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Head of School Success - San Francisco, CA, United States - Edpuzzle
Description
[Full Time] Head of School Success (Remote position) at Edpuzzle (United States) | BEAMSTART Jobs
Head of School Success (Remote position)
Edpuzzle United States
Date Posted
31 Oct, 2022
Work Location
San Francisco, United States
Salary Offered
$120000 — $140000 yearly
Job Type
Full Time
Experience Required
6+ years
Remote Work
Yes
Stock Options
No
Vacancies
1 available
Have you always wanted to combine your passion for education with your customer service skills? What about working for a company where teachers and schools are your customers? If your heart just started beating a little faster, then you just might be Edpuzzle's missing piece
We're looking for someone incredible to step into the role of Head of School Success on the US-based Revenue Team at Edpuzzle, a leading edtech company trusted by over 80% of schools in the USA and millions of teachers and students across the globe, with offices in San Francisco and Barcelona. The right person will lead, coach, coordinate, mentor, and empower our Global School Success Teams in North America, LatAm, EMEA, and APAC. This person will ensure that the global School Success team is building relationships and increasing teacher engagement with key customers around the world to achieve high renewal rates and reduce customer churn.
Responsibilities
Define and deliver your vision of world-class SaaS customer success for the global companyDefine the customer journey and own and deliver on customer health and retention goals and overall account strategiesManage the customer lifecycle, voice, and other critical data points in the CRMImplement and scale the strategic accounts initiative with standard materials, processes, and toolsImplement and manage a standard customer business review cadence with strategic customersDevelop deep and lasting relationships with our customers' leaders and executivesOwn and manage KPI's such as gross retention, teacher engagement rate, feature adoption, net promoter score, etc.Drive true value for customers – find ways for CSM's to deeply understand our customers' objectives and become trusted advisorsDetermine how to define, drive, and demonstrate the value (ROI) deliveredDrive Alignment with Renewals & Expansion on renewals and up-sell strategy and identify new opportunities to pass onto SalesIdentify opportunities for continuous improvementManage, train, and mentor a global School Success teamFoster a healthy culture of learning, growth, and funBuild out a world-class Enterprise School Success Team through thoughtful onboarding and continuous cultivation of your direct reports, priming the next leaders within the organizationEnhance team efficiency through automation of processesServe as a point of escalation for team members and customersIdentify strengths within your team's portfolio and turn them into growth opportunitiesOversee and manage Regional Directors of School Success, and motivate, inspire, and mentor team members to excel, enabling our most senior resources to focus on strategic customer consultation and junior resources to focus on customer-specific support and requestsCollaborate with Sales, refining team operational processes and best practices to ensure consistent delivery and support for our customer baseCollaborate with Sales to help with presale conversations with prospective customers and to ensure smooth transitions from Sales Team to School Success TeamPartner closely with Revenue to deliver a positive, seamless experience for our customers and support continued customer growthPartner with Product and Engineering to continuously improve products and bring the voice of the customer into the organizationGather feedback from other departments to improve the customer experienceHelp foster a company-wide culture of Customer Success
Requirements
Passionate about customers, their success, and how software solutions can achieve their needsExcellent interpersonal and customer service skills in-person, on the phone, through email, and over videoComfortable presenting to different audiences and experience presenting to Executive Management TeamsExcellent sales and customer service skills, organizational skills, attention to detail, and time management skills with a proven ability to meet deadlinesStrong analytical and problem-solving skills and supervisory and leadership skillsAbility to prioritize tasks and to delegate them when appropriateAbility to function well in a high-paced and at times stressful environmentHighly effective at dealing with change and ambiguity as business needs shift responding well under pressure and demonstrating flexibility while ensuring complianceProficient with Salesforce or similar softwareHighly data-driven and proficient with Microsoft Excel (or Google Sheets)A good understanding of customer success methodologies including segmentation, customer journey, and customer health scoringCommercial experience in renewals and/or upsellingStrategic thinker with the ability to think and respond quickly in front of customersSelf-starter able to deliver on objectives through collaboration and persuasionAble to manage simultaneous initiatives and deadlines accurately and efficientlyAble to maintain a positive, collaborative, and upbeat attitudeMust be able to read, write, and speak fluently in English
Physical Requirements
Prolonged periods of sitting at a desk and working on a computerHigh-speed internet connectionAble to travel at least 25% of your time (including internationally)
Hiring for remote work in these states: Arizona, California, Colorado, Connecticut, District of Columbia, Florida, Illinois, Massachusetts, Maryland, Michigan, Minnesota, North Carolina, Nevada, New York, Ohio, Pennsylvania, Rhode Island, South Carolina, Tennessee, Texas, Virginia & Washington
About remote positions:
Work remotely from the comfort of your own home or chosen workspaceReceive guidance from your manager & ask all the questions you needMeet with your manager on a weekly basis to review status & brainstorm new projects to accomplish goalsSet daily tasks with your manager initially, over time becoming more autonomous & proactive in proposing new ideas to reach goals
Education & Experience
Bachelor's degree is required; Master's or MBA preferredExperience creating a customer-centric team culture and mentoring team members' careers5+ years of customer success or account management at a SaaS or software solution company3+ years of leading customer success teams at a SaaS or software solution company
Benefits
Competitive salary of $120,000 – $140,000Medical, vision, and dental insurance401(k) matchingFlexible PTO14 paid holidaysMacBook, monitor, and flexible work-from-home setupIncredible opportunity to grow, learn & build lifetime bonds with other passionate people
Edpuzzle is an equal opportunity employer that is committed to diversity and inclusion in the workplace. We prohibit discrimination and harassment of any kind based on race, color, sex, religion, sexual orientation, national origin, disability, genetic information, pregnancy, or any other protected characteristic as outlined by federal, state, or local laws.
This policy applies to all employment practices within our organization, including hiring, recruiting, promotion, termination, layoff, recall, leave of absence, compensation, benefits, training, and apprenticeship. Edpuzzle makes hiring decisions based solely on qualifications, merit, and business needs at the time.
References from previous employers will be requested from candidates during the selection process. If you'd like to be considered for this position, please apply below. We look forward to hearing from you
About Edpuzzle Make any video your lesson.
Company Size: People Year Founded: 2013 Country: United States Company Status: Actively Hiring Looking for Partners Looking for Clients Raising FundsShare This Job More Full Time Jobs Staff Software Engineer
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