Client Implementation and Onboarding Manager (EdTech)

Prioritizing the goals and needs of our customers is essential for our customer-first strategy here at Altus. We are expanding our Customer Success team with a curious, caring and driven product implementation expert to help execute best-in-class onboarding and success management of new customers to our data warehouse and analytics products. As a core member of our Client Enablement team, you’ll have the opportunity to work closely with Deans and leaders in higher education, consulting alongside them to solve the unique problems of decision-makers in higher education institutions globally. You will also work with and learn from a dynamic team of experienced customer success professionals while you help enable our company and team growth.

You’ll directly impact our company’s growth in this role and contribute to our greater social mission of creating a world filled with more empathetic and compassionate doctors, nurses, dentists, teachers, and other professionals.

The role

You will lead the onboarding and training activities with clients and work to ensure they achieve their desired outcomes through how they approach and use our software. On average, you’ll work with 8-10 clients through their onboarding and for several months post-implementation. Leveraging both an understanding of our customers and the nature of their work in higher education, you will work to onboard them to new Altus products and solutions. You’ll collaborate with the Sales, Customer Success, Product and Research teams to advocate for partners' needs and ensure an increase in value.

This is a full-time remote-first position based in Canada and reports to Jennifer Fines, Senior Manager, Enterprise Accounts in Customer Success.

In this role, you will:

• Lead onboarding activities, including training, project planning, data analysis, quality control, interaction with key customer stakeholders, and system setup based on program design.
• Direct the client in collaboration with the sales team to develop a success plan for each new client’s onboarding.
• Ensure a successful rollout with high utilization of the software.
• Monitor account health, including data quality issues, and report the specifics to stakeholders to collaborate on solutions.
• Support the Client Empowerment team in understanding specific customer needs using the product to leverage the team’s support with your accounts.
• Assist with escalated support requests from our Client Empowerment team.

• Engage in consultative calls with clients and relevant internal stakeholders.
• Stay up to date and current with Medical Education market needs and requirements, including competitor intel.
• Collaborate with the product team by planning onboarding tasks as development tickets and advocating for customer needs in enhancement requests for discussion.
• Create and update internal documentation on clients and their processes so our teams can collaborate for success.

To thrive in the role, you:

• Have a history of completing tech implementations, increasing customer satisfaction, and adoption.
• Are capable of communicating effectively with higher education leadership in consultative and training sessions.
• Have technical and/or analytical experience working with data warehousing and dashboarding products.
• Have a basic understanding of data analysis, including the ability to discuss general statistical details (correlations, mean, averages, etc.).
• Will be curious about our Medical Education market and willing to learn about the technology landscape, data management, and accreditation requirements.
• Are resourceful and able to work both independently and cross-functionally between our teams to advocate for your clients and their success.

To thrive at Altus, you are:

• Caring toward co-workers. You spend time getting to know them, express appreciation for what they do, and support them when they need help.
• Curious by nature. You like to explore and ask questions. You’re eager to learn about how our business works and genuinely interested in the Higher Education and EdTech space.
• Driven to push yourself and the team around you to continuously do and be better.
• Adaptable with a preference for working in an entrepreneurial, high-growth, fluid environment where you can be a positive influence for change, a builder and doer, and help us focus where it counts.
• A person with strong, loosely held opinions, keeping your mind open to the possibility that you might be wrong.
• Purpose-driven and connected to our mission to create a world served by exceptional professionals.

To thrive at Altus, you are:

• Caring toward co-workers. You spend time getting to know them, express appreciation for what they do, and support them when they need help.
• Curious by nature. You like to explore and ask questions. You’re eager to learn about how our business works and genuinely interested in the Higher Education and EdTech space.
• Driven to push yourself and the team around you to continuously do and be better.
• Adaptable with a preference for working in an entrepreneurial, high-growth, fluid environment where you can be a positive influence for change, a builder and doer, and help us focus where it counts.
• A person with strong, loosely held opinions, keeping your mind open to the possibility that you might be wrong.
• Purpose-driven and connected to our mission to create a world served by exceptional professionals.

The interview process

We designed our process to deliver fair and memorable interview experiences for all candidates who participate. We invite you to ask us questions at every interaction to get to know us, too. Here are the general steps you can expect:

• Intro Conversation. An actual human (not a bot) from our People & Culture team will review your application. If selected, they’ll schedule a time for a phone call to share the story behind your resume and learn more about the role, team, and company. (Time allocation: 45 - 60 minutes)
• Meet The Manager. You'll meet your potential future manager via a video call to chat in-depth about your relevant experiences. (Time allocation: 30 - 60 minutes)
• Meet The Team. Get to know 4 more Altans over a video call and learn about what it’s like working at Altus. They will assess your technical skills, culture and value alignment. Before the interview, we may ask you to complete an assignment that closely mirrors some aspects of the role and present your work to the team. (Time allocation: up to 3 hours)
• Reference Checks. You’ll receive a request for 2-3 professional references we’ll reach out to and chat about your time working together.
• Wait For a Final Decision. While you wait, the Hiring Manager consolidates and evaluates feedback from each team member who was part of your interview process. We may reach out to you for a quick additional conversation to make a decision.
• Receive an Offer. If we’ve determined you are a good match for the role and Altus, we'll extend an offer and go over the details on a video call. (Time allocation: 20-30 minutes)

Key benefits:

• Equitable & Competitive Pay. Your salary is based on compensable factors and anchored above the Canadian-based tech market rate.
• Choose Where & When You Work. Curate your own experience with location independence in Canada and a flexible schedule in your time zone. Work from home, use our office space in downtown Toronto or rent a coworking desk if you live outside of the GTA with a $150 monthly allowance.
• Self-Directed Vacation. You have the flexibility to take time off when you choose to and need it. We recommend one week per quarter, but this is flexible to suit your situation and is trust-based.
• Access to Health Coverage from Day 1. You can enroll in our comprehensive health, dental, and life benefits plan through Equitable Life of Canada on the day you join us.
• Learning & Development Budget. You get an annual budget of $3,000 for your professional and personal growth.
• Company-wide Time Off. Turn off work for Altus Days (a bonus Friday off every month) and the last two weeks in December (for the Holiday Season).
• GRSP Matching Program. When you choose to participate in our Group Registered Savings Plan program through Wealthsimple, we match your contributions up to 2% of your salary.
• Employee Share Option Plan. You are granted options upon starting at Altus, which vest in ¼ tranches each year on the anniversary of your start date.
• Parental Leave. Growing your family is an exciting time, and we encourage you to take time off with your new loved ones. 4 months of your parental leave is topped up to 80% of your salary, whether you are a birthing parent, non-birthing parent, or growing your family through surrogacy or adoption.
• Sick Time, Bereavement Leave & Personal Days. Take paid time off when you feel unwell, have a medical or family emergency, experience the loss of a loved one, or need to nurture your mental health and wellbeing.
• Home Office Workspace Equipment. You get a Mac laptop or equivalent of your choice, and we support you with other workspace accommodations to be comfortable and ergonomically safe in your home office.
• Transparency. Through weekly All Hands and #DailyStats, you have visibility into business plans and updates that impact you, progress towards core business goals, financial performance, and overall company health.

A bit about us

At Altus, we’ve built a research-backed applicant evaluation and student tracking platform for higher education.

School admissions teams leverage our situational judgement test (CASPer) to measure applicants’ EQ and skills critical to professional success, such as empathy, ethics, and collaboration. Our suite of assessments also includes an asynchronous interview tool (Snapshot) and an assessment that evaluates the fit between applicants and programs (Duet).

Academic institutions use our Program Experience suite of products for enhanced analytics and visibility into long-term student performance. It empowers them to make data-driven decisions throughout the student lifecycle.

We're a quirky, vibrant, and diverse group of nearly 150 people working together remotely (and sometimes in person) across Canada to make a sociatal impact by enhancing equity, diversity, and inclusion in higher education, leading to a world with more exceptional professionals.

Our core values are Caring, Curious, and Driven, and we embody these in everything we do. We genuinely care about the well-being of others, we have an innate desire to learn continually, and every day we strive to be better than the person we were the day before.

We believe a diverse team brings more unique perspectives, builds better products, drives greater financial outcomes, and creates a better workplace. We promote pay equity and develop inclusive policies and equitable business practices. Our emphasis is on growing a culture of belonging for everyone, regardless of race, religion, colour, national origin, gender, gender identity or expression, sexual orientation, age, marital status, and veteran or disability status.

Altus Assessments is a privately held company backed by growth equity firm Updata Partners. We acquired medical education software company One45 in 2021.

Thank you for considering Altus as your next career stop!