The Solutions Consultant will manage the onboarding and ongoing success of all new customers. They will first lead customers through the technical implementation phase, and will continue to guide them through adoption and growth. They will make sure Instructure’s products value are defined and delivered, leading to renewal and expansion.

What you will be doing:

  • Serve as the primary point of contact for both internal and external stakeholders during the implementation project and through customer success management
  • Plan, monitor and manage the timely delivery of projects from start to finish within budgeted costs while meeting revenue targets
  • Manage all incoming and outgoing communication from assigned customers
  • Drive adoption and satisfaction metrics for assigned customers
  • Work with customers to establish goals and aid them in achieving their vision
  • Maintain healthy client relationships
  • Positively contribute to team through knowledge transfer, example, and mentorship
  • Utilize all Bridge resources to resolve customer concerns
  • Recognize, communicate, and escalate issues up through management
  • Communicate customer needs cross departmentally

Here is what you will need to know/have:

  • Requires a Bachelor's Degree with a minimum of 4+ years
  • Account Management or Customer Success experience
  • Passionate about helping customers succeed
  • Strong organizational skills, demonstrated follow up and follow through
  • Capacity to set correct expectations and manage issues to completion
  • Multitask and prioritize tasks in a changing environment
  • Strong team mentality, utilizing internal and external resources strategically and judiciously
  • Customer facing background within the software industry
  • Demonstrated ability to solve problems and seek solutions
  • Corporate LMS experience preferred
  • 2+ years experience in SaaS based implementations and project management
  • Experience with various technologies and languages, such as authentication protocols, XML, HTML, CSS, Ruby on Rails, Javascript, Jquery, JSON, SQLExpertise doing integrations with other systems such as: single sign on, information systems (HRIS)

Preferred Qualifications

  • 3+ years experience in SaaS based implementations and project management.
  • Knowledge of standard management concepts, practices, and procedures
  • PMP or Prince2 certified
  • Deep understanding of the web and the technologies that power it
  • Worked on teams that have used Agile methodologies (e.g. Scrum, Kanban)

We’ve always believed in hiring the most awesome people and treating them right. We know that the more diverse we are, the more diverse our ideas will be. And when we openly welcome those ideas, our environment is better and our business is stronger.