Senior Manager, Partner Success--Strategic Accounts (Remote)

Senior Manager, Partner Success--Strategic Accounts (Remote)

Department: Partner Success

Employment Type: Full Time

Location: Denton, Texas

Description

Be a Part of our Team!

Join a working family that is dedicated to the mission of the work we do!

Teaching Strategies is an innovative edtech organization focused on connecting teachers, children, and families. As front runners in the early childhood education market, we build dynamic, top-quality digital products that integrate all of the essential elements of a high-quality solution: curriculum, assessment, professional development, and family engagement. We are building a team of results-oriented individuals who will thrive in a collaborative, work-hard/play-hard culture. We pride ourselves on the impact we have on the early childhood field through supporting teachers who are doing the most important work there is, teaching children to become creative, confident thinkers.

Position Overview

The Partner Success team's mission is to provide a world class experience for our customers. The team is responsible for building and delivering best in class customer journeys that allow our customers to realize the value of Teaching Strategies solutions as soon as possible and to encourage adoption of those solutions within their organizations. We are looking for a forward-thinking, creative, and strategic Senior Manager of Partner Success to manage our nationwide team of Strategic Partner Success Managers. This person will focus on redefining consistent, scalable, and measurable processes related to a client's journey with Teaching Strategies, particularly for our high volume of smaller customers. This role requires a strong balance of creativity and refined execution, so we are looking for a candidate eager to experiment, explore new tactics, and continually improve our ability to understand and connect with our clients. This position involves managing 5-7 Partner Success Managers in a fast-paced, high energy, ever-changing environment where customer success and retention is the main goal.

Specific Roles & Responsibilities:
• 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

Qualifications:
• 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

Why Teaching Strategies

At Teaching Strategies, our solutions and services are only as strong as the teams that create them. By bringing passion, dedication, and creativity to your job every day, there's no telling what you can do and where you can go! We provide a competitive compensation and benefits package, flexible work schedules, opportunities to engage with co-workers, access to career advancement and professional development opportunities, and the chance to make a difference in the communities we serve.

Let's open the door to your career at Teaching Strategies!

Some additional benefits & perks while working with Teaching Strategies

Teaching Strategies offers our employees a robust suite of benefits and other perks which include:
• 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

Teaching Strategies is an equal opportunity employer and is committed to fostering a workplace where everyone can thrive.

Equal Employment Opportunity (EEO)
Family and Medical Leave Act (FMLA)
Employee Polygraph Protection Act (EPPA)