Institutional Success Specialist, Credit Mobility

The Role

ITHAKA is seeking an Institutional Success Specialist, Credit Mobility to join the ITHAKA Labs team, with a focus on Transfer Explorer. Transfer Explorer is a growing platform that helps students, school administrators, and advisors see how earned credits and prior learning experiences will transfer and count toward a degree at a new institution. Building on a concept piloted at City University of New York, the team has created a national version of the tool to help students across multiple states.

The Institutional Success Specialist, Credit Mobility works with product and project management, engineering, design, research, and subject‑matter experts within Ithaka S+R to support the best possible Transfer Explorer experience for administrative and student users. This role sits at the intersection of higher‑education operations, customer success, and the functional rollout of a product used at colleges and universities. The specialist directly partners with higher‑education institutions to facilitate onboarding, support data validation and troubleshooting, coordinate implementation activities, and translate institutional needs into actionable outcomes.

After onboarding, the specialist works with schools to ensure they are using and seeing the expected value from the service.

The ideal candidate has experience working directly within higher‑education administrative systems (ideally with SIS and degree audit systems), technical acumen to troubleshoot a JSON data file, and communication skills to translate findings for both technical and non‑technical colleagues. The position reports to the Product Manager of Transfer Explorer.

• Coordinate onboarding, data validation, and adoption activities, serving as a day‑to‑day point of contact for participating colleges and universities.
• Work directly with institutional partners to understand and troubleshoot data anomalies that may occur within transfer equivalency and program requirements.
• Track onboarding and engagement progress through milestones, timelines, requirements, and deliverables across multiple partner institutions.
• Coordinate and lead training sessions, sharing documentation and support resources with student users, school administrators, and staff.
• Proactively monitor and drive partner engagement, identifying and encouraging use of best practices tied to greater value and adoption through training, education, and direct outreach.
• Gather customer feedback and communicate partner needs and priorities to product and development teams.
• Occasional travel, comprising less than 10% of the time, may be necessary, focusing on visits to our Michigan and New York offices, conferences, and site visits at partner institutions.

• 3–7 years of hands‑on experience within a higher‑education institution working with student information systems, degree audit systems, transfer articulation, or student records operations.
• Experience managing customer or partner relationships across complex projects or organizations.
• Strong organizational and project coordination skills with attention to detail.
• Ability to manage multiple stakeholders and priorities simultaneously.
• The technical acumen to look under the hood of data feeds, including an understanding of institutional data and relational database structures.
• Excellent verbal and written communication skills.
• Strong presentation and relationship‑management skills.
• Entrepreneurial mindset with the ability to thrive within a dynamic and creative team.

• 2–3 years of experience in customer success or partner management.
• Familiarity with credit transfer processes.
• Familiarity with SQL, Power BI, Tableau, or related reporting and analytics platforms.
• Experience leading trainings, onboarding sessions, or customer education initiatives.
• Experience working at a Banner and/or Degree Works institution.

ITHAKA is not currently considering candidates who require any type of immigration sponsorship to work in the United States.

The starting salary for this position ranges from $73,000.00 – $92,000.00 per year. Starting pay may vary…