Remote Technical Customer Success Manager

Summary

The job is for a Technical Customer Success Manager at Varsity Tutors, a leading online learning platform. The role involves managing technical relationships with customers, driving technical success across the customer journey, and helping build out the organization. The individual should have 5+ years of K-12 EdTech Technical Support experience, strong knowledge of data integration methods, excellent communication and organizational skills, and proficiency in Google suite.

Requirements

• Bachelor level degree in any major
• 5+ years of K-12 EdTech Technical Support experience
• Strong knowledge of data integration methods; previous knowledge of OneRoster, Clever, or ClassLink, Google Classroom integrations
• Experience working with state and/or district level leaders on technical support, concepts, and planning
• Experience supporting Software as a Service, web browsers, networking principles, application support, hardware device support such as phone, tablet, laptop and desktops
• Proficiency in Google suite, web-based presentation tools & video conference tools

Responsibilities

• Own and drive the technical relationship with our customers
• Participates in pre-sales customer meetings to describe the technical requirements of data integration
• Listens to customers to gain a deep understanding of their intended outcome, processes, system environments and data infrastructure
• Own scheduling and facilitating technical onboarding meetings for our most strategic accounts
• Coordinate communications with all required stakeholders on crucial support cases and high priority issues
• Creates strategic relationships with key IT and technical stakeholders within our districts
• Represent the customer/project needs while interfacing with Product Management, Product Development, QA, and Support teams
• Handles complex data integration cases
• Manages case escalations and customer experiences
• Provides technical support to customers via phone, chat, email, video conferencing, and other channels
• Provides roster services and data integrations support, product support, networking, hardware/software, and other technical trouble-shooting
• Thinks strategically about customer needs and partners with development team to fix defects, new feature requests, improvements for the user experience, etc
• Works closely with internal teams to ensure great customer experience, including tracking and reporting on technical issues for customers

Preferred Qualifications

• Excellent verbal and written communication skills
• Excellent organization & project management skills
• Strong analytical and problem-solving skills
• Strong customer relations skills and high emotional intelligence
• Self-starter, highly motivated to succeed

Benefits

• Healthcare Plans (Medical, Dental, Vision, Life)
• 401k Company Plan
• Remote Position, fully work from home (or wherever you like!)
• Flexible PTO plus a floating holiday
• Paid VTO ("volunteer time off" to do community service/charity work)
• 52 hours of Free Learning Sessions per year for you or immediate families members and free access to our Virtual School Day classes and School@Home program
• Once in a lifetime opportunity to help revolutionize how the world learns!
• Fun, collaborative, and team-oriented work environment with plenty of training and a feedback-rich culture