HelioCampus

Service Delivery Manager

Bethesda, US

Sponsorship not specifiedDetected 29 days ago

JiraPerformance ManagementResearchLeadershipCommunicationProblem Solving

About the role

As one of EdTech's most steadily growing companies, our roots in higher ed ground us in the critical nature of this work.
What We Do: We help our clients navigate today's high stakes with data and Institutional Performance Management practices.
Together with our clients, we chart a path to sustainability by borrowing practices from the most successful businesses.

Holistically manage the overall client delivery and success experience for a portfolio of key assessment accounts; collaborate closely with the Client Support team on day-to-day support needs and escalate when needed.
Help clients realize measurable impact by recommending strategies that drive adoption of key platform capabilities and align platform use with their institutional effectiveness and accreditation goals.
Build deep, trust-based relationships with client stakeholders-including institutional research, assessment, accreditation, and faculty leadership-that 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 needed.
Drive contract renewals and expansion by proactively identifying opportunities to deepen clients' platform use and explore other HelioCampus products aligned with their needs.
Develop client-facing usage reports and success metrics that demonstrate platform impact and support renewal and expansion conversations.
Proven ability to build trusted advisor relationships with senior institutional stakeholders and translate domain expertise into actionable guidance.
Sufficient visual acuity to read documents, view computer screens, and engage in tasks that require attention to detail.

Hearing: Ability to communicate effectively in person (as applicable) and via phone or video conferencing, ensuring clear understanding of verbal instructions.
Other tasks not mentioned here may be required.
Ability to communicate effectively in person (as applicable) and via phone or video conferencing, ensuring clear understanding of verbal instructions.

3+ years of experience in a Client Success, Client Support, or Service Delivery role at a SaaS company (EdTech preferred).
Demonstrated success cultivating client advocates-references, webinar speakers, case study participants-and driving contract renewals and expansions.
Strong problem-solving, analytical, and troubleshooting skills paired with exceptional organizational and multitasking abilities.
Articulate written and verbal communication skills alongside deep experience working with cross-functional teams (e.g., Client Success, Product, Engineering).
Nice To Have's Include:
Experience with a ticketing system (Jira Service Management preferred).
Relevant professional certifications (e.g., ITIL, PMP).

Proficient use of hands for typing, using a mouse, and managing office equipment such as printers and scanners.
Lifting: Occasional lifting of up to 10 pounds (e.g., office supplies or equipment).

Compensation and Benefits: HelioCampus offers employees a competitive salary along with paid time off, healthcare, vision, dental, 401(k) w/ company match, parental leave, remote work flexibility, home office perks, and a fun, collaborative work environment.

Commitment to Higher Education: We believe that serving higher ed makes the world a better place.
This drives our desire to deliver high-quality products and services to help higher education institutions serve their students and communities.
Meet regularly with clients to provide technical and strategic guidance, review existing support requests, and surface insights about platform usage and overall client health.
Strong working knowledge of higher education assessment and accreditation frameworks (e.g., regional accreditation standards, learning outcomes assessment, program review).
Nice To Have's Include: Hands-on experience using HelioCampus Assessment or comparable platforms to support institutional accreditation, learning outcomes assessment, or program review.

HelioCampus was founded with the purpose of helping college & university leaders navigate today's growing pressures.
How We Do It: We approach our work with a "we're on it" attitude that the higher ed community has come to know and expect from our team.
We're data geeks to our core, committed to simplifying the toughest challenges and operating with transparency.
Our most successful team members are change agents who love a challenge.
How You'll Help: As a Service Delivery Manager, you will serve as a trusted advisor and domain expert for a portfolio of key HelioCampus assessment clients.
You bring deep experience in higher education, teaching and learning, and assessment practice-giving you the credibility to guide clients not just on how to use the platform, but on how to configure and apply it in the context of their specific institutional processes to achieve meaningful, measurable outcomes.
While the Client Support team manages the day-to-day support experience, you focus on the bigger picture: recommending good practice, driving adoption of key platform capabilities, and building the kind of trust that turns clients into long-term partners-ones who renew and expand their contracts, speak at webinars, and advocate for HelioCampus to their peers.
We help our clients navigate today's high stakes with data and Institutional Performance Management practices.

HelioCampus is an equal opportunity employer, and all qualified candidates will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability or veteran status.

This listing is sourced directly from HelioCampus's careers page and normalized into a canonical job model.