Service Delivery Manager

Job Description

Job Description

Who We Are:
HelioCampus was founded with the purpose of helping college & university leaders navigate today’s growing pressures. 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.

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.

What You Will Do:

• 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.

You Will Be a Good Fit For This Role If You Have:

• 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 Have’s Include:

• 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).

A Note on AI in Our Hiring Process: We are an AI-forward company and champion the smart use of technology. However, our hiring process is designed to evaluate your personal capabilities, critical thinking, and lived experience. Please ensure your resume, application materials, and interview responses are your own and not generated by AI. Show us your raw talent and your genuine experience, that is the person we want to join our team.

Location:

This specific role is primarily remote, with occasional travel to an office or client site. US East Coast working hours are required, and a strong preference is given to candidates who can easily travel to our Chapel Hill, NC or Bethesda, MD offices for occasional in-person work.

Compensation and Benefits:

Flexible work schedule, 18 PTO days on day one with additional PTO per year. Fifteen (15) paid holidays, medical/dental/vision coverage, parental leave, 401K with match, company events, referral bonus, professional development opportunities, home office perks, and two office locations.

What Sets Us Apart:

1. 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.

2. Flexibility to Fit Your Life: HelioCampus employees enjoy the autonomy, freedom, and trust of a remote-first working environment. We embrace an “on it” mentality both in and out of the workplace, and employees are supported in pursuing personal and professional passions.

3. A Community of Bright Minds with Big Hearts: HelioCampus hires curious and talented practitioners who bring a diversity of thought and genuine care for one another and our clients to work every day. Our team members are more than a job description and are encouraged to show up as their full and authentic selves.

What We Believe:

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.

Disclaimer:

The list of responsibilities described above is not comprehensive. Other tasks not mentioned here may be required. Changing business conditions may trigger changes to job responsibilities. This job description is not an employment contract.

Physical Qualifications:

This position requires the following physical qualifications to support a productive remote work environment. We are dedicated to providing reasonable accommodations for individuals with disabilities to perform the essential functions of this role. If you require accommodations, please discuss this during the application process.

Vision: 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.

Fine Motor Skills: 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).