[Hiring] School Success Manager @Rockstar

Role Description

As a School Success Manager at the company, you'll be at the forefront of their mission to help schools create more effective, equitable, efficient and innovative master schedules. You'll work directly with school partners, guiding them through building their master schedule with the company's solution and ensuring they maximize the benefits of the platform and support model.

Responsibilities

• Lead all aspects of the company's customer-facing support model.
• Own a portfolio of schools: Guide district and charter schools through using the company's solution to build their master schedule.
• Lead onboarding and training for new and returning school schedulers.
• Provide end-to-end support to finalize schedules; this will require problem-solving through complicated constraints and unique school-needs.
• Develop strategic relationships with key stakeholders including lead schedulers, principals, and other members of the scheduling teams.
• Track success metrics for each school, ensuring high levels of satisfaction and renewal rates.
• Serve as a strategic thought partner to school-based teams to ensure their schedule aligns to their unique priorities.
• Troubleshoot complex technical issues as the external representative of the company, with support from the product & engineering team.
• Own a portfolio of accounts: Manage district and charter network accounts through the company's customer journey, developing strategic relationships with key stakeholders.
• Collaborate with the district teams to establish partnership goals, implementation timelines, and training plans.
• Provide the tools and structures necessary for district leaders to manage the master scheduling timelines and understand where each school is at in the scheduling process.
• Support the data integration process by collaborating with district IT teams and the company's data integration team, owning aspects of the data transfer process (e.g., appropriately structuring data files for upload into the company's app).
• Support general operations.
• Communicate and coordinate cross-functionally across the company's sales & marketing and product & engineering teams to share customer feedback and relevant insights into implementation that will improve sales, product, and overall solution.
• Contribute to sales efforts in the scheduling "off-season," including joining sales pitches, leading product demos, and answering questions from prospective school partners.
• Pitch in wherever and whenever is needed to contribute to team success.

Qualifications

• Meaningful experience developing middle and/or high school schedules.
• Willingness to roll up sleeves and work in a scrappy environment.
• Customer success or related experience — experience building systems/processes; consistently delivering support to people and teams so they can achieve their goals.
• Experience in a fast-paced, high-growth entrepreneurial environment.

Who You Are

• An experienced scheduler: Someone who has lived secondary scheduling and has at least 2+ years of experience building and owning a middle and/or high school schedule.
• A "school person": You've worked at least 5 years inside a school. You understand the operations and culture of schools and are driven to improve how schools operate and help them use their most precious resources — time, money, and talent — to best serve students.
• Detail-oriented: You meticulously review schedules, slides, and other related documents with critical attention to detail.
• Strategic: You can take in many different signals, cut through the noise, communicate clearly, and deliver for district/CMO and school partners.
• Efficient: You are excited to build an impactful product in a lean environment. You can handle multiple priorities, tasks, and requests at the same time.
• Collaborative: You have experience working across cross-functional teams and are comfortable in an environment requiring constant collaboration with other colleagues.
• Adaptable: You adjust quickly to changing priorities and conditions, and cope effectively with complexity and change.

Benefits

• Health: Medical, dental, vision, and a contribution-only 401(k) plan.
• PTO: Flexible.
• Personal growth: At the company's current early stage there will be many professional development opportunities as the company grows and evolves, requiring founding staff to grow with it.