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Role Description

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

• 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

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

Benefits

• 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.

Company Description

We are committed to improving the economic and social well-being of the impoverished and disadvantaged. For 85 years, The Fedcap Group has developed scalable, innovative and potentially disruptive solutions to some of society’s most pressing needs. The Fedcap Group is the parent company of a growing number of top-tier nonprofit agencies dedicated to serving over 300,000 children and adults each year across the United States and the United Kingdom. The Fedcap Group provides educational services to every age group, vocational training in high-growth labor industries, behavioral health services, work readiness skill-building and jobs—all targeted to helping people achieve long-term self-sufficiency.

The work of The Fedcap Group is structured within four major practice areas: Education, Workforce Development, Occupational Health and Economic Development, which are strategically aligned for maximum impact. The Fedcap Group also invests its time and resources in broader systems change—working in partnership with federal, state and local government to improve the way services are designed, funded and delivered.