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Director, Customer Success Operations (Remote - United States)
2 years ago
Company Overview:
Age of Learning is a leading education technology innovator based in Glendale, California, with a talented team of more than 600 individuals comprised of nationally-renowned educators, curriculum experts, developers, artists, writers, designers, engineers, producers, product managers, analysts and marketing experts! Together we develop engaging, effective digital learning technology and content to help children build a strong academic foundation for lifelong success.
Our flagship product
ABCmouse.com Early Learning Academy ® is a comprehensive online curriculum and the #1 digital learning product for young children. To-date, more than 30 million children worldwide have completed over 8 billion Learning Activities on ABCmouse. We recently launched Adventure Academy, the first massively multiplayer online (MMO) game designed specifically to help elementary- and middle-school-aged children learn. It features thousands of engaging Learning Activities—including minigames, books, original animated and live action series, and more—in a fun and safe virtual world. Other Age of Learning programs include immersive English language learning products for children in China and Japan; ReadingIQ, a digital library and literacy platform; and a groundbreaking personalized, adaptive digital learning system that individualizes math instruction for every child through AI-driven technology.
We are committed to helping all children succeed. We provide our educational programs at no cost to teachers, Head Start programs, public libraries, and other community organizations, and have served millions of children through these initiatives. We recently established the Age of Learning Foundation to expand this work globally.
As we expand our global reach and increase the educational impact of our programs, we’re looking for passionate, ambitious, and collaborative leaders to become a part of our growing team.
Responsibilities:
- Act as a software, systems, data, and infrastructure subject matter expert during deployment phases of customer lifecycle and service fulfillment
- Clearly translate technical requirements to non-technical customers to ensure clarity and confidence in decisions
- Build strong customer relationships by maintaining high levels of engagement and communication; be the technical customer’s proactive guide and advocate through the onboarding process
- Work collaboratively with cross-functional leaders from Go-To-Marketing (GTM) teams to ensure work is completed on time and that each functional area is set up for long-term success
- Actively identify opportunities for automation across our suite of tools
- Utilize CRM, business intelligence (BI), and/or analytic tools and visualizations to deliver key insights to drive growth strategy including ongoing analytics and trends
- Work collaboratively to ensure that data flows accurately to and from GTM platforms as needed
Required Qualifications:
- 5+ years of Edtech sales, consulting, or operations experience is a must.
- Experience administering or working with core business services including Salesforce, Zendesk, Churn Zero/Gainsight, and /or similar
- 5+ years of systems implementation/integration management experience
- Experience working in schools and school districts
- Demonstrated ability to manage projects across different departments and stakeholders
- Ability to understand high-level sales strategies and translate them into system and process requirements
- Self-starter with a team-oriented work style
- Proficiency in creating reports, optimizing processes, managing dashboards, and training internal stakeholders on new processes and procedures
- Experience with common Student Information Systems (SIS) used in districts and external vendors such as Clever, Classlink, Google Classroom, Schoology, etc. a plus
Age of Learning currently provides:
• 90% - 100% of health and welfare benefit premiums
• A 401(k) program with employer match
• 15 paid vacation days plus 11 observed national paid holidays
• Team bonding events and a highly collaborative environment
• Commitment to Equal Opportunity Employment in addition to an inclusive and supportive company culture
• Access to our internal DEI Task Force that focuses on ensuring our products represent all children on a global scale
• Opportunities for professional growth through professional learning and development programs
• A temporary 100% remote work environment, due to COVID restrictions, to help ensure the safety of our employees
• Monthly internet stipend provided due to temporary remote work environment
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