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Study.com Senior Client Success Manager (K-12) in Mountain View, California

About Us

Our mission is to make education accessible and over the last two decades Study.com has become the leading online education platform delivering a personalized learning experience across a broad continuum of education for over 30 million students, instructors, and professionals every month.

As a member of the Study.com team, you’ll help empower millions of learners to achieve their education and career goals. We focus on increasing access to education because we know information is the ultimate equalizer and that education is key to upward mobility. Every minute a learner enrolls in a course and our College Accelerator solution. Study.com has collectively saved students $132 million in college tuition.

You’ll also be part of a company dedicated to contributing to society. Study.com has donated $23 million in-kind value across social impact programs, including matching employee contributions to non-profit organizations and millions to help schools during the pandemic.

At Study.com, we know that strong communities are built on the power of our diversity and we respect and strive to understand for the diverse identities, race, ethnicities, backgrounds, and perspectives of our team members. And our work and company culture have been consistently recognized, including:

  • Inc. Best Place to Work

  • Fortune Great Places to Work – Best Workplaces in the Bay Area

  • Golden Bridge Awards – Gold Winner, Corporate Social Responsibility

  • San Francisco Business Times & Silicon Valley Business Journal – Best Places to Work

Come join us on our mission and make a difference!

About the Senior Client Success Manager (K-12) Role

The Senior Client Success Manager is responsible for successful relationships with our K-12 and University partners who require dedicated strategic support. This role manages existing business, develops strong business relationships, owns the new client customer experience, and drives growth and retention. The Senior Client Success Manager will help our clients better understand the full potential of our products and services and will also be responsible for collaborating with internal departments to improve customer support, enhance customer satisfaction, and drive sales growth.

Responsibilities:

  • Own the relationship with key customer stakeholders, solicit regular feedback and respond proactively to establish a strong business relationship and effective communications

  • Supports program implementation and ongoing user support

  • Proactively address user needs, inform the product roadmap with recommendations that support needs of unique customers

  • Coordinate resources to ensure customer experiences seamless service delivery from marketing/enrollment, operations, curriculum, instruction, support, billing, training, and development

  • Maintain data-driven account management, including collecting, and analyzing key data to enhance program and provide consultative suggestions to customers

  • Provide regular updates to clients on the progress of customer service projects and initiatives that directly affect each client

  • Meet established growth and retention metrics for assigned customer portfolio and provide ongoing training and education about products and services to new and prospective clients

  • Develop and maintain a deep understanding of customer contracts and specific requirements to ensure compliance with terms and proactively make recommendations

  • Escalates technical issues and determines the best resources for remediation

    Requirements:

  • Bachelor’s Degree

  • 3 years of related experience in K-12 industry

  • 5+ years of experience in Client Portfolio Management, preferably in B2B style partnerships where long-term strategic partnerships were essential to business’ success

  • Demonstrated experience building relationships and driving results

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

  • Creative and data driven

  • Product marketing experience, a plus

  • Excellent written and verbal communication

  • Expert in MS Excel, Word, and Power Point

  • Willingness to travel (up to 1-2 times a quarter) (when this becomes feasible)

Please Note: Study.com will be requiring all employees be fully vaccinated as a condition of employment. If an accommodation is required, please speak with a member of the People Team.

Life at Study.com

At Study.com, you'll join an Agile team, making a big impact in a cross-functional, collaborative environment where team members wear different hats and regularly interact with senior leadership. We get things done and move quickly.

Study.com’s team members, together with our Study Studio network of instructors, tutors, subject matter experts, video animators, and editors, have developed 1.5 million learning resources on our platform. This includes micro-lessons, videos, flashcards, lesson plans, worksheets and more, fueling 16 million hours of learning engagement a year.

We are in the heart of downtown Mountain View, just a few steps from the Caltrain station. And regardless if we are in the office or sheltered at home, we have comprehensive health and wellness benefits. We offer ongoing education and professional growth opportunities, including a life-long membership to Study.com. You can also expect:

  • 100% paid health, vision, and dental insurance for employees

  • 401(k) with employer match

  • 20 - 30 PTO days each year (increases with tenure)

  • 10 paid holidays

  • Work at home setup stipend

  • Company-sponsored gym memberships

  • Free Caltrain Pass

  • Tuition reimbursement and gift matching programs

Study.com provides equal employment opportunities to all employees and applicants for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, veteran or disability status. In addition to federal law requirements, Study.com complies with applicable state and local laws governing nondiscrimination in employment in every location in which the company has facilities. Additionally, qualified applicants with arrest and conviction records will be considered for the position in accordance with applicable state and local laws.

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