Provide frontline, technical SaaS support across Element451 and Encoura Connect: manage high-volume tickets via in-app chat, reproduce and troubleshoot complex issues, escalate verified bugs with detailed evidence, improve knowledge-base and ticket-deflection, and communicate clearly and empathetically with customers under SLAs.

Manage large institutional higher-education accounts end-to-end: drive adoption, retention, renewals, and expansion. Serve as primary client contact, lead implementations, oversee contracts and project execution, optimize platform usage and student engagement workflows, and collaborate cross-functionally to meet KPIs and upsell targets.

The Product Manager will oversee data platforms and integrations, ensuring reliable data flow across systems for higher education, while engaging with technical and customer teams to drive product innovation.