Customer Delivery Specialist - (Remote)

About the Mentor Collective: At Mentor Collective , we believe human connection is the key to student success. We partner with higher education institutions to deliver transformative mentoring experiences that improve belonging, retention, and student outcomes. We're entering an exciting new chapter as we evolve from a high-touch services organization into a technology-enabled customer experience company. With major investments in AI, automation, and our platform, we're redefining what Customer Success looks like in higher education. About the role: We are looking for a curious, organized, and proactive Customer Delivery Specialist to help our higher education partners launch successful mentoring programs. This is an entry-level role (great for ambitious new graduates!) sitting at the intersection of customer experience, project management, and operations. As the primary coordinator for program implementations, you will guide higher education partners through project timelines, support with platform configuration, data preparation, and launch readiness. We don’t expect you to know everything on day one—we are looking for someone trainable, naturally organized, eager to learn, and obsessed with both the details and delivering an exceptional customer experience . If you love bringing order to complex projects, a genuine passion for customer service, thrive on helping college and university partners succeed, and want to learn how modern EdTech companies scale through technology and AI, this is the perfect starting line for your career! This role sits at the intersection of project management, customer experience, and operations . You'll partner closely with Customer Onboarding and Customer Success Managers to execute operational aspects of our customer engagements while helping continuously improve how Mentor Collective delivers programs at scale. You'll own the details that make customer programs successful—from implementation planning and program configuration to launch readiness, intervention execution, and operational excellence —allowing Customer Success Managers to focus on strategic partnership, customer outcomes, and long-term growth. This is a highly collaborative role for someone who enjoys bringing structure to complexity, improving processes , and making both customers and teammates more successful. What You'll Do: Program Management & Project Execution Drive Program Milestones: Lead and coordinate workflows for a portfolio of higher education partners, tracking deliverables and proactively addressing risks to keep launches aligned with critical academic calendars. Platform Configuration & Program Setup: Support the configuration of mentoring programs within the Mentor Collective platform based on institutional goals, matching parameters, and custom user roles. Build and tailor surveys, communication templates, and other core assets. Data Readiness & Quality Assurance: Guide customers through participant data collection, spreadsheet formatting, and system verification, performing thorough quality assurance checks prior to program go-live. Matching & Phase Readiness: Coordinate participant matching workflows and ensure stakeholders are fully prepared, trained, and confident as their program transitions through each phase of the implementation lifecycle. Customer Facilitation & Enablement Deliver Program Services Sessions: Facilitate orientation calls and platform walkthroughs for administrators and staff. Create Help Resources: Assist in developing user guides, launch kits, and self-service resources that help customers become confident platform users. Provide Operational Support: Serve as a responsive, helpful point of contact for customer questions. Operational Excellence & Innovation Learn & Apply AI Tools: Leverage AI, automation, and internal software tools to streamline administrative tasks and improve project efficiency. Cross-Functional Collaboration: Partner closely with Partner Support, Account Executives, Product and Engineering, and Customer Success Managers to ensure a smooth transition from implementation to long-term partner support. Process Improvement: Spot repetitive tasks, suggest workflow improvements, and help continuously refine our playbooks and customer resources What We're Looking For: Core Qualifications Education: Bachelor’s degree required. Experience Level: Entry-level (0–2 years of experience). New graduates are strongly encouraged to apply! Relevant internships, campus leadership, or customer-facing roles are a plus. Key Traits & Skills Curious & Highly Trainable: You ask great questions, pick up new software quickly, and take feedback in stride to continuously improve your skill set. Exceptional Organization & Project Management: You are naturally detail-oriented, live by checklists and project plans, and can juggle multiple deadlines without dropping the ball. Strong Communication Skills: Clear, confident, and professional written and verbal communicator. You feel comfortable presenting over Zoom and guiding customers through multi-step processes. High Proactivity & Initiative: You are a self-starter who doesn't wait to be told what to do next. You anticipate customer and team needs, take ownership of issues before they become problems, and actively drive projects forward. Problem-Solving Mindset: You enjoy digging into operational puzzles, troubleshooting issues logically, and figuring out how things work. Interest in Tech, AI & Higher Ed: You are excited about the intersection of education technology, software workflows, and leveraging modern AI tools to work smarter. Don't meet 100% of the requirements? We still want to hear from you. Studies show that women and underrepresented groups often hold back from applying unless they match every qualification. At Mentor Collective, we value potential, curiosity, and drive just as much as past experience. If you’re passionate about this work, please apply! Success in This Role: After your first year, you will have: Successfully coordinated and launched dozens of mentoring programs across various colleges and universities. Mastered our internal platform workflows, AI productivity tools, and services methodologies. Built strong, trust-based working relationships with both internal teams and stakeholders. Gained foundational, highly transferable experience in SaaS operations, EdTech implementation, and project delivery. Benefits: 100% remote company 5 Medical plans - all PPO plans 1 Medical plan option is 100% employer-covered (employee-only tier) 5 Dental/Vision plans HSA, FSA, Dependent FSA options Talkspace mental health therapy covered at no cost to the employee Annual travel benefits to seek out-of-state care from specialists for reproductive and gender-affirming care One Medical membership covered at no cost to the employee Flexible PTO with a minimum requirement for employees 12 Company holidays Company-wide 'winter break' between Christmas & New Year each year 401k benefits + Company Match Stipend for WFH office setup Flexible work schedule, ability to work remotely while traveling Compensation: Estimated base compensation is $55,000–$60,000 with an opportunity for $5,000–$10,000 in bonus potential for an expected OTE of $60,000–$70,000 . This is a Full-Time, Exempt position. You are welcome at Mentor Collective Mentor Collective welcomes any and all people, embracing their age, race, gender identity, sexual orientation and expression, physical or mental ability, ethnicity, nationality, culture, religion, and perspective. We want to create an inclusive and equitable work environment that reflects the very students and universities we serve. We are an equal-opportunity employer and value diversity at our company. We do not discriminate based on age, race, color, ancestry, national origin, gender, caregiver status, gender identity or expression, religion, physical or mental disability, medical condition, legally protected genetic information, marital status, veteran status, military status, housing status, sexual orientation, or any other factor determined to be an unlawful basis for such decisions by federal, state, or local statutes.