engages with accounts to understand business objectives, and aligns goals with Ellucian SaaS products to ensure maximum value realization. Through guidance and partnership, the SaaS Capability Success Consultant fosters strong customer relationships and contributes to the overall success of Ellucian.

Where you will make an impact: 

• Manage a group of assigned customers and develop tailored plans to ensure successful implementation, adoption, and utilization of Ellucian's SaaS products; ensure strategies align with customers goals and are seamlessly integrated into business practices.
• Develop and implement university growth strategies by merging customer requirements with SaaS product capabilities to expand use of Ellucian's offerings.
• Understand product utilization patterns by leveraging solution expertise, customer metrics, and usage data to identify where upselling and renewal opportunities exist.
• Advocate by soliciting, synthesizing, and distilling customer feedback while collaborating closely with internal teams to deliver tailored solutions that address customer pain points and capitalize on growth opportunities.
• Serve as trusted advisor and primary point of contact responsible for troubleshooting and resolving product issues, addressing customer questions, and providing creative solutions to complex technical problems.
• Partner with Professional Services as Go-Live Hypercare lead, addressing immediate customer concerns to ensure a positive launch experience.
• Proactively manage customer accounts, identify potential risks, and implement proactive measures to prevent escalations and address issues before they become critical.
• Conduct regular business reviews, building strong relationships and sustaining an ongoing and comprehensive understanding of customer’s evolving requirements, challenges, and goals.
• Utilize product expertise to incorporate SaaS product features and functionalities into customer objectives, aligning their goals with the capabilities of the software.
• Deliver contextualized training engagements and enablement sessions to educate customers on product features and empower them to maximize their usage.
• Drive adoption and expansion of SaaS products and services by developing strategies, creating awareness, and showcasing the value to customers.
• Analyze data, track key performance indicators (KPIs), and generate insightful reports that highlight the impact of Ellucian’s products on business outcomes.
• Analyze existing customer workflows and processes, promoting best practices and identifying areas for improvement and optimization.
• Drive revenue growth by using product expertise to proactively present and promote additional products and features that align with customers' needs and business objectives.

What you will bring: 

• 3+ years demonstrated product expertise in Banner AR, with a thorough understanding of its features, functionalities, and value proposition.
• Proven ability to collaborate with cross-functional teams, build relationships, and work towards common goals.
• Strong problem-solving and analytical skills, with the ability to think creatively to resolve customer challenges.
• Ability to analyze complex customer requirements, identify pain points, and recommend tailored solutions.
• Strong background in managing customer escalations, resolving conflicts, and maintaining positive customer relationships.
• Proficiency in delivering effective training sessions and presentations to audiences of varying backgrounds and skill levels.
• Strong organizational skills to manage multiple customer accounts and prioritize tasks effectively.
• Experience in Product Support, Technical Account Management, Managed Services or Professional Services role - preferably in a SaaS environment. *Within the Higher Ed industry a plus.
• Self-motivated and results-oriented, with a strong sense of ownership and accountability.
• Experience with Customer Relationship Management (CRM) software such as Salesforce/Gainsight is a plus.
• Excited by change and ability to thrive in a fast-paced, fluid environment.