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Customer Support Specialist

Presence (Application Software)

Presence (Application Software)

Customer Service
Remote
Posted on Tuesday, May 21, 2024
Who we are…
Modern Campus is obsessed with empowering its 1,800+ 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.

What’s the role?
We are looking for an Associate Implementation Consultant who will support our consultants as they guide and assist clients with the planning, design, build & implementation of Lifelong Learning software.
  • Play an active role in all phases of our clients’ implementations of the Lifelong Learning software including project initiation, requirements gathering, implementation, training, user acceptance testing and go live planning.
  • Provide project support to the consultant team and across a portfolio of projects. Act as the primary contact for the client, answering any product or implementation questions.
  • Potentially lead small implementation projects (‘Quick Start’) once sufficient product and implementation process knowledge has been acquired. · Triage issues and provide first level support, identifying issues where support may be required by a senior consultant.
  • Independently prepare and lead project status calls with the client. Track their progress through the implementation process, identifying key activities over the next 2-3 weeks. Your project management tasks will include providing status reports (both internal and client facing), updating the project plan, presenting during steering committee meetings, and timely reporting on key project metrics.
  • Proactively identify risks, issues, and mitigation strategies on projects within your portfolio.
  • Provide support to senior consultants during all project phases and in particular project initiation, onsite client workshops, project management, risk management, change management, delivery, training and user acceptance testing.
  • Responsible for requirements gathering, analysis, design and documentation for customer change requests.
  • Play a key role in reviewing, updating and improving our internal documentation, client-facing materials and project delivery methods.
What we offer…
  • The salary range* for this full-time position is between $60,000 - $100,000
  • Remote first workplace – whether working from one of our offices or remotely and you are located in North America, our employees get things done!
  • RRSP/401(k) with matching employer contributions
  • Professional development and internal career mobility opportunities
  • Flexible time off
  • Comprehensive benefits package
  • Mental health benefits
  • Financial health benefits
  • DEI, Culture and Environment employee led committees.
  • Collaborative work environment
What you offer…
  • University degree or College diploma in Business Administration, Computer Science and/or relevant work experience
  • 3-5 years’ experience working as a Project Manager or in a similar capacity on software implementation projects.
  • Experience developing and maintaining strong client and stakeholder relationships.
  • Project Management, Scrum certification or pre-certification, an asset. Familiar with Agile methodologies.
  • Strong analytical, creative thinking and problem solving skills.
  • Great communication skills is what you are known for, you can communicate across different teams using different techniques to understand customer’s needs.
  • Building relationships and working within a collaborative team environment is what motivates you.
  • Ability to travel up to 15% of the time to client sites within North America.

What we believe…
At Modern Campus, we believe that a diverse, equitable and inclusive workplace furthers relevance, resilience, and longevity. We encourage people from all backgrounds, ages, abilities, and experiences to apply for our positions. Modern Campus is proud to be an equal opportunity workplace and is committed to bring on hires regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity or Veteran status (for US candidates). If you require accommodations during any part of the interview process due to a disability, please let our recruiter know.
Please note that selected candidates for this role will be required to complete a background check which includes resume verification, criminal record and references check.
* Our salary ranges reflect the minimum and maximum target for new hires for the position within the US and Canada. Within the range, individual pay is determined by factors including job-related skills, experience, and relevant education or training.