Institutional Success Specialist, Credit Mobility

ITHAKA’s mission is to expand access to knowledge and education around the world. Our services — JSTOR, Portico, and Ithaka S+R — enable people everywhere to learn, to grow, and to overcome barriers to education. In carrying out our mission, as employees we feel a deep responsibility to members of our community and to each other, and we are committed to building and sustaining a culture where everyone can thrive.

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 which aims to make it easy for students, school administrators, and advisors to see how earned credits and prior learning experiences will transfer and count toward a degree at a new institution. Building on a concept initially piloted at City University of New York, the team has created a national version of the tool that strives to help students across multiple states. 

The Institutional Success Specialist, Credit Mobility will work with product and project management, backend and frontend engineering specialists, UX designers, researchers, and field-leading subject matter experts within Ithaka S+R to support the best possible Transfer Explorer experience for administrative users and student users alike. 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 Institutional Success Specialist, Credit Mobility, will work directly with our partners at higher education institutions to facilitate onboarding, support data validation and troubleshooting, coordinate implementation activities, and help translate institutional needs into actionable outcomes. After onboarding, you will work with schools to ensure that they are using and seeing the expected value from the service. 

The ideal candidate for this role has the wisdom gained from working directly within higher education administrative systems (ideally with SIS and degree audit systems), the technical acumen to troubleshoot a JSON data file, and the communication skills to translate what they discover for both technical and non-technical colleagues. The position will report to the Product Manager of Transfer Explorer.

Responsibilities

• 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, with a primary focus on visits to our Michigan and New York offices, conferences, and site visits at partner institutions.

Experience and Skills

Required

• 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 fanatical attention to detail


• Ability to manage multiple stakeholders and priorities simultaneously


• The technical acumen to “look under the hood” of datafeeds, 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 in a dynamic and creative team

Preferred

The preferred experience or skills listed below are valuable, but ITHAKA encourages candidates to apply if they possess the required skills, even if they do not have the specific experience or skills listed below.

• 2-3 years 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 DegreeWorks institution

Work Authorization and Sponsorship 

ITHAKA is not currently considering candidates who require any type of immigration sponsorship (additional work authorization or permanent work authorization) to work in the United States.

Compensation and Benefits

At ITHAKA we believe in openness and fair pay. Part of living those values is our commitment to clarity about salary ranges, so candidates know what to expect. The starting salary for this position ranges from $73,000.00 - 92,000.00 per year. Starting pay may vary with job-related knowledge, skills, and experience. At present, our total compensation package for benefits-eligible employees includes medical, dental, and vision plans, an employer-paid 10% retirement contribution, paid parental and caregiver leave, 22 days of paid time off, 11 paid holidays, up to 12 paid sick days, wellness benefits, and more. Please note that ITHAKA, at its discretion, may make changes to its benefits programs from time to time.