Platform Adoption Specialist

At Element451, we're not just building a platform; we're creating the future of higher education enrollment. As the fastest-growing CRM and AI Agent Platform in the sector, we empower colleges and universities to connect with students in ways they've only dreamed of. Our unique fusion of AI, deep student behavior data, and sophisticated marketing automation enables hyper-personalized journeys at scale, fundamentally changing the game for student recruitment and success. If you're driven by the power of technology to create meaningful change and want to be at the epicenter of AI's impact on education, we want to talk to you.

The Opportunity: Architect of Customer Success This isn't your typical solutions or support role. As a Platform Adoption Specialist at Element451, you are the trusted, strategic advisor to our customers. You are the bridge between their ambitious goals and the transformative power of our AI platform. You’ll do more than just solve problems; you'll anticipate them, using AI-driven insights to guide our partners toward greater feature adoption, platform optimization, and incredible retention. This hybrid role blends high-touch consulting, masterful implementation, and structured, SLA-driven support. You will be the central force ensuring our customers experience predictability, accountability, and proactive partnership, making you indispensable to their long-term stability and growth.

What Your Impact Will Look Like

• Orchestrate Seamless Onboarding & Implementations: You will lead managed onboarding for key customer expansions and upsells, ensuring every new feature is implemented flawlessly and aligned with platform best practices. You'll partner with Account Managers to conduct post-onboarding health checks, guaranteeing early wins and long-term success.

• Deliver Elite, Tiered Support: As the named Platform Adoption Specialist for our Dedicated and Premium support tiers, you will be the face of Element451 for our most strategic partners.

  • Champion predictability and trust by governing SLAs (response times, resolution targets) across all support tiers.

  • Proactively conduct platform health checks, lead workflow optimization sessions, and deliver data-backed adoption "nudges" to keep customers on the cutting edge.

  • Serve as the expert troubleshooter, triaging and resolving complex support tickets alongside our Platform Enablement team.

• Become a Strategic Customer Partner: You will build deep, consultative relationships by providing tailored guidance that evolves with customer needs.

  • Deliver advanced workflow optimization and troubleshooting, with increasing strategic depth for higher support tiers.

  • Generate and present compelling insights reports and proactive alerts, turning data into actionable strategy for Dedicated and Premium customers.

  • For Premium partners, you will be their strategic enabler—responding within two hours, architecting same or next-day solutions, and crafting custom documentation and strategic playbooks.

• Harness the Power of AI: Be the AI evangelist for our customers. You will leverage our platform's AI insights and automation to provide strategic recommendations that dramatically improve adoption, operational efficiency, and student engagement. Your guidance will ensure customers are maximizing the immense value of our AI-enabled tools.

• Drive Growth and Collaboration: You'll be a key commercial partner, working closely with Account Management to align your technical solutions with renewals and expansions. Your unique insights from support patterns and workflow analysis will directly inform and uncover valuable upsell opportunities.

• Build Scalable Excellence: You will create and refine scalable resources, playbooks, and AI-enhanced templates that standardize our support and onboarding engagements, allowing us to deliver excellence at scale.

What You Bring to the Table

• Experience & Expertise: 5+ years of dynamic experience in a role blending technical and strategic responsibilities, ideally within higher education, marketing/communications, SaaS, or consulting.

• A Consultative Mindset: A proven track record of balancing structured, SLA-governed support with high-touch strategic consultation. You don't just answer questions; you understand the "why" behind them.

• Exceptional Communication: The ability to build unshakable trust and rapport with a wide range of stakeholders, from hands-on technical users to C-level executives. You can translate complex concepts into clear, actionable advice.

• AI-Powered Problem Solving: Strong critical thinking and problem-solving abilities, with a specific talent for applying AI concepts to solve real-world challenges within CRM and higher education workflows.

• Domain Knowledge & Passion: Deep familiarity with CRM systems and the intricacies of higher education processes (admissions, enrollment, student success). You are genuinely passionate about harnessing technology and AI to improve educational outcomes.

• Bonus Points: Direct experience with the Element451 platform is highly preferred.

Why Join Us

• Remote-first culture

• Home office allowance to get your space setup

• 20 Days PTO

• 10 Company Holidays + Christmas break

• 4% 401(k) Match

• Competitive Medical, Dental & Vision offerings

Our Core Values

• Impactful, Not Immediate: We prioritize long-term, transformative initiatives.

• Progress Before Perfection: We champion decisive action and empower our team to drive results.

• Learners Before Masters: We foster a culture of continuous learning and humility.

• Together, Not Alone: We thrive on collaboration and mutual support.