Customer Success Manager - Northeast
Rosetta Stone- Full Time
- Posted : 4 years ago
TELECOMMUTE Location: Remote, United States
The Customer Success Manager is responsible for overseeing the delivery of a range of educator professional learning and implementation support services within an assigned geographic area. Reporting to the Sr. Implementation Manager, this person will work closely with K-12 district and school leaders to plan and coordinate the delivery of services and work with educators and instructional leaders to coach them on how to implement Lexia Reading programs with fidelity. The ideal candidate has elementary or secondary teaching and/or administrative experience, preferably with a background in literacy education. S/he has excellent organizational and leadership skills and is adept at working in a professional learning and coaching capacity on-site in school settings.
Responsibilities and DutiesCoordinate, deliver and track implementation and professional learning services to a large K-12 customer base in an assigned geographic region to achieve all goals for retention and expansion
Develop comprehensive, customized implementation plans in consultation with various identified stakeholders
Coordinate on-site and remote professional learning
Facilitate a portion of the on-site and live online professional learning
As part of the support for district and building leadership, provide guidance on and align resources to local standards, staff needs, implementation best practices and complementary programs in use at the school
Analyze feedback on professional learning sessions to ensure customer satisfaction
Analyze and interpret student and staff data to determine implementation status and needs to initiate proactive solutions to drive student and staff usage and ensure optimal student outcomes
Analyze district account data to determine implementation status and identify customer needs
Proactively communicate implementation gaps to customer
Problem solve and offer solutions to address identified implementation gaps
Understand all facets of Lexia’s programs – technical and operational, as well as internal Lexia systems and processes
Maintain an upbeat, enthusiastic attitude and outgoing personality that inspires our clients and fellow team members and achieve high client satisfaction ratings
Maintain customer information and track implementation activity using SalesForce.com
Coordinate internal communication and collaboration across multiple internal teams to support the success of the customer
Travel up to 30%+, while maintaining a high productivity level
Qualifications:
- Minimum of a Bachelor's degree
- 3 years of direct client experience in support of customer facing function (professional learning, customer service, sales)
- 3 years of elementary or secondary teaching and/or administrative experience, preferably with a background in literacy
- Experience in the development and delivery of professional learning for K-12 educators
- Experience inspiring others to action (sales, leadership, fundraising, public service)
- Highly adept with technology, and quick to learn new technologies and apply solutions
- Experience with and ability to communicate across all levels of an organization, excellent written and spoken communication skills
- Strong data analysis skills
- Experience with data driven instruction
- Ability to travel 30%+
Skills
- Administrative Works
- communication skills
- Teaching
- Customer Support
- Problem Solving
- CUSTOMER SERVICE
- Team Management
- Customer Success
- Management
