Customer Managed Services and Support Consultant

2 weeks ago

Toronto, Canada Modern Campus Full time

The person in this role requires a combination of technical aptitude, problem solving and customer communication skills. They'll work as part of a dedicated team in a passionate and collaborative environment interacting with business and technical team members. They'll contribute to the successful operation of our customers, empowering entrepreneurial schools to engage the modern learner in a rapidly transforming market. This role reports into our Manager, Customer support.
- Important to note: _the person in this role will be required to work an off-cycle shift beginning at 3:30 AM EST to 12:30 PM EST Monday - Friday_

**How you'll make an impact**:
Represent the company to our customers:

- Act as the customer’s point of contact and advocate;
- Articulate our support commitments and policies to customers;
- Maintain high customer satisfaction scores consistent with team and company targets;
- Contribute to the transition of customers from implementation to live production operation;
- Connect customers with Sales, Account Management and Professional Services teams when appropriate;
- Advise management of critical escalations and signs of risk to customer retention.

Act as the customer’s Managed Services Consultant:

- Be available according to customer’s hours of business;
- Provide Tier-1 Helpdesk support to customer’s staff users;
- Exercise security policies and best practices with respect to exposure to confidential customer data;
- Be familiar with customer business processes and specifics of their implementation;
- Recommend, Implement and assist with system configuration changes;
- Coordinate planning and communication of product and related process changes such as new releases, feature adoption, configuration and issue resolutions;
- Provide/coordinate product training;
- Research and identify suggested reports or other data extractions based on customer request.

Provide Customer Support for Modern Campus software products:

- Ensure adherence to client service level agreements;
- Research expected behavior and related issues;
- Document understanding of issues;
- Recognize the context and impact of issues based on knowledge of the customer’s business processes;
- Communicate clearly and professionally with the customer including acceptance confirmation, workarounds, status updates, root cause identification, and resolution delivery;
- Determine the need to escalate issues to the Development Team for resolution, providing them with the necessary information to understand, prioritize and resolve the issue.

Also, as a valuable member of the team:

- Assist with the development and growth of the Customer Support team;
- Engage in initiatives to improve team processes, product knowledge, problem solving and customer communication.

**What you'll need to succeed**:
**What you’ll gain**:

- Flexible working environment, including fully remote opportunity;
- Competitive compensation and benefits;
- Rewards and recognition programs;
- Learning and development opportunities;
- Flexible Vacation Policy;
- Elect from our benefits plans and access to mental and financial support;
- You will make a difference every day for universities trying to grow and students trying to learn.

**Company Overview**:
Modern Campus is obsessed with empowering its over 2,000 higher education customers to thrive when radical transformation is required to respond to lower student enrollments and revenue, rising costs, crushing student debt, and administrative complexity.

The Modern Campus engagement platform powers solutions for non-traditional student management, web content management, catalog and curriculum management, student engagement and development, conversational text messaging, career pathways, and campus maps and virtual tours. The result: innovative institutions can create a learner-to-earner lifecycle that engages modern learners for life, while providing modern administrators with the tools needed to streamline workflows and drive high efficiency.

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