Job Description

Position Overview

Cirrus Identity has earned an excellent reputation throughout the Higher Education community due in large part to our dedication to customer success. The Customer Implementation Lead is responsible for becoming a subject matter expert in integrating our identity and access management products by leading customers through successful implementations and ongoing customer support post implementations.

The Customer Implementation Lead will create and revise documentation to empower our customers to make well informed decisions, assist them in owning parts of their implementation and provide support documentation to help with troubleshooting and future requests. The Customer Implementation Lead will also offer training that may include webinars, video tutorials and creating demo environments for our customers to become better familiar with our products. 

The position reports to the VP of Customer Success, but works cross-functionally with other teams within the company. He or she works closely with the Engineering team on customer implementations and customer support tickets, as needed. The incumbent will also escalate any product enhancements and feature requests to the Product team, as identified by customers. In addition, the Customer Implementation Lead will collaborate with the Sales and Marketing teams on customer onboarding, customer training opportunities, website updates for customer-facing documentation and use case stories for blog posts and the newsletter.

Below are key areas of responsibility for this role:

Product Implementation Support

• • Serve as the primary lead for product implementations by holding kickoff calls with customers that include overview of the project, key stakeholders, roles and responsibilities and the implementation plan and timeline
  • Oversee product provisioning, to include creation of tickets for any tasks that require any engineering support (long term goal is to minimize engineering dependencies)
  • Serve as a subject matter expert to support customers throughout their implementation, to include configuration, testing, troubleshooting and cutover plan
  • Escalate any potential issues to the VP of Customer Success

Operational Customer Support 

• • Manage customer support tickets on a rotating basis, including some on-call responsibility
  • Work directly with customers on any requests, leveraging existing tools and documentation to resolve customer items 
  • Identify tickets that need to be escalated, working directly with the VP of Customer Success as needed

Customer Training and Documentation

• • Train customers on Cirrus products, including the Cirrus Console as part of customer implementations 
  • Create and update customer-facing documentation that aligns with internal product documentation
  • Document successful implementations as customer use cases for future opportunities and monthly blog posts

Qualifications

The ideal candidate for this position has a demonstrated record of success in the following professional areas:

• Customer service - demonstrating empathy and active listening when engaging with clients to understand their needs
  
• Subject matter expertise - learning the ins and outs of the Cirrus product line to serve as a product expert during implementations. Previous experience implementing technical solutions, especially in a higher education or research environment is preferred.
  
• Problem solving - combining product expertise with customer focus to keep projects moving forward
• Communication - demonstrating strong written and verbal communication skills with the ability to adapt based on customer expertise (technical vs. non-technical stakeholders)
• Project Management - leveraging resourcefulness, strong organization skills and attention to detail to manage multiple projects at once and identify potential risks

Compensation

Fulltime salary will range from $80,000 - $110,000. We offer a comprehensive range of benefits including medical, vision, and dental, with other optional offerings. We contribute 3% of all employee salaries to a 401K program to which employees can contribute up to federal limits. We have a generous PTO plan.

Other requirements:

• Background check required
• All positions are remote but require US residency and employees must work during continental US time zones
• Cirrus Identity is an equal opportunity employer

Application

To apply, please send a resume and cover letter to: hiring at cirrusidentity.com.