Job Description

[Full Time] Head of School Success (Remote position) at Edpuzzle (United States) Head of School Success (Remote position) Edpuzzle United States Date Posted: 31 Oct, 2022 Work Location: San Francisco, United States Salary Offered: $120000 — $140000 yearly Job Type: Full Time Experience Required: 6+ years Remote Work: Yes Vacancies: 1 available Have you always wanted to combine your passion for education with your customer service skills? If your heart just started beating a little faster, then you just might be Edpuzzle’s missing piece! We're looking for someone incredible to step into the role of Head of School Success on the US-based Revenue Team at Edpuzzle, a leading edtech company trusted by over 80% of schools in the USA and millions of teachers and students across the globe. The right person will lead, coach, coordinate, mentor, and empower our Global School Success Teams in North America, LatAm, EMEA, and APAC. Responsibilities: Define and deliver your vision of world-class SaaS customer success for the global company. Define the customer journey and own and deliver on customer health and retention goals. Manage the customer lifecycle, voice, and other critical data points in the CRM. Implement and scale the strategic accounts initiative with standard materials, processes, and tools. Implement and manage a standard customer business review cadence with strategic customers. Develop deep and lasting relationships with our customers’ leaders and executives. Own and manage KPIs such as gross retention, teacher engagement rate, feature adoption, net promoter score, etc. Drive true value for customers and find ways for CSMs to deeply understand our customers’ objectives. Drive alignment with Renewals & Expansion on renewals and up-sell strategy. Identify opportunities for continuous improvement. Manage, train, and mentor a global School Success team. Foster a healthy culture of learning, growth, and fun. Build out a world-class Enterprise School Success Team. Enhance team efficiency through automation of processes. Serve as a point of escalation for team members and customers. Oversee and manage Regional Directors of School Success. Collaborate with Sales to refine team operational processes. Partner closely with Revenue to deliver a positive customer experience. Gather feedback from other departments to improve the customer experience. Requirements: Passionate about customers and their success. Excellent interpersonal and customer service skills. Comfortable presenting to different audiences and experience presenting to Executive Management Teams. Strong analytical and problem-solving skills. Proficient with Salesforce or similar software. A good understanding of customer success methodologies. Commercial experience in renewals and/or upselling. Self-starter able to deliver on objectives through collaboration and persuasion. Must be able to read, write, and speak fluently in English. Physical Requirements: Prolonged periods of sitting at a desk and working on a computer. Able to travel at least 25% of your time. Education & Experience: Bachelor’s degree is required; Master’s or MBA preferred. 5+ years of customer success or account management at a SaaS or software solution company. 3+ years of leading customer success teams at a SaaS or software solution company. Benefits: Competitive salary of $120,000 – $140,000. Medical, vision, and dental insurance. 401(k) matching. Flexible PTO. 14 paid holidays. MacBook, monitor, and flexible work-from-home setup. Edpuzzle is an equal opportunity employer that is committed to diversity and inclusion in the workplace. We prohibit discrimination and harassment of any kind. If you'd like to be considered for this position, please apply below. We look forward to hearing from you! Apply Here #J-18808-Ljbffr Edpuzzle

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