Technology Success Manager II

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.

Stakeholder Enablement

• Partner with program and corporate stakeholders to translate operational needs into configured solutions.
• Coordinate with engineering teams for complex build or integration work.

Vendor and Contract Lifecycle

• Support vendor selection activities including requirements definition, demo coordination, evaluation scoring, and implementation readiness.
• Coordinate renewals and licensing true-ups including usage analysis, tier optimization, and continuity planning.
• Manage vendor performance cadence including Quarterly Business Reviews, SLA adherence, escalation management, and roadmap alignment.

Qualifications

Education and Certification

• Bachelor’s degree in Information Systems, Business, Technology, or related field.
• ITIL, Change Management, Project Management, or Customer Success certifications are a plus.

Professional Experience

• 3+ years in systems enablement, platform administration, technology success, program delivery, or operational technology roles.
• Demonstrated experience supporting enterprise systems such as ERP, CRM, case management, HR, or collaboration platforms.
• Experience supporting vendor lifecycle activities including evaluation and selection, renewals, licensing optimization, and vendor performance management.

Core Competencies

• Strong stakeholder management and platform enablement skills.
• Ability to configure and administer systems including permissions, workflows, templates, and reporting.
• Familiarity with structured delivery methods such as Agile or ITIL and intake, ticketing, and documentation tools such as ServiceNow, Jira, Monday.com, Confluence, or SharePoint.
• Ability to translate system capability into operational outcomes and ROI.

The Fedcap Group provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state, or local laws. We are an EEO employer committed to diversity.