Service Delivery Manager

Service Delivery Manager

Helio Campus was founded with the purpose of helping college and 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.

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.

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.

As a Service Delivery Manager, you will serve as a trusted advisor and domain expert for a portfolio of key Helio Campus 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 Helio Campus 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 Helio Campus 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 Helio Campus as a long-term strategic partner.
• Facilitate communication between client stakeholders and internal Helio Campus 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 Helio Campus marketing and sales efforts.
• Drive contract renewals and expansion by proactively identifying opportunities to deepen clients' platform use and explore other Helio Campus 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…