Remote Technical Customer Success Manager

Summary

The job is for a Technical Customer Success Manager at Varsity Tutors for Schools Team. The role involves managing technical relationships, driving technical success, and advocating for the company's brand and learning products. The individual should have a bachelor's degree, 5+ years of K-12 EdTech Technical Support experience, strong knowledge of data integration methods, proficiency in Google suite, excellent communication skills, and strong analytical and problem-solving skills.

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 in a simple and understandable way while building a trusting working relationship
• 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 Matching Plan
• Maternity, Paternal, and Adoption Leave
• Remote Position
• Flexible PTO
• Free Learning Membership for you and your household (1-1 tutoring hours, unlimited use of on-demand services, and access to our online classes)
• Unique opportunity to help transform how the world learns!