Service Delivery Manager

HelioCampus•Bethesda, MD

2d•Remote

About The Position

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.

Requirements

5+ years of experience in U.S. higher education, specializing in assessment, accreditation, institutional effectiveness, or teaching and learning (experience in a client-facing or advisory role strongly preferred).
3+ years of experience in a Client Success, Client Support, or Service Delivery role at a SaaS company (EdTech preferred).
Strong working knowledge of higher education assessment and accreditation frameworks (e.g., regional accreditation standards, learning outcomes assessment, program review).
Proven ability to build trusted advisor relationships with senior institutional stakeholders and translate domain expertise into actionable guidance.
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 Haves

Hands-on experience using HelioCampus Assessment or comparable platforms to support institutional accreditation, learning outcomes assessment, or program review.
Experience with a ticketing system (Jira Service Management preferred).
Relevant professional certifications (e.g., ITIL, PMP).

Responsibilities

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.
Serve as a domain expert in higher education assessment, accreditation, and teaching and learning—advising clients on platform configuration and usage best practices within the context of their existing institutional processes.
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.
Develop and maintain deep, hands-on technical expertise in the HelioCampus assessment platform—including configuration, workflows, and reporting—staying current on new product enhancements and platform changes so you can translate that expertise into actionable client guidance.
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.
Cultivate referenceable client advocates who are willing to speak at webinars, participate in case studies, and serve as references for prospective clients; actively facilitate connections between clients and HelioCampus marketing and sales efforts.
Drive contract renewals and expansion by proactively identifying opportunities to deepen clients’ platform use and explore other HelioCampus products aligned with their needs.
Meet regularly with clients to provide technical and strategic guidance, review existing support requests, and surface insights about platform usage and overall client health.
Gather client feedback and insights to inform product development, roadmap priorities, and Knowledge Base improvements.
Develop client-facing usage reports and success metrics that demonstrate platform impact and support renewal and expansion conversations.