Service Delivery Manager

This is a fully remote position, open to applicants in United States.

📋 Description

• Manage the overall client delivery and success experience for a portfolio of key assessment accounts; work closely with the Client Support team for daily support needs and escalate issues as necessary.

• Act as a domain expert in higher education assessment, accreditation, and teaching and learning—providing clients with advice on platform configuration and best practices in usage, considering their existing institutional processes.

• Assist clients in achieving measurable impact by suggesting strategies that enhance the adoption of key platform features, aligning usage with their institutional effectiveness and accreditation objectives.

• Acquire and maintain in-depth, practical technical expertise in the HelioCampus assessment platform—including configuration, workflows, and reporting—while keeping up-to-date with new product enhancements and platform updates to translate that knowledge into actionable client support.

• Build strong, trust-based relationships with client stakeholders—including institutional research, assessment, accreditation, and faculty leadership—to position HelioCampus as a long-term strategic partner.

• Facilitate communication between client stakeholders and internal HelioCampus teams—including Client Support, Client Success, Product, and Engineering—as required.

• Develop client advocates who are willing to speak at webinars, participate in case studies, and serve as references for potential clients; actively create connections between clients and HelioCampus marketing and sales initiatives.

• Promote contract renewals and expansion by identifying opportunities to enhance clients’ usage of the platform and explore other HelioCampus products that meet their needs.

• Meet with clients regularly to offer technical and strategic guidance, review existing support requests, and gain insights about platform usage and overall client health.

• Collect client feedback and insights to guide product development, roadmap priorities, and enhancements to the Knowledge Base.

• Create client-facing usage reports and success metrics that showcase platform impact and support renewal and expansion discussions.

⛳️ Requirements

• Over 5 years of experience in U.S. higher education, focusing on assessment, accreditation, institutional effectiveness, or teaching and learning.

• More than 3 years of experience in a Client Success, Client Support, or Service Delivery role within a SaaS company (EdTech preferred).

• Strong understanding of higher education assessment and accreditation frameworks (e.g., regional accreditation standards, learning outcomes assessment, program review).

• Proven ability to establish trusted advisor relationships with senior institutional stakeholders and translate domain expertise into actionable guidance.

• Demonstrated success in cultivating client advocates—references, webinar speakers, case study participants—and in driving contract renewals and expansions.

• Excellent problem-solving, analytical, and troubleshooting skills, combined with outstanding organizational and multitasking capabilities.

• Strong written and verbal communication skills with extensive experience collaborating with cross-functional teams (e.g., Client Success, Product, Engineering).

🏝️ Benefits

• Competitive salary

• Paid time off

• Healthcare

• Vision

• Dental

• 401(k) with company match

• Parental leave

• Remote work flexibility

• Home office perks

• Collaborative work environment