Job Information
Vista Higher Learning Associate Director, Customer Success in Boston, Massachusetts
WHO ARE YOU?You are a results-driven, solutions oriented and creative problem solver. You are a leader, collaborator and skilled at cross-functional partnerships. You are looking for an opportunity to spearhead a new division putting your experience to work in order to ensure sustainability of a customer?s success. WHO ARE WE We are passionate, lifelong learners, and creative thinkers committed to the advancement of literacy and language learning. WHAT IS THE ROLE ABOUTAs the Associate Director for K-12 Customer Success, you will be a strategic and operational leader intent on enhancing the service VHL provides to its K-12 customers in digital onboarding, training and engagement. You will be responsible for building and managing a team of geographically distributed customer success specialists and ensuring they provide the level of support needed to customers. WHY IS THIS EXCITING?VHL is a growth company and this K-12 Customer Success role is a new part of our very critical Business Operations team that plays a critical role in customer retention and future growth of our K-12 business. IN THIS ROLE YOU WILL: -In partnership with the Senior Director and other designated stakeholders, lead and sustain the development, implementation, and evolution of VHL\'s K-12 Customer Success function -Lead the development and ongoing operating model of the K-12 Customer Success team\'s role at the intersection of numerous departments and customer workflows -Manage the day-to-day operations of the K-12 Customer Success team and the ongoing evolution of work / priorities in line with the company\'s needs -Maintain in-depth personal knowledge and, in collaboration with partner teams, curate continuous-development and training plans for the K-12 Customer Success team across all areas of the team\'s operation -Hire, train and manage performance of a geographically dispersed team YOU MUST HAVE or ARE?(MINIMUM REQUIRED SKILLS & EXPERIENCE) -Bachelor\'s Degree -8-10+ years of experience in customer success, account management, sales operations, or similar roles -Experience in K-12 education / educational technology or other B2B SaaS industries -3-5+ years of experience coaching, mentoring, or managing a team -Exceptional communication and interpersonal skills with experience working seamlessly across internal / external audiences -Advanced technical skills and expertise with standard productivity tools including Microsoft Office and video-conferencing -Strong knowledge and experience using CRM, project management, and data reporting / dashboard tools -Experience developing workflows and policies to ensure efficient / effective team solutions and consistent cross-functional usage -Strong problem solving, strategic and analytical thinking skills with an entrepreneurial drive -Expert project planning and organizational skills with experience managing multiple competing long- and short-term priorities -Professional experience standing up a new initiative or building a function -Willingness to travel as needed to sales meetings, events (up to 10% if hybrid-based) and/or to Boston office monthly (up to 30% if remote) IDEAL IF YOU HAVE or ARE?(PREFERRED SKILLS & EXPERIENCE) -Specific technical experience with Salesforce, Smartsheet, Quicksight, Zoom -Experience in managing a remote / distributed team -Proficiency in Spanish -Familiarity with VHL products or similar LOCATION Remote or Hybrid:?This role can either be fully?remote or Hybrid (Boston, MA office location). Ideal candidate will reside within close proximity to our Boston office. If fully remote, candidate will be expected to travel to the office location, meetings and other events as needed. Candidates must reside within the United States and be willing to meet this requirement in order to be considered. Relocation assistance is not available at this time.