Job description
Job Purpose (Summary): The Area Success Manager is accountable for managing the daily responsibilities of a team of Customer Success Managers (CSMs). This role works closely with CSMs to help successful customer onboarding, product implementation, and success goals. The ideal candidate has experience in EdTech, preferably with a background in K-12 education and managing customer-facing teams. The Area Success Manager has excellent organizational and leadership skills and is adept at working in a professional learning and coaching capacity both internally and with customers.
Philosophy: We, at ExploreLearning, are proud to provide our community with service that is comprehensive, compassionate, and empowers teachers and students to be successful as they meet the challenges of K-12 STEM education. As ExploreLearning associates, we are committed to serving with the understanding educators and educational institutions deserve easy pathways to program success and demonstrating the highest level of professionalism and cooperation both internally and with customers.
Job Responsibilities:
- Recruit, hire, and supervise a team of Customer Success Managers to provide an outstanding customer experience that exceeds customer expectations through effective and efficient onboarding of new customers and drives greater usage/adoption over time, improving customer ROI.
- Provide ongoing coaching, performance management, and mentorship to Customer Success Managers.
- Develop and maintain customer and team training/on-boarding materials.
- Monitor team efficiency and provide opportunities for continuous improvement of performance, operations, and processes.
- Partner cross-collaboratively to be the Voice of the Customer, ensure a unified customer experience, increase customer engagement, recommend product enhancements, and monitor escalations.
- Monitor customer activity throughout the customer lifecycle to inform customer health and retention.
- Collaborate on customer-facing professional learning content.
- Maintain a deep understanding of ExploreLearning solutions and content.
Job Requirements:
- Bachelors’ degree or equivalent work experience.
- 3+ years’ experience in a successful mentor or leadership role.
- 4+ years of customer-facing experience (Customer Success, Professional Learning, Customer Service, Sales/Account Management).
- Proficiency with Salesforce, Google Drive, Microsoft Office Suite, and project management tools.
- Drives with urgency, professionalism and execution that establishes a new level of expected customer service performance.
- Proven data analysis skills.
- Excellent oral and written communication, persuasion, interpersonal, and customer relationship building skills.
- EdTech industry experience required, K-12 education experience preferred.
- Excellent problem solving, facilitating, and negotiating, and presentation skills.
- Ability to function effectively in a virtual team environment with minimal supervision.
- Ability to travel to company meetings, conferences, and customer events.
Required Competencies:
- Building a Successful Team: Using appropriate methods and a flexible interpersonal style to help build a cohesive team, facilitating the completion of team goals.
- Building Partnerships: Identifying opportunities and taking action to build strategic relationships between one's area and other areas, teams, departments, units, or organizations to help achieve business goals.
- Inspiring Others: Using interpersonal styles and methods to inspire and guide team members toward higher levels of performance.
- Driving Execution: Translating strategic priorities into operational reality; aligning communication, accountabilities, resource capabilities, internal processes, and ongoing measurement systems to ensure that strategic priorities yield measurable and sustainable results.
- Facilitating Change: Encouraging others to seek opportunities for different and innovative approaches to addressing problems and opportunities; facilitating the implementation and acceptance of change within the workplace.
- Decision Making: Identifying and understanding issues, problems, and opportunities; comparing data from different sources to draw conclusions; using effective approaches for choosing a course of action or developing appropriate solutions; taking action that is consistent with available facts, constraints, and probable consequences.
- Customer Focus: Ensuring that the customer perspective is a driving force behind business outcomes and activities; crafting and implementing service practices that meet customers' and own organization's needs.
Why Work With Us?
In addition to competitive salaries and generous benefits, ExploreLearning offers an exciting and dynamic working environment in which creativity, teamwork and professional growth are valued and rewarded. Our award-winning online programs bring engaging and effective instructional strategies to K-12 classrooms around the world. Over the course of the last 20+ years, we’ve received numerous awards from some of the worlds most respected education organizations, and were recently named one of the Best Places to Work in Virginia.
Our office is based in historic downtown Charlottesville, Virginia, located approximately 100 miles southwest of Washington, D.C., and consistently rated one of America’s best places to live. The area offers a wide variety of business, cultural, historical, educational and sport-related attractions.
To learn more about our organization and the exciting work we do,
visit us online.
An Equal Opportunity Employer
We are dedicated to fostering a culture that celebrates unique backgrounds, ideas, and experiences. All qualified applicants will receive consideration for employment without discrimination on the basis of race, color, religion, sex, gender, gender identity/expression, sexual orientation, national origin, protected veteran status, or disability.
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