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Director of Customer Success, Schools Division

Company: Age of Learning, Inc.
Location: Glendale
Posted on: April 5, 2021

Job Description:

Director of Customer Success, Schools Division Age of Learning is a leading education technology innovator based in Glendale, California, with a talented team of more than 600 individuals comprised of nationally-renowned educators, curriculum experts, developers, artists, writers, designers, engineers, producers, product managers,--analysts--and marketing experts! Together we develop engaging, effective digital learning technology and content to help children build a strong academic foundation for lifelong success. Our flagship product ABCmouse.com --Early Learning Academy--is a comprehensive online curriculum and the #1 digital learning product for young children. To-date, more than 30 million children worldwide have completed over 7 billion Learning Activities on ABCmouse. We recently launched Adventure Academy, the first massively multiplayer online (MMO) game designed specifically to help elementary- and middle-school-aged children learn. It features thousands of engaging Learning Activities-including minigames, books, original animated and live action series, and more-in a fun and safe virtual world. Other Age of Learning programs include immersive English language learning products for children in China and Japan; ReadingIQ, a digital library and literacy platform; and a groundbreaking personalized, adaptive digital learning system that individualizes math instruction for every child through AI-driven technology. We are committed to helping all children succeed. We provide our educational programs at no cost to teachers, Head Start programs, public libraries, and other community organizations, and have served millions of children through these initiatives. We recently established the Age of Learning Foundation to expand this work globally. As we expand our global reach and increase the educational impact of our programs, we're looking for passionate, ambitious, and collaborative leaders to become a part of our growing team. Summary: Over the past decade, Age of Learning products have been proven to improve learning outcomes and are loved by millions of families and kids. As a well-funded and profitable private company with a seasoned leadership team, Age of Learning invests in developing innovative education solutions to further its mission of helping kids everywhere achieve academic success. To date, Age of Learning's primary business model has been providing subscription products to parents at home. Over the past five years, the company has made significant investments in patented personalized mastery learning products that we believe can drive significant learning outcomes in schools. Age of Learning is seeking to add to its leadership team a Director of Customer Success (reporting to the General Manager, Schools Division), who will be the advocate for Customer Success, thus assuring the success of this new division.-- The successful candidate will be responsible for driving customer success with Age of Learning schools products and services across the end-to-end customer journey. This position will support purchasing objectives, establish school, school district, and state-level relationships, and develop data-driven processes that align with customer needs and provide early warning for potential issues and opportunities. This position will also cultivate and protect existing revenue streams while identifying opportunities to upsell new products.-- Partnering closely with Sales, Marketing, Product, Tech, and the Brand/Customer Support teams, the head of Customer Success will deliver a results-focused approach to customer success while building organizational capacity in this area.-- Responsibilities:

  • Develop and manage a multi-year Customer Success plan for school products
  • Partner with Sales and Services teams to optimize the speed to value in product implementations.
  • Develop efficient and effective processes to assure successful product pilots and pilot conversions to paid engagements.--
  • Develop internal--Customer Success Dashboards within Salesforce.com to provide internal stakeholders transparency into the customer success journey, and to evaluate Age of Learning school's experience.
  • Create market-leading, customer-facing dashboards to ensure transparency at the classroom, school, and district level.
  • Develop best practices for Customer Success to maximize and optimize the customer's product usage.
  • Develop and enhance cross-functional proactive processes that touch the customer journey from implementation through renewal, differentiating processes as appropriate for different customer segments.
  • Manage and track the performance of renewal in and upsell/cross-sell to new Age of Learning products for existing customers.
  • Manage and track customer satisfaction and net promoter score for existing customers.
  • Identify and take action on at-risk customers, collaborating with other business units as necessary to present a unified experience.
  • Serve as the primary business liaison for customers, providing connections to internal Age of Learning resources as necessary.
  • Utilize a strong understanding of customer strategy and organizational structure to develop and articulate value proposition around using Age of Learning products and services.
  • Communicate status of key account issues regularly with GM Schools.
  • Develop feedback systems that enable constant improvements in customer experience. This includes developing numerous listening, monitoring, and measurement methods. Communicating the voice of the customer to internal constituents. Required Qualifications:
    • Bachelor's Degree with a minimum of 5 years end-to-end customer success management experience in the education industry.
    • Demonstrated ability to develop customer usage/engagement metrics and obtain successful customer success outcomes.
    • Ability to diagnose common customer needs and issues, and to translate those needs into actionable solutions.
    • Experience optimizing and delivering customer implementation programs.
    • Experience building and executing customer rollout plans.
    • Strong demonstrated education service-delivery experience.
    • Ability to work as a key member of a cross-functional organization, providing leadership and mentoring to less-experienced members of the team.
    • Ability to use a structured customer-success methodology, and to identify gaps and improvement opportunities.
    • Excellent active listening and executive communication skills.
    • A high degree of professionalism and proven ability to interact with education stakeholders. We Provide: Highly competitive PTO policy Casual Dress Code Gaming room including an Arcade (2,000+ games) Frequent team and company outings Limitless opportunities for professional growth!

Keywords: Age of Learning, Inc., Glendale , Director of Customer Success, Schools Division, Executive , Glendale, Arizona

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