eLumen, Inc.

Customer Success Associate

eLumen has opened a search for a Customer Success Associate (CSA) to join the team.  The successful applicant will directly support college and university administrators through phone and email support and self-service documentation.  An eLumen CSA explains complex information in a clear and concise manner and is comfortable troubleshooting data-based software issues. 

Colleges, Community Colleges, and Universities teach the next generation of talent.  These institutions are under great pressure to provide meaningful instruction that actually prepares students for the real world.  Meanwhile, they are also navigating the complex process of managing their curriculum and meeting the regulatory requirements to receive public funding.  

eLumen is an education technology software company that works closely with institutions to help them connect people and processes that lead to greater student success through best practices consulting and data-driven solutions development.  Our vision is helping institutions put new possibilities for sustainable, continuous improvement in place; and turn bureaucratic processes into tools for student success guided by some of the largest institutions in the U.S. and the World.

Position Responsibilities:

• Triage phone and email support requests with empathy and clarity
• Coordinate with support developers and success managers to provide predictable delight to faculty and administrators
• Write and edit operational, implementation and training manuals and internal and self service articles while maintaining continuity of style of content
• Identify patterns within and across clients and work with the Success team to formulate and enact solutions and strategies
• Work with teams to establish critical goals, or other key performance indicators and aid the company and the customer in achieving their goals.
• Be a team contributor while meeting your personal objectives
• Other duties as assigned

Qualifications:

• Bachelor’s Degree in Education, English, Writing, Information Systems or related field
• 3+ years of relevant experience.
• Experience in higher education assessment, curriculum, or accreditation or education technology a plus
• Prior experience in software a plus

• Proficient in GoogleDocs/Office software
• Proficient in video conferencing  software

• Proficient in spreadsheets
• Proficiency in SQL a plus
• Impeccable written and verbal communication skills.
• Strong team player but still a self-starter.
• Thrives in a dynamic environment and can adjust priorities on-the-fly.

• You’re driven: No one needs to push you to excel; it’s just who you are.
• Eager to learn, adapt and perfect your work; you seek out help and put it to good use.
• You want to help and serve our customers: They win, so you win.

• You like to learn by doing. You are ready to get your digital fingers dirty and play in the app.

eLumen offers a generous PTO (unrestricted) and sick time benefit, a comprehensive health and dental plan (including FSA options), life insurance,  and a retirement savings plan.  

COVID 19 Vaccination:  All employees meeting face-to-face with other employees or traveling to clients are required to show proof of COVID-19 vaccination. (exemption accommodations can be requested)

This job description is not designed to contain a comprehensive listing of activities, duties, or responsibilities that are required. Nothing in this job description restricts management’s right to assign or reassign duties and responsibilities at any time.

eLumen is an equal employment opportunity/affirmative action employer and considers qualified applicants for employment without regard to race, color, religion, sex, national original, age, religion, disability, marital status, sexual orientation, gender identity or expression, military/veteran status, or any other protected factor.

ntain a comprehensive listing of activities, duties, or responsibilities that are required. Nothing in this job description restricts management’s right to assign or reassign duties and responsibilities at any time.

eLumen is an equal employment opportunity/affirmative action employer and considers qualified applicants for employment without regard to race, color, religion, sex, national original, age, religion, disability, marital status, sexual orientation, gender identity or expression, military/veteran status, or any other protected factor.