Manager, Partner Success--Team East (Remote)

Teaching Strategies•Denton, TX

1d•Remote

About The Position

Be a Part of our Team! Join a working family that is dedicated to the mission of the work we do! Teaching Strategies is an innovative edtech organization focused on connecting teachers, children, and families. As front runners in the early childhood education market, we build dynamic, top-quality digital products that integrate all of the essential elements of a high-quality solution: curriculum, assessment, professional development, and family engagement. We are building a team of results-oriented individuals who will thrive in a collaborative, work-hard/play-hard culture. We pride ourselves on the impact we have on the early childhood field through supporting teachers who are doing the most important work there is, teaching children to become creative, confident thinkers. Position Overview The Partner Success team's mission is to provide world-class experience for our customers. The team is responsible for building and delivering best-in-class customer journeys that allow our customers to realize the value of Teaching Strategies solutions as soon as possible and to encourage adoption of those solutions within their organizations. We are looking for a forward-thinking, creative, and strategic Manager of Partner Success to manage our East Coast Partner Success Specialists. [KS1] This person will focus on redefining consistent, scalable, and measurable processes related to a client's journey with Teaching Strategies, particularly for our high volume of smaller customers. This role requires a strong balance of creativity and refined execution, so we are looking for a candidate eager to experiment, explore new tactics, and continually improve our ability to understand and connect with our clients. This position involves managing 5-7 Partner Success Specialists in a fast-paced, high energy, ever-changing environment where customer success and retention is the main goal.

Requirements

2-4 years of experience in Customer Support, Customer Success, Educational Leadership, Onboarding/ Implementation or Account Management with examples of success
2-4 years of experience managing a team
Bachelor’s degree in business, education or other related area required
Ability to comfortably communicate at multiple levels with customers (i.e. technical/non-technical /management).
Must have proven track record and capabilities for delivering excellent customer experiences and customer retention
Must have strong analytical, problem solving and troubleshooting skills
Excellent written and verbal communication skills
Effective organizational skills
Effective presentation skills

Nice To Haves

Experience with Teaching Strategies products and services highly preferred
Experience with Salesforce, ChurnZero, or another CRM solution is highly desired
Superior organizational capabilities and time management skills are a must

Responsibilities

Trains, continually develops, and manages 5-7 Partner Success Specialists
Manages and refines implementation and onboarding processes and strategies to support our smallest of customers find success and delight with our resources
Understands and anticipates customer's needs and continually iterate on processes and strategies to aid in quicker onboarding and implementation of our resources
Develops product knowledge expertise in order to guide customers to realize value quickly
Tracks implementation tasks against a schedule and coordinates with internal staff to ensure goals are met on a timely basis
Takes a proactive data driven approach by ensuring that customer adoption and usage metrics track with expectations.
Identifies churn risks and develops proactive plans to increase customer retention. Performance will be measured by overall customer satisfaction metrics as well as retention rates.
Serves alongside other Partner Success managers on the Partner Success Leadership team to foster collaboration, best practices, and help advise on the direction of the department
Works closely with our sales team to manage the life of our accounts post-sale through renewal- Provides ongoing feedback on ways to improve client onboarding and implementation success
Works with the Support and development teams on improving the product based on customer feedback
High level customer support and communication and the ability to de-escalate issues

Benefits

Competitive compensation package
Employee Equity Appreciation Program
Health and wellness insurance benefits
401k with employer match
Flexible work environment
Unlimited paid time off (which includes paid holidays and Winter Break)
Paid parental leave
Tuition assistance, professional development, and opportunities for career growth
Best in class technology equipment for every employee
Penthouse suite in downtown DC seconds away from Washington Nationals Stadium and Audi Field