About Us:
At P2C, we are dedicated to revolutionizing education through innovative technology solutions. Our mission is to empower educators and students with the tools they need to succeed in an ever-evolving digital landscape. We are looking for a passionate and experienced Director of Customer Success to join our team and help drive the success and satisfaction of our customers.
Job Summary:
The Director of Customer Success (DCS) will oversee a team of Customer Success Specialists and Education Consultants, ensuring that our clients receive unparalleled support and guidance. This role is critical in driving customer satisfaction, retention, and growth. The ideal candidate will have a strong background in customer success management, a deep understanding of the education technology sector, and proven leadership skills.
Supervisory Responsibilities:
Work with HR on recruiting, interviewing, hiring, and training new staff.
Oversee the daily workflow of the department.
Provide constructive and timely performance evaluations.
Foster a culture of continuous improvement within the Customer Success team, providing coaching, mentorship, and professional development opportunities.
Handles discipline and termination of employees in accordance with company policy.
Handle all administrative duties related to managing staff and departmental budgets.
Job Responsibilities:
Develop and implement strategies to drive customer engagement, satisfaction, and retention.
Oversee the onboarding process for new clients, ensuring a smooth and effective implementation of our products and services.
Monitor and analyze customer usage and engagement data to identify trends, opportunities, and areas for improvement.
Establish and maintain strong relationships with key stakeholders at educational institutions, including administrators, educators, and IT staff.
Serve as an escalation point for customer issues and work closely with internal teams to resolve complex problems.
Develop and deliver regular business reviews with key clients, highlighting successes, challenges, and opportunities for growth.
Collaborate with Sales, Product Development, and Marketing teams to ensure a cohesive and customer-centric approach to our business.
Drive the development and execution of customer success plans, including goals, milestones, and key performance indicators (KPIs).
Stay up-to-date with industry trends and best practices in customer success and education technology.
Travel will be 30-50% to client locations and conferences within the United States.
Performs other related duties as assigned.
Other duties:
Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities may change at any time with or without notice.
Qualifications:
Bachelor’s degree in Education, Business, or a related field (Master’s degree preferred).
7+ years of experience in customer success, account management, or a related role within the education technology industry, with at least 3 years in a leadership position.
Strong understanding of the education sector and its unique challenges and opportunities.
Exceptional communication and interpersonal skills, with the ability to build rapport and trust with diverse stakeholders.
Proven ability to lead and motivate a team, with a track record of driving customer satisfaction and retention.
Analytical mindset, with the ability to gather and interpret data to inform decision-making.
Proficiency in using customer relationship management (CRM) software and other relevant tools.
Passion for education and a commitment to improving outcomes for students and educators.
Physical Requirements:
Prolonged periods of sitting at a desk and working on a computer.
Prolonged periods of standing
Must be able to maintain a 30-50% travel schedule (via flying or driving depending on location) to various locations within the United States.
Must be able to lift up to 15 pounds at times.
EEO statement:
NS4ed and Employment Partners subscribe to a policy of equal opportunity. Our employment practices are without regard to age, race, color, ethnicity, national origin, religion, creed, gender, sexual orientation, disability or medical history/condition, genetic information, and veteran status, and all other categories protected by federal, state, and local anti-discrimination laws.