Element451

• You'll build high-quality software with full end-to-end ownership — from shaping a feature in planning through keeping it stable in production. • You own the frontend features you ship — from the first design conversation until they’re live and working well for real users. • Building features on our existing component library — composing from shared components, keeping code well-structured and maintainable, and managing reactive state (NgRx / RxJS / signals) that stays predictable as the app grows. • Owning the data layer of your features: modeling GraphQL queries for reads and REST calls for writes, handling loading, error, and empty states deliberately, and keeping client state reliably in sync without race conditions or memory leaks. • Holding the line on performance — bundle size, lazy loading, change-detection cost, and render performance — so screens stay fast on real devices and connections, not just on your machine. • Treating accessibility and cross-browser/responsive behavior as part of the definition of done, not a follow-up ticket: semantic markup, keyboard and screen-reader support, and correct behavior across breakpoints. • Building to the design system and pushing it forward — matching design intent closely, and improving shared components rather than forking one-off variants. • Backing your work with tests: unit tests for component and service logic, and Playwright E2E coverage for the paths that matter. • Shipping safely behind feature flags, watching your features in production (Sentry, real usage), and owning issues from the shared triage queue when they land in your area.

• You'll keep Element451's platform reliable, secure, and operable - and build the delivery systems that let it scale without scaling the firefighting. This is a hands-on senior IC role, and a deliberately broad one: reliability and operations are the core, with CI/CD and delivery, security, infrastructure, and data reliability all real, recurring parts of the work. • You own the operational health of the platform - that it's available, fast, observable, and safe in production - and you build the automation that makes those properties durable rather than heroic. • Participate in on-call, lead incident response, run blameless post-incident reviews, and drive issues to root cause rather than patching symptoms. • Treat operational toil as engineering work to eliminate - relentlessly automate remediation, sharpen alert quality, and drive down MTTD and MTTR rather than absorbing manual load. • Own and evolve the CI/CD and delivery platform alongside the Director of Platform Engineering - build pipelines, deployment automation, environment management, and release tooling - so shipping is routine, safe, and low-drama, with progressive delivery, automated rollback, and production validation gates as standard. • Be the platform's hands-on security operator - IAM and least-privilege hygiene, secrets management, threat detection and response (WAF, GuardDuty), and vulnerability triage and remediation against SLA.

• Manage multiple concurrent customer issues while balancing speed, accuracy, and empathy, primarily through in-app live chat. • Work within SLA, severity, escalation, and customer-impact guidelines. • Investigate the deep end of the product: reproduce problems, examine data, imports/exports, workflows, and application configurations, and isolate root cause before responding. • Provide clear reproduction steps, business impact, screenshots, logs, and supporting detail when escalating verified bugs to Engineering. • Recognize recurring ticket patterns and translate them into knowledge-base improvements, reusable responses, product feedback, or ticket-deflection opportunities. • Communicate with customers during urgent, ambiguous, or high-friction situations while remaining calm, professional, and solution-oriented. • Demonstrate sound judgment when handling customer data, screenshots, logs, account information, and confidential details. • Stay current on product releases, known issues, customer workflows, and support best practices across both platforms.

• Own and manage the social media content calendar for Element451 and Enrollify across LinkedIn, Instagram, and other relevant platforms • Create and schedule content aligned to brand voice, campaigns, and editorial priorities • Coordinate cross-functionally with internal teams to surface content opportunities and fulfill ad-hoc social requests • Conduct proactive social media monitoring — engage with relevant conversations, reshare community content, and flag trends • Partner with designers to develop social creative assets, managing briefs and feedback cycles • Manage the Pulse Check series end-to-end: source and vet guest hosts, coordinate scheduling, and maintain the episode calendar • Support guest sourcing for two flagship shows — In Your Element and Higher Intelligence • Serve as the primary point of contact for creators and guests: handle outreach, logistics, scheduling, and prep communication • Keep Enrollify show pages and episode listings on the website up to date • Build and send the weekly curated content newsletter

Role Description As an Account Manager, you will take ownership of large, complex institutional partnerships, ensuring high adoption, retention, and expansion. You’ll act as the primary point of contact for key strategic accounts, overseeing contract execution, implementation, and long-term customer success. If you have a proven track record in enterprise account management and consultative growth strategies, this is an opportunity to make a significant impact. If you are a strategic, results-driven leader with a passion for managing high-value customer relationships we want to hear from you! What you’ll do: - Own the full life-cycle of your assigned accounts, driving retention and ensuring customer success. - Accountable each quarter for renewals, Net Revenue Retention (NRR), and upsell quota. - Work closely across teams to expand existing relationships, mitigate churn, and unlock new revenue opportunities. Client Relationship Management: - Foster strong relationships with clients and stakeholders as the primary point of contact, at both the school and state system level. - Partner with the client's core team to identify and prioritize their key needs and objectives. - Provide strategic consulting for full-cycle student engagement, including personalized communication, targeted outreach campaigns, lead generation, and application management. - Act as the point of contact for the System Office. Contract Management: - Oversee the implementation and management of the client’s contract across all participating schools to ensure positive customer satisfaction and adoption of Element451. Project Management: - Lead the day-to-day execution of client projects in collaboration with the project team (Customer Success Managers and Engagement Strategists). - Monitor project activities, resourcing, and timelines to achieve successful conclusions. - Develop and manage project plans in collaboration with the client's team. - Ensure adherence to KPIs such as on-time delivery, NPS scores, and product usage. Platform Implementation and Optimization: - Conduct discovery sessions with clients and use the information for the implementation, setup, and configuration of the Element451 platform, including building student journeys, communication workflows, AI tools, and system integrations. - Document current processes and map best practices for the desired future state, aligned with industry standards and regulatory requirements. - Continuously optimize and make recommendations to improve the student journey, communication plans, and enrollment processes within the platform. Strategic Planning and Continuous Improvement: - Conduct assessments of the institution's current recruitment and enrollment business processes, identifying areas for improvement and adoption of best practices. - Provide regular updates, progress reports, and presentations to stakeholders on the project's status and outcomes. Cross-functional Collaboration: - Collaborate with the Customer Success Manager and Engagement Strategist. - Work closely with internal teams, including sales, product development, and customer support, to ensure seamless service delivery. - Maintain an updated resource schedule and provide regular reports and updates to leadership. Managed Services Development: - Development of Managed Services documentation, processes, and playbooks to include but not limited to Discovery and Requirements Gathering sessions, Current State Analysis, Client audits and Benchmarks, Future State Process Design frameworks. Qualifications - Building strong relationships with key clients. - Understanding clients' business needs and goals. - Developing and implementing strategic account plans. - Identifying opportunities for growth and expansion within accounts. - Ensuring customer satisfaction and retention. - Collaborating with internal teams to drive Account Management. - Communicating effectively with clients at all levels. - Analyzing data and metrics to track progress and outcomes. - Providing leadership and guidance to junior team members. - Staying current on industry trends and best practices. Requirements - A team player with a minimum of 7 years in a customer-facing role, ideally in SaaS environments. - Proven track record of success in managing and growing high-value, strategic accounts. - Strong analytical and problem-solving skills with the ability to translate data into actionable insights. - Excellent communication, relationship management, and presentation skills. - Experience with customer success methodologies and tools (e.g., Salesforce, Gainsight) a plus. - Strategic thinking and ability to develop and execute winning customer success plans. - Passion for building trust and exceeding customer expectations. - Bachelor’s degree required.

• Own the data platform and integrations ecosystem • Define roadmaps and unblock engineering teams • Collaborate with key stakeholders to improve product features • Ensure reliable data movement across systems

Role Description As an Enablement lead, you own the enablement layer of implementation: training, workflow coaching, best practices, and change support that turns a configured system into a team that knows how to run it. You partner closely with the Implementation lead (who owns delivery plan and go-live date). While they drive the master timeline, you drive readiness, confidence, and adoption - the factors that determine whether go-live becomes long-term success. What You’ll Own - Training that sticks - Deliver role-based training for enrollment teams, marketers, admins, and leadership - Create practical, institution-specific enablement that reflects how the customer actually works - Reinforce learning through office hours, follow-ups, and “train-the-trainer” approaches - Adoption & operational readiness - Guide institutions in building repeatable processes and governance around core capabilities - Drive adoption of high-value workflows (journeys, automation, segmentation, AI agents, reporting) aligned to outcomes - Identify adoption risks early (confusion, low engagement, unclear ownership) and implement mitigation plans - Workflow coaching & best practices - Lead working sessions focused on usability, process design, and “how this should run day-to-day” - Recommend best-practice patterns for common higher-ed use cases (funnels, cadences, segmentation, reporting) - Help customers translate goals into operational habits—not just features turned on - Enablement content & scalability - Create customer-facing resources: guides, SOPs, checklists, training decks/videos, and quick references - Maintain internal enablement assets to reduce repeat questions and improve consistency across implementations - Partner with Implementation and CS to feed common enablement gaps back into playbooks - Internal, Partner & Agency Enablement - Build an onboarding program for internal teams - Deliver lunch & learn trainings - Liaison with product to develop training materials for new products/features - Enable resellers that will be implementing Element451 or supporting Element451 customers - Develop comprehensive partner curriculum for various tiers and expertise levels - Manage and evolve the partner certification framework to ensure implementation quality - Oversee the maintenance and updates of partner-facing learning modules (LMs) and enablement content - Collaborate with stakeholders on the design and execution of partner co-delivery models - Go-live support (adoption readiness) - Support go-live readiness by ensuring users are trained, processes are understood, and internal owners are clear - Contribute to the handoff package so CS inherits a customer that can operate confidently Qualifications - 2–6 years in customer enablement, implementation consulting, onboarding, training, or adoption-focused CS roles - Strong facilitation and training skills (comfortable leading sessions with diverse stakeholders) - Familiarity with CRM/marketing automation concepts; higher-ed enrollment ops context is a major plus - Ability to translate technical concepts into practical workflows for non-technical teams - Organized and proactive: you track commitments, follow through, and keep customers moving - Bonus: experience with AI workflows/agent concepts and how to drive responsible adoption How We Measure Success - Adoption readiness at go-live: customers feel confident operating day-to-day - Early adoption indicators: strong usage of key workflows in first 30–60 days - Training effectiveness: fewer “how do we…” issues post-launch, higher self-sufficiency - Customer satisfaction: enablement CSAT / feedback from stakeholders - Content impact: enablement assets reused and reducing repeat questions What This Role Is Not - Not the owner of the implementation timeline or program plan (that’s the Implementation Architect) - Not an integrations build role (you can speak to concepts, but don’t own data connections) - Not a passive trainer—you coach, reinforce, and drive behavior change

Role Description As an Implementation Lead, you are the delivery owner for all customer implementations. You lead the implementation program end-to-end, including project plan, timeline, stakeholder alignment, and launch readiness – and are accountable for ensuring the platform is successfully adopted to achieve the customer’s defined goals at handoff to Customer Success. You keep projects moving, decisions crisp, and go-lives predictable. This is a customer-facing role for someone who blends strong program leadership with enough platform fluency to guide solution direction, make tradeoffs, and coordinate effectively across teams. What You’ll Own - Go-live delivery ownership - Own implementation delivery from kickoff through go-live and transition to Customer Success - Build and manage the project plan: milestones, dependencies, decisions, and weekly execution rhythm - Drive accountability across internal teams and customer stakeholders to keep timelines on track - Discovery, solution direction, and decision-making - Lead structured discovery to clarify goals, workflows, stakeholders, constraints, and measurable success criteria tied to customer outcomes - Translate requirements into a phased implementation approach and realistic timeline - Partner with Integrations Architect and Product as needed on complex design decisions - Launch readiness + risk management - Maintain a clear go-live checklist: UAT completion, data readiness, approvals, training coordination, and communications - Identify risks early (scope creep, stakeholder misalignment, data delays) and implement mitigation plans - Ensure scope is controlled and tradeoffs are made transparently when needed - Ensure go-live criteria include both technical readiness and alignment to intended customer outcomes - Outcome validation + value alignment - Ensure the configured product supports the customer’s primary use cases and defined success criteria - Validate (with the customer) that key workflows and capabilities are live, usable, and aligned to their goals - Confirm readiness not just for go-live, but for value realization post-launch - Cross-functional coordination + customer experience - Lead customer working sessions and executive updates with confidence and clarity - Coordinate with Adoption & Enablement and Integrations specialists to ensure all workstreams land cleanly - Provide clear validation of how the implementation supports the customer’s goals, including any gaps, risks, or dependencies for achieving outcomes Qualifications - 4–8 years in SaaS implementation/project delivery/customer onboarding (PM, Implementation Manager, Professional Services, TPM, etc.) - Proven ability to run multiple implementations at once with strong stakeholder management - Comfort working with technical and non-technical audiences (Enrollment Ops, IT, leadership) - Excellent project discipline: timelines, risks, communication, and follow-through - Familiarity with CRM/marketing automation implementations (higher ed experience a strong plus) - Experience in a scaling environment is a plus How We Measure Success - Early value realization signals (e.g., initial usage, workflow adoption, or goal alignment within first 30–60 days) - On-time go-live rate and predictable delivery outcomes - Implementation cycle time without quality tradeoffs - Risk management quality: fewer avoidable delays/escalations - Handoff quality score: CS confirms the implementation is positioned to achieve stated customer goals - Customer experience: post-implementation CSAT and stakeholder confidence

• As an Account Manager, you’ll own the full life-cycle of your assigned accounts, driving retention and ensuring customer success. • You will be accountable each quarter for renewals, Net Revenue Retention (NRR), and upsell quota, working closely across teams to expand existing relationships, mitigate churn, and unlock new revenue opportunities. • Foster strong relationships with clients and stakeholders as the primary point of contact, at both the school and state system level. • Partner with the client's core team to identify and prioritize their key needs and objectives. • Provide strategic consulting for full-cycle student engagement, including personalized communication, targeted outreach campaigns, lead generation, and application management. • Oversee the implementation and management of the client’s contract across all participating schools to ensure positive customer satisfaction and adoption of Element451. • Lead the day-to-day execution of client projects in collaboration with the project team (Customer Success Managers and Engagement Strategists). • Monitor project activities, resourcing, and timelines to achieve successful conclusions. • Develop and manage project plans in collaboration with the client's team. • Ensure adherence to KPIs such as on-time delivery, NPS scores, and product usage. • Conduct discovery sessions with clients and use the information for the implementation, setup, and configuration of the Element451 platform, including building student journeys, communication workflows, AI tools, and system integrations. • Continuously optimize and make recommendations to improve the student journey, communication plans, and enrollment processes within the platform. • Conduct assessments of the institution's current recruitment and enrollment business processes, identifying areas for improvement and adoption of best practices • Collaborate with the Customer Success Manager and Engagement Strategist. • Work closely with internal teams, including sales, product development, and customer support, to ensure seamless service delivery.

• Operate like a post-sale Solutions Engineer embedded in CS • Ensure handoff quality from Implementation to CS • Serve as the primary technical resource for the AM team • Join customer calls for technical depth • Coach AM’s on platform fundamentals • Lead technical discovery on post-go-live needs • Provide solution options with clear tradeoffs • Facilitate technical working sessions with stakeholders • Own post-go-live technical solutioning across two tiers • Diagnose platform, configuration, and workflow issues