[Hiring] Manager, Partner Success @Teaching Strategies, LLC

Role Description

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.

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.

• 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

Qualifications

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

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