Job Posting –Smart Panda
TITLE: Client Success Lead
Remote
Pay negotiable based on hourly, salaried and/or stock compensation
10-25 hours per week, with option to increase
Contact Us about this position
About the job:
Smart Panda operates software that college Registrars and Admissions officers use to automate
processing of transcripts and transfer credit. The Smart Panda solutions handle thousands of
transcripts and transfer equivalencies daily across a hundred colleges in the United States and
growing. The Client Success Lead serves as the front-line engagement point for administrators
utilizing Smart Panda’s product suite.
The Client Success Lead will provide an exceptional implementation and utilization experience to
administrators through email, chat, zoom, and voice channels. This position will report directly to
the Product Director. This position has high growth potential as strong performance can lead to
increasing responsibilities within Smart Panda if desired.
Core Accountabilities:
Create a delightful customer experience for users both in implementation and day to day
utilization.
Help college administrators successfully use Smart Panda’s products.
Deliver a consistently exceptional service level with high quality results for the client.
Responsibilities:
Directly support, train and advise client administrators through email, chat, zoom and voice
channels.
Directly support client administrators in using subscribed products.
Triage client questions and remove obstacles to applications.
Acknowledge and resolve application questions.
Collaborate with Development and Product teams to diagnose and resolve application questions.
Collaborate with Development and Product teams to test software enhancements and new
features.
Perform onboarding and configuration for new clients.
Plan, schedule and conduct client status and project meetings.
Monitor software processing and functionality for accuracy and ease of use.
Elevate customer feedback to Development and Product teams for continuous improvement.
Recommend strategies for continuously improving client experience.
Capabilities and Attributes:
Ability to think independently and critically.
Proven record of delivering against commitments.
Demonstrates accountability and ownership of decisions.
Punctual in attending planned meetings.
Comfortable in a fast-paced, constantly evolving environment.
Effectively communicate information to key stakeholders within the organization.
Willingness to shift priorities and focus.
Customer Centric.
Collaborative.
Creative.
Qualifications:
Deep experience and knowledge of Registrar and Admissions transcript and transfer credit
management.
First hand functional experience with at least one Student System Student Records and/or
Admissions module, for example in Ellucian Banner or PeopleSoft.
Providing excellent client engagement.
Supporting administrators in a higher education setting.
Sufficient technical experience to understand software operations (writing code not necessary).