Associate Director, Customer Success – School Division

Overview

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 ABOUT? As 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.

 

Qualified applicants must be eligible to work in the United States to be considered for this role. Employment-based visa sponsorship (including H-1B sponsorship) is not available for this position.

OUR BENEFITS package includes life/health/dental/vision insurance, 401(k), educational assistance, commuter pass subsidies, generous employee referral bonuses, PTO and paid holidays.

This job posting and job descriptions are subject to change at any time.

ACCESSIBILITY NOTICE: If you need a reasonable accommodation for any part of the employment process due to a physical or mental disability, please send an email to: disabilityaccommodations@vistahigherlearning.com

Vista Higher Learning is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, age, color, religion, sexual orientation, gender identity, national origin, physical or mental disability, and/or protected veteran status or other characteristics protected by applicable law.