School Experience Manager (Customer Success Manager)

We are looking for a full-time School Experience Manager (Customer Success Manager) to take ownership of a portfolio of clients in the Americas using our products and solutions. This position is critical to maintaining and growing our existing client base and is often the face of the company. We seek a personable and professional individual willing to be creative and think outside the box while aligning their work with broader team and company goals. The ideal candidate will be a self-starter with K-12/ed tech knowledge who can stay focused on priorities while working within a highly collaborative team to ensure the best possible client service.

Responsibilities

• Relationship Building:
  • Manage healthy and robust relationships through regular engagement and communication with the portfolio, including onsite visits to schools and attending conferences (10% travel).
  • Creatively use tools to maximize meaningful communication and client interface.
  • Partner with regional leads to identify further opportunities to serve client needs through regional events, building digital communities, and more.
  • Leverage other teams (Support, Implementation, PD, etc.) to serve client needs.
  • Provide consultative partnerships to maximize product and service efficacy for clients.
• Retention:
  • Track and understand the health of clients within the portfolio.
  • Identify at-risk situations and partner with the Regional Lead or Director to address these.
  • Leverage relationships and communication to meet retention/renewal goals.
• Growth:
  • Identify and deploy micro-campaigns.
  • Discover/prospect for cross-sell/upsell opportunities that can be passed along as referrals to the Sales team.
  • Partner with Sales to nurture upsell/cross-sell leads.

Requirements

• Problem-Solving Skills: Identifies and resolves problems in a timely manner; gathers and analyzes information skillfully; develops alternative solutions; works well in group problem-solving situations.
• Educational Experience: Prior experience with K-12 education, especially with educational technology, is highly valued.
• Teamwork: Balances team and individual responsibilities; supports everyone’s efforts to succeed. Able to liaise across teams (e.g., support, tech, sales, etc.) to facilitate and achieve the correct solution for a client.
• Business Acumen: Understands or has the capacity to learn business implications of decisions; displays an orientation to profitability; demonstrates knowledge of the market and competition; aligns work with strategic goals.
• Ethics: Treats people with respect; keeps commitments; inspires the trust of others; works ethically and with integrity; upholds organizational values.
• Strategic Thinking: Develops strategies to achieve organizational goals; understands the organization’s strengths and weaknesses; analyzes the market and competition; identifies external threats and opportunities; adapts strategies to changing conditions.
• Dependability: Follows instructions and responds to management direction; takes responsibility for own actions; keeps commitments; dedicated to seeing a task through to completion.
• Organizational Skills: Able to organize and prioritize competing client portfolio demands, including inbound requests, outbound calls, and emails, conference follow-up, accounts receivable, internal meetings, and other tasks as they arise.
• Initiative: Passion and drive to succeed, going beyond what’s expected, looking for growth opportunities.
• Communication Skills: Excellent verbal and written communication skills, with the ability to interact professionally with a diverse group of people.
• Technical Skills: Proficiency and/or willingness to learn common business and communication technologies (e.g., SalesForce, HubSpot, Zoom, Skype, Slack, etc.).

Benefits

• $55,000 to $68,000 annual salary, plus eligibility for bonuses based on reaching specified OKR targets.
• Paid time off: 16 days vacation (increasing with tenure), 10 days sick leave, 12 holidays, and other life events.
• Medical, dental, vision, life, and disability insurances.
• Monthly health and wellness allowance.
• Home Internet allowance.
• 401(k) & Roth Retirement Plans with a 3% company match up to 6% of employee invested funds.
• Company AT&T wireless plan.
• Professional development activities.
• Various employee recognition programs and company social events.
• Unlimited books budget.

About Faria Education Group

At Faria Education Group, we are dedicated to reaching every learner and inspiring every educator. As the trusted partner of over 10,000 schools and 4 million students in 155 countries, we lead the way in international education systems and services. We offer an integrated suite that supports all aspects of curriculum management, teaching and learning, admissions, and school-to-home communications. With an unwavering commitment to innovation, our technology is designed with rigorous standards for data protection and security, ensuring first-class training and support for modern international schools.

Through our innovative online courses and revision programs, we provide comprehensive educational experiences. Our offerings include the IB Diploma and Cambridge online courses, bringing high-quality education to schools and homes worldwide. Join us in our commitment to transforming education and empowering communities globally.

Explore our services, including ManageBac, OpenApply, Atlas, SchoolsBuddy, Pamoja, Wolsey Hall, and Oxford Study Courses.

Preferred locations for this remote role: Delaware, Florida, Georgia, Illinois, Indiana, Maryland, Michigan, New Jersey, North Carolina, Ohio, Pennsylvania, Texas.