Customer Success Manager, Stride Tutoring
Stride, Inc.

Job Description

The Client Success Manager supports ongoing account needs related to day-to-day Stride Tutoring program planning, implementation, and growth. This role ensures accounts have all their needs met as part of standard operating procedures, implementation, onboarding, launch, training, troubleshooting, skill building, adoption, and consultative services aligned to industry best practices and national standards. This role must be a strong collaborator internally and externally willing to take a hands-on approach in solving varying account needs and bringing other Stride Tutoring, Learning Solutions, or other Stride team members into conversations when needed or appropriate. This role works closely with sales, marketing, tutor management, business analysts, product manager, and other team members to maximize account satisfaction and support measured through CSAT and NPS indicators.

The ideal candidate must be passionate about building and implementing online and digital learning solutions with an educational strategist mentality who takes a proactive, consultative approach in developing trusted advisor status with program level leaders and staff who are responsible for day-to-day operations at the account level. Success will be measured by customer support and satisfaction levels.

Reasonable accommodation may be made to enable individuals with disabilities to perform their essential duties.

• Function as a key point of contact for critical account planning, implementation, and support
  

• Offer superior customer experience proactively addressing ongoing training and support needs in collaboration with other Stride Tutoring team members.
  

• Coordinate resources to ensure customer experiences seamless service delivery from marketing/enrollment, operations, tutor operations, support, billing, training, professional development, etc.
  

• Provide regular updates to partners on the progress of Stride Tutoring support, services, platform enhancements and updates, timelines, operations, and campaigns
  

• Develop and maintain an understanding of customer needs, contract terms and conditions, and account requirements to ensure compliance with terms and conditions in collaboration with account managers
  

• Responsible for meeting growth and retention metrics for assigned customer portfolio and providing ongoing training and education about products and services
  

• Monitor program outcomes providing consultative recommendations with Business Development and other Stride Tutoring team members as appropriate
  

• Collaborate closely with cross functional teams including sales, enablement, tutor operations, and other Stride Tutoring team members to ensure customer satisfaction
  

• Escalate technical issues and determines the best resources for remediation
  

Required Qualifications:

• Five (5) to Seven (7) years of related experience OR
  

• Equivalent combination of education and experience
  

• Microsoft Office (Outlook, Word, Excel, PowerPoint, Project, Visio, etc.); Web proficiency.
  

• Ability to interact with a diverse customer base
  

• Knowledge of the K-12 education industry
  

• Familiarity with education technology and online learning solutions
  

• Strong interpersonal, communication and presentation skills
  

• Team-oriented with an ability to work effectively across the organization to solve complex issues
  

• Ability to work autonomously and to demonstrate strong time management and organization skills
  

• Ability to manage competing priorities in a results-oriented atmosphere while demonstrating resilience
  

• Ability to exercise and develop negotiation skills to renew and grow existing business
  

• Ability to respond appropriately to feedback, mentoring and coaching
  

• Ability to travel up to 15% of the time
  

• Ability to pass required background check
  

COMPENSATION & BENEFITS: Stride, Inc. considers a person's education, experience, and qualifications, as well as the position's work location, expected quality and quantity of work, required travel (if any), external market and internal value when determining a new employee's salary level. Salaries will differ based on these factors, the position's level and expected contribution, and the employee's benefits elections. Offers will typically be in the bottom half of the range.

We anticipate the salary range to be $69,906.75 -- $123,085.20.Eligible employees may receive a bonus. This salary is not guaranteed, as an individual's compensation can vary based on several factors. These factors include, but are not limited to, geographic location, experience, training, education, and local market conditions. Stride offers a robust benefits package for eligible employees that can include health benefits, retirement contributions, and paid time off.

The above job is not intended to be an all-inclusive list of duties and standards of the position. Incumbents will follow any other instructions, and perform any other related duties, as assigned by their supervisor. All employment is "at-will" as governed by the law of the state where the employee works. It is further understood that the "at-will" nature of employment is one aspect of employment that cannot be changed except in writing and signed by an authorized officer.

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Job Type
Regular

The above job is not intended to be an all-inclusive list of duties and standards of the position. Incumbents will follow any other instructions, and perform any other related duties, as assigned by their supervisor. All employment is "at-will" as governed by the law of the state where the employee works. It is further understood that the "at-will" nature of employment is one aspect of employment that cannot be changed except in writing and signed by an authorized officer.

Stride, Inc. is a Federal Contractor, an Equal Opportunity/Affirmative Action Employer and a Drug-Free Workplace. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, protected Veteran status age, or genetics, or any other characteristic protected by law.

Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities

The contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor's legal duty to furnish information. 41 CFR 60-1.35(c)

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