[Hiring] Customer Experience Lead @Pressbooks

Role Description

Pressbooks is in a unique market position. We are considered essential infrastructure within the open education community, a small but growing niche within higher education, and most of our clients adore us. Because our versatile publishing platform can be invaluable to many parts of organizations that center on learning, knowledge creation and sharing, we’re excited about opportunities to grow our footprint within and beyond our established base.

The Pressbooks Customer Success Lead works alongside network and institutional managers to help them achieve their goals with Pressbooks, and turns that on-the-ground experience into evidence the team can act on. That evidence runs in both directions: it shapes what we build, and it shapes how Sales and Marketing position and price what we have already built. The role is also custodian of the process by which we decide what to build next: convening the quarterly prioritization session, keeping the record of what was decided, and reporting when work drifts from what was agreed.

The CX Lead is a member of Pressbooks’ customer-facing team and reports directly to the VP Strategic Engagement & Growth. This is a highly collaborative function that engages regularly with customers and works closely with the Marketing, Sales, Product and Support functions.

The CX Lead is responsible, in collaboration with the broader team, for developing, implementing, and measuring the effectiveness of strategies related to customer success-focused KPIs.

Qualifications

• You love building relationships with clients and working proactively to help them apply best practices and achieve success.
• You thrive working across functions (account management, product, support, marketing, customer success, etc.) to improve the customer experience.
• You are adept at listening to clients, gathering data about their needs and goals, and then identifying and prioritizing activities to positively impact customer happiness, growth, and retention.
• You are comfortable running a study end to end, from framing the question through to reporting what the findings mean commercially.
• You write clearly and you facilitate well.
• You have excellent organizational and people skills.
• You are determined and self-motivated.
• You approach problem-solving with curiosity, creativity, and an openness to experimentation.
• You reliably deliver high-quality work.
• You get excited about using data to figure out how to improve and work smarter.
• You know how to work productively in a small, collaborative team.
• You are skilled at managing your time and energy in a largely autonomous remote work environment.

Requirements

• Bachelor’s degree in Business, Education, Technology, Communications, or a related field.
• 5+ years of proven experience in customer success, account management, program or instructional support, institutional publishing, or a similar client-facing role in the technology or education sector.
• Experience designing, running and reporting on research with clients or users, whether surveys, interviews, or both.
• Excellent written communication, including the ability to summarize a decision and the reasoning behind it so that someone who was not in the room can follow it.
• Facilitation skills, including the ability to run a working session where capable people disagree and to record that disagreement fairly.
• Excellent interpersonal, presentation, and collaboration skills.
• Strong problem-solving skills and the ability to manage multiple priorities and tasks with great attention to detail.
• A passion for education and the intersection of technology, learning, and knowledge-sharing.
• Strong organizational and project management skills with the ability to handle multiple projects simultaneously and collaborate cross-functionally with other teams.
• Analytical skills and experience using data to set priorities and inform decisions and strategy.
• Proficiency with Google Workspace applications (Docs, Sheets, Slides, email, calendar, etc.).

Nice to Have

• Prior experience with Pressbooks and/or other digital publishing platforms.
• Prior experience with Learning Management Systems.
• Prior experience in the domains for which institutional clients use Pressbooks: academic publishing, instructional design, learning technology, open education, etc.
• Familiarity with how institutions fund and procure software, particularly in higher education.
• Experience contributing pricing, packaging or willingness-to-pay evidence.
• Experience with customer journey mapping.
• Familiarity with survey research design, execution, and analysis at scale.
• Familiarity with Hubspot, Zendesk, and/or CRM and/or customer support systems.

Benefits

• 4-day work week, with Fridays off.
• 4 weeks of vacation and time off during the December holidays.
• Extended health care, including dental and vision.
• 24/7 telehealth services.
• Employee assistance program (legal, financial and career).
• Generous benefits package that includes:
• Tech allowance.
• Wellness allowance.
• Book allowance.
• Internet allowance.
• Home office allowance.
• Group RRSP.
• Memberships to discount platforms.

What to expect once you apply

After initial screening for qualifications, you will be invited to join a 30-minute intro call with our recruitment team, during which we will walk you through the team’s mission, the role, and the interview process.

Following the intro call, we will invite selected candidates to advance to a one-hour interview with the hiring manager. Finalists will be invited to an additional 1-hour interview with members of your future team.

Job Type

Full-time

Location

Canada-wide remote

Travel

Periodic, 1 to 4 times per year, to attend conferences, meet with clients, and join meetings and work sessions with all or part of the Pressbooks team.