Lead higher education analytics implementations from discovery through configuration, validation, documentation, training, and handoff. Translate institutional practices into data model rules, mappings, cohorts, and calculations; configure Tableau or Power BI reports; investigate reconciliation issues; and coordinate resolution with clients, data engineers, product teams, and support staff. Manage multiple client projects, advise on higher education data use cases, and travel to client sites up to 10%.

Leads the client success organization, developing strategies for onboarding, product adoption, retention, expansion, and customer advocacy. Oversees team performance, client relationships, success metrics, feedback programs, and cross-functional collaboration with sales, marketing, and product teams. Uses customer data and insights to improve satisfaction, reduce churn, increase account value, and support long-term client outcomes.

Manages enterprise client relationships throughout onboarding, implementation, and ongoing service phases. Owns renewals, upselling, cross-selling, account health, executive communication, escalations, client adoption, and referenceability. Develops client roadmaps, coordinates with Sales, Product, Technical Development, Client Services, and Operations, monitors KPIs and billing, and identifies retention and process improvements.