Job description
Great Purpose. Great People.
Great Opportunities.
At Imagine Learning we ignite learning breakthroughs. It drives everything we do. We innovate together to support educators in creating those special moments when students experience the joy of learning at its best.
We also ignite career breakthroughs, with the majority of our positions being fully remote opportunities that offer you what you’re really looking for: flexible work arrangements, interesting and meaningful job responsibilities, career growth, and a supportive team.
Imagine Your Impact
.
The Customer Success Operations Manager is a primary liaison between the Customer Success team and internal stakeholders. They see the bigger picture of Customer Success and retention, as well as all internal parties involved. Also, the role ensures Customer Success runs efficiently with internal tools and processes that will impact internal teams as well as external customers.
Position Type: This is a regular, full-time position.- Compensation: Base pay is anticipated to be between $68,515.00 and $70,000.00 per year. Eligible employees may also receive incentive/commission/annual bonus pay based on individual and/or company performance. Compensation may vary based on factors such as, but not limited to, individual skills, experience, training, education/certifications, geographic location, internal equity, and local market conditions.
- Location: In this US-based position your location will be remote.
- Travel: You can also expect up to 30% travel, so be sure you have a valid driver’s license and automobile insurance and a clean driving record for at least the preceding 39 months.
Envision Your Experience
.
In this role you’ll have the opportunity to:
- Identifies and drives improvement initiatives for Customer Success employees to empower them to be more effective and efficient in their roles and spend more time engaged in Success activities.
- Owns interdepartmental projects by fulfilling project needs and leading cross-functional teams to ensure project success while maintaining positive stakeholder relationships.
- Administers the ChurnZero end-user experience for all functional components, including strategic guidance and reinforcement of goals and overseeing end-user adoption of said solutions.
- Manages account assignments of Success reps in the CRM and addresses ongoing needs related to account assignments.
- Reviews current operational processes to identify opportunities for improvement, as well as tracks KPIs related to Customer Success performance and provides reports and data visualizations.
- Oversees and administers the CS team knowledge base, including content curation for new Customer Success employees, SOPs, and content creation/updates.
- Reports and analyzes field satisfaction and tracks leading indicators for renewals and expansions.
- Coordinate with Marketing team and Success leaders to synchronize email outreach along Success touchpoints.
- Nurtures productive, trusting relationships with the Customer Success team in support of their operations and projects.
- Collaborates effectively with internal teams to personalize solutions for each customer.
- Engages with and nurtures positive relationships with internal and external stakeholders.
- Other duties as required.
Share Your Expertise .
Experience, education, and qualifications essential for success in this role, include:
- Bachelor’s degree in related field and 6+ years of experience managing customer relationships at an education technology company; or an acceptable combination of education and experience.
- Direct and proven work experience with establishing strategic outcomes and measurements.
- Experience with business drivers for teachers, students, business process owners, and senior district and/or state administration.
- Experience working with and presenting results to senior level executives preferred.
- Ability to quickly establish rapport with all levels of personnel, up to and including Superintendent and Chief Academic Officer.
- High-energy level with a demonstrated drive to succeed and sense of urgency.
- Ability to use and interpret data analytics and spreadsheets.
- Experience within a fast paced, growth organization is ideal.
- Understands the basics of working with Microsoft Outlook, Word, and Excel.
- Develops expertise in NetSuite, ChurnZero, and Power BI.
- Excellent communication and analytical skills.
- This position is remote but may require up to 30% travel.
Ignite Your Career .
Imagine Learning is committed to fostering, cultivating, and preserving a culture of Diversity, Equity, and Inclusion.
We support your unique career journey by providing flexibility, investing in wellbeing, and propelling growth.
We offer a flexible workplace, with the majority of employees enjoying the opportunity to work from home within the US. Headquartered in Scottsdale, AZ, we also maintain offices in Austin, TX, Petaluma, CA, and Rock Rapids, IA.
Imagine Learning provides a comprehensive benefits program to eligible employees, including:
- Multiple health, dental, and vision plans, including medical plans with zero employee premiums
- 401k plan with a company match
- Company-paid behavioral health coaching
- 15 paid holidays, including 2 floating holidays and a winter shutdown from Christmas Eve through New Year’s Day
- 15 days of accrued annual Paid Time Off (PTO)
- Fertility benefits
- Paid bonding leave when a new child joins your family
- Life and short and long-term disability insurance
- Pre-tax savings plans
- Paid volunteer hours and annual giving events
- A wide variety of professional development programs, including tuition reimbursement
Imagine Learning is an Equal Opportunity Employer committed to a diverse workforce, providing equal employment and advancement opportunities to qualified individuals. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, veteran status, or any other protected status. Imagine Learning will reasonably accommodate qualified individuals as required by law.
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