Note: The job is a remote job and is open to candidates in USA. Ellevation Education is a mission-driven technology company focused on helping school districts enhance their English Learner programs. They are seeking a proactive Customer Success Manager to build relationships with district leaders, guide implementation, and provide support to align their solutions with district priorities.
Responsibilities
- Onboard and learn about Ellevation and the work we do to improve outcomes for English Learners
- Become familiar with our product offerings and our customer landscape
- Understand the Partner Success Organization's approach and how we work in close collaboration with our Revenue teams
- Learn the various tools and processes that Customer Success Managers use to facilitate new partner implementation and ongoing engagement
- Shadow Customer Success meetings and calls while becoming familiar with our partner-facing resources
- Take on your first partner implementations and begin managing your full partner caseload
- Begin using the Partner Health Dashboards to better understand partner usage, engagement, satisfaction, and other health metrics
- Build relationships with the Account Managers you work closely with to learn more about your partners
- Continue to gain proficiency with the Ellevation product suite and deepen your product knowledge
- Drive successful implementation and partner outcomes by proactively connecting educators to the resources, self-paced training, and support that build long-term capability and self-sufficiency
- Grow your knowledge and skills as a Customer Success Manager and facilitate the implementation of Ellevation's suite of products for multiple partners simultaneously
- Deepen your ability to analyze partner health data and determine which retention strategies and success plays to apply proactively
- Collaborate with other PSMs and internal teams (Product Support, Professional Services, etc.) to continually refine our approach to engaging and supporting our district partners
- In collaboration with Account Management, engage with administrators in partner districts to conduct Account Review and Reflection Meetings to ensure districts are set up for expansions and renewals
- Drive successful partner outcomes by ensuring accurate and timely data, delivering a high-quality partner experience, maintaining strong partner satisfaction, and proactively aligning expectations to support long-term success
- Listen and learn from partners on current compliance and instructional challenges, and ideate on how the product can best meet district needs
- Act as a subject matter expert for our Product Education team as it relates to the development of Resource Center and Webinar content, and offer suggestions and ideas to improve our resources
- Surface learnings, observations, and feedback from district partners to Ellevation’s Product and Engineering Teams to help inform future product development efforts
Skills
- Exceptional relationship management skills
- Strategic thinking abilities
- Service-oriented mindset
- Ability to navigate complex partner needs
- Proactive and innovative approach
- Results-oriented mindset
- Deep expertise in English Learner program best practices
- Ability to build trusted relationships
- Experience in guiding successful implementation
- Consultative support skills
- Ability to advocate for partner needs
- Experience collaborating across teams
- Ability to analyze partner health data
- Experience in driving successful partner outcomes
- Ability to listen and learn from partners
- Experience in conducting Account Review and Reflection Meetings
- Ability to surface learnings and feedback to product teams
Benefits
- Benefits eligible employees (and qualifying dependents) are covered by medical, dental, vision, and basic life insurance.
- Employees can enroll in our company's 401(k) retirement plan and receive an employer match up to 50% on the first 7% of your contribution, with pre-tax and Roth options.
- Employees have access to flexible paid time off for vacations, sick and disability policy, additional 10 paid company holidays, 2 floating holidays and a winter office closure between Christmas and New Year's.
- In addition, we provide a generous parental leave benefit, back-up childcare or eldercare, and a variety of other perks to support the health and well-being of our employees.
- Mission-driven organization where team members are empowered to make a significant impact
- Opportunities to join Employee Resource Groups and support building a culture of belonging
- Professional development and growth opportunities
- Company and team offsites in various cities across the United States
- Collaborative workspace in the heart of Boston - a stone's throw from many central T stops (Downtown Crossing, Government Center, and Aquarium). Free snacks, beverages, and local organic fruit provided
- Remote and in-person engagement opportunities, including happy hours, themed events, and competitions
- Remote and in-person wellness programming to support team’s mental and physical wellbeing
Company Overview