K-12 customer success manager – southeast
About our client: their mission and opportunity
Our client combines decades of research on the science of reading to produce the first intelligent reading assistantThe interactive tutor listens, assesses and accelerates reading mastery giving teachers meaningful insights into their students’ reading abilities and helps emerging readers grow into motivated and masterful ones.
Who you are:
Our client’s customer success team is the tip of the spear for our client’s missionYou will partner with school districts to ensure that our clients’ platform is successfully implemented and is helping children become better readersYou will work with the rest of the organization to uncover new ways to improve our client’s product and make it the tool students use to practice reading.
What you’ll do:
Build trusted relationships
You build strong relationships keyed to trustYou will spend a lot of time in schools and classroomsYou will communicate with a variety of users (administrators, teachers, and students) about their adoption trends and sentiment, and mine opportunities for deeper engagementBecause of your strong relationships, you identify opportunities for customers to act as our client advocates.
Establish and implement customer support practices
You enable successful roll-out of our client’s products in schools and classrooms, including sharing and developing relevant collateral, processes, and practices that optimize the customer experienceYou gather feedback from customers, study other customer success programs and analyze data to identify and disseminate best practicesYou establish practices that schools and districts can implement to drive successYou provide insights to customers to ensure that they get the most out of our client’s software.
Provide technical and product support
You know our client’s products inside and outYou are often called upon to provide first and second tier technical support to customers or to provide training on our client’s productsYou will build and manage solutions and systems with a high level of accuracy and attention to detailYou marshal resources across our client and our client’s partner organizations to support customers’ needsYou help district leaders understand the best ways to utilize our client based on their needs.
Drive product improvement
Customer success managers are the conduits for user feedbackYou must be excellent at distilling the reasons why our client’s product is working well and why it is failing to deliver valueYou then convey this information back to r&d in an actionable form, working to find the right compromises between engineering and service implementation time/cost and customer value.
Skills and experience:
5+ years of teaching experience at the k-3 level
Instructional leadership experience in early literacy preferred
You are highly organized and can direct others.
You are an excellent communicator, both orally and in writing.
Strong technical aptitude and analytical skills, with the ability to translate data into insights
Highly collaborative and responsive with internal and external stakeholders
Flexible approach, able to operate effectively with uncertainty and change
Experience working with and managing relationships with stakeholders and customers
This is an execution-oriented role with a reasonable amount of routine work and long hours
Job category: sales market: k-12 location: remote type: external