Teaching Strategies, LLC

Manager, Partner Success – Onboarding Team

Teaching Strategies, LLC

full-time

Posted on:

Location Type: Remote

Location: Texas • United States

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About the role

  • 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

Requirements

  • 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 areas 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
Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools
customer supportcustomer successonboardingimplementationaccount managementteam managementanalytical skillsproblem solvingtroubleshootingpresentation skills
Soft Skills
communicationorganizational skillstime managementcustomer retentioncollaborationde-escalationproactive approachcustomer satisfactionfeedback provisionadaptability
Certifications
Bachelor's Degree