Position Summary
The Fedcap Group (TFG) is seeking a highly execution-oriented Technology Success Manager (TSM) to own the implementation, administration, enablement, and ongoing optimization of enterprise technology platforms across TFG’s international network.
This role is accountable for ensuring assigned systems are stable, secure, adopted, and delivering measurable business value. The TSM will perform hands-on system configuration, onboarding, stakeholder enablement, operational support readiness, vendor selection and partnering, and contract lifecycle activities.
Reporting to the VP of Information Systems, the TSM partners closely with Business Stakeholders, IT Operations, Data & Analytics, Security, and vendors.
This is a remote position working eastern time zone hours.
Goals of the Position
The Technology Success Manager will:
- Acts as primary administrator and enablement owner for assigned portfolio of Technology systems (e.g., Student Management Systems, CRM, EHR system, collaboration tools, or other enterprise platforms).
- Operationalize systems end-to-end, including configuration, enhancements, support readiness, adoption, upgrade management, and continuous improvement.
- Drive measurable ROI through workflow standardization, automation, and adoption outcomes.
- Standardize intake-to-delivery execution, including intake, prioritization, UAT, release readiness, and post-launch validation.
- Coordinate and execute role-based enablement for assigned platforms—primarily leveraging vendor-provided training resources and materials—while facilitating product onboarding and occasional user enablement sessions as needed to drive adoption. Support vendor success and contract lifecycle activities, including selection support, renewals, licensing optimization, and SLA tracking.
Key Responsibilities
Platform Enablement and Administration
- Serve as owner and administrator for assigned platforms, including configuration management, workflows, templates, forms and fields, routing and notifications, dashboards and reports, roles and permissions, and access provisioning.
- Execute system onboarding for new programs and teams including readiness checklists, go-live support, and post-launch stabilization.
- Maintain SOPs, runbooks, onboarding guides, and end-user documentation and knowledge base.
Delivery Execution and Continuous Improvement
- Operate system intake-to-delivery workflow including intake, requirements, prioritization, delivery tracking, UAT coordination, release notes, and post-launch validation.
- Identify and implement improvements that reduce manual work and improve usability and process efficiency.
- Track and report adoption, satisfaction, usage trends, SLAs, and outcomes.