Remote Technical Customer Success Manager

closed
Logo of Varsity Tutors, a Nerdy Company

Varsity Tutors, a Nerdy Company

πŸ’΅ $60k-$120k
πŸ“Remote - United States

Job highlights

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
This job is filled or no longer available