Customer Experience Manager (West Coast)

Customer Experience Manager (West Coast)

Department: Customer Experience

Employment Type: Full Time

Location: Remote

Description

The Engagement Manager serves as a strategic advisor to BetterLesson customers and strategically aligns the use of BL products and services to ensure desired outcomes are achieved through tactical planning and proactive risk mitigation. This role is responsible for the post-sale customer experience of large, complex accounts, including onboarding, stakeholder engagement, product delivery, impact measurement, and long-term relationship building. The Engagement Manager partners with the broader BL account team to identify and build relationships with key stakeholders (e.g., district leaders, school leaders, teachers, etc.) in the K-12 sector.

We are looking for candidates on the West Coast.

Here are some things you can expect to accomplish in this role:

Customer Engagement and Loyalty

• Delivers value within the customer experience by using regular cadence of customer correspondence, synchronous and in-person engagement opportunities to demonstrate in depth understanding the customer, their pain points, and the unique attributes of their local education community.
• Leads stakeholders from the buyer journey to the customer journey, including technical onboarding, data migration, product access, and reorientation to BetterLesson and supporting BL teams.
• Establishes and maintains a regular cadence of synchronous engagement with key customer stakeholders to review progress, collect feedback, and communicate new insights/collateral to drive adoption of BL products.
  Drives customer retention and growth for a large, complex portfolio of BetterLesson customers using a high-touch client model.
• Assesses customer needs and tactically aligns BetterLesson products and services at each stage of the customer journey moving the customer towards their expected outcomes.
• Educates customer stakeholders on leading practices for implementation, and adoption of BetterLesson products and services in alignment with customer’s desired outcomes.
• Leverages customer correspondence and journey touchpoints to engage stakeholders in collaboration and strategic planning aligned with customer’s desired outcomes.
• Communicates, coaches, and guides account stakeholders through pivots in project plans using change management practices to prevent risks to account health.
• Serves as a customer advocate with internal BetterLesson stakeholders.

Portfolio Management, Reporting, and Data Analysis

• Creates comprehensive project plans for customer stakeholders with detailed specifications, including service delivery dates, participant lists, key activities, timelines, and owners (both internal and external) leading the execution of the strategic planning of BL service delivery at each touchpoint within the customer journey.
• Compiles quantitative and qualitative data to illustrate the impact of BL’s products for key customer stakeholders at each stage of the customer journey. Uses indicator metrics throughout the customer journey to deploy intervention strategies for accounts at risk of churn.
• Proactively reviews account health and all related product delivery and customer satisfaction data, to tailor approaches to customer needs as well as escalate risks.
• Identifies opportunities for renewal/upsell by leveraging structured GTM campaigns, post-sale collateral, and territory strategic planning.
• Maintains weekly data integrity of Customer Experience reporting metrics and Go-To-Market transparency for customer health as well as progress along the customer journey, including documentation of activity aligned with customer communication and touchpoints delivered for that week. Ensures all correspondence and deliverables are documented in alignment with company guidelines in Quickbase, SalesForce, and BL Lab.

Travel Requirements

• Travels approximately 25% of the year to collaborate with and assist customer stakeholders’ adoption of BL products.

About You:

• Bachelor's degree in Education, Elementary Education and Teaching, Curriculum and Instruction, or a related field, or equivalent experience.
• 3 or more years of experience in consultative, customer-facing roles providing account management within the K-12 market.
• 3 or more years of experience in an educational leadership or administrator role, including as an instructional coach or equivalent related experience within the K-12 market.
• 3 or more years’ experience in the EdTech industry.
• Proficient knowledge of customer management and engagement strategies.
• Proficient knowledge of qualitative and quantitative data compilation, analysis, and reporting to generate insights for impactful customer stories.

We Can Offer You:

• The opportunity to work with an awesome team to solve important problems.
• A competitive salary.
• Health and other employee benefits.
• Equity in the business you are helping to build.
• A flexible schedule and vacation policy.
• The opportunity to spend every day working to improve outcomes for teachers and students.

The base salary range for this role is $75,000-$88,000/year. The compensation that is offered to a successful candidate will depend on relevant education, training, experience, and job related skills of the applicant, and equity with other team members. Apply