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Executive Director, Customer Support
Amplify
Brooklyn, NY, United States
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Amplify builds innovative and compelling digital educational products that empower teachers and students across the country. We have a long history as the leading innovator in K-12 education - and have been described as the best tech company in education and the best education company in tech. While others try to shrink the learning experience into the technology, we use technology to expand what is possible in real classrooms with real students and teachers.
Amplify works with educators across the country - and about 2 million students. Although we’re a technology company, we don’t believe that our work is over the moment a teacher has a new software license. Instead, it’s just beginning - we work side-by-side with educators and school leaders, fitting our products into the lived reality of classrooms and schools.
We care deeply about making products that have impact in the lived reality of schools. Our Partner Success team ensures that happens from the moment a teacher, school, or district chooses to use one of our tools. Comprised of trainers, coaches, account managers, implementation, technical and pedagogical support, Partner Success is tasked with turning great tools into student impact, customer renewal and expansion.
The Executive Director, Customer Support will report to the SVP, Partner Success and own success for our technical and pedagogical support teams. This role includes driving leadership and strategy for helpdesk, pedagogy support, supporting business outcomes and investing in the growth and development of talent.
The Executive Director, Customer Support will be responsible for:
• Architecting and executing a customer engagement strategy that ensures customer satisfaction and aligns messaging, successfully tracks progress throughout various phases of the client life-cycle and develops innovative solutions to address gaps where they may arise
• Developing a set of dynamic metrics that provide insight on issue volume, type, and resolution
• Collaborating with product leaders to understand product roadmaps and/or product iterations that would impact the customer experience
• Acting as a proactive, solutions-oriented conduit of feedback, effectively synthesizing actionable customer feedback and sharing with product development, account management to improve user experience
• Hiring, developing, leading, and inspiring a team of post sales support teams, including a large seasonal temporary staff
• Cultivating an innovative approach to training and coaching for support teams in order to produce a high quality customer experience, ensuring a common “voice” for customer engagement
• Assessing impact and efficacy of the support we provide to educators and teachers
• Directly manage escalations from your direct reports, and follow a methodical escalation process to leadership
• Identify opportunities for continuous improvement
• Running day-to-day operations - managing against budget, and overseeing all key metrics (staff utilization, issue volume by account and geography, time to resolution, etc.)
• Collaborating with cross-functional colleagues in Product, Account Management, Professional Development, Sales and Engineering to ensure key touchpoints across our functions are smooth and clear
To do all that well, we think the Executive Director, Customer Support needs to:
• Invest in building authentic relationships with a national, remote team - as well as colleagues from wide-ranging disciplines: literacy research, engineering, UX design
• Learn fast and get in the weeds - with a voracious appetite for detail and an outstanding capacity for synthesis, you can weave in and out of many projects without missing a beat
• Drive process and structure change objectively - combining fearless resolve and tight project management with nuanced attention to the human side of change
• Apply business savvy, operational precision, organizational awareness, and an improvement mindset to continually assess existing processes
• Solve problems by starting from the perspective of users and customers, not our internal process
• “Roll up sleeves” - get in the details when needed to pitch in or problem solve, including work such as re-configuring the schedule, correcting spreadsheet formulas
• Professionally broker resolutions with honesty and integrity in the face of conflict or disagreement
• Have executive presence to influence and collaborate with senior level staff internally, in districts and in state education agencies.
Our Executive Director will have most of these qualifications:
• You have experience in leading a technical helpdesk - you’ve managed staffing, development of a knowledge base, quality monitoring, and continuous improvement in a high-volume, reactive context
• You are a "Customer Champion" and appreciate the role that both internal and external consumers play in the success of a business - you understand that support may extend to the customer's entire technical ecosystem to ensure best results for our own products and you have broad experience coaching others to the same understanding
• You’re results-driven and have operational savvy - you may have managed complex operations or overseen a P&L
• You’ve worked directly with C-level executives - you have the presence, competence, and finesse to win trust from busy, capable and demanding managers
• You have a broad-based business background, and you can wear it lightly - you can argue whether to capitalize or expense with a CFO, and can draw a cartoon to explain the difference to a colleague who doesn’t know finance
Work at Amplify is fast-moving, demanding and - we believe - deeply meaningful. We expect a lot of commitment, talent, grit, and optimism. In return, Amplifiers get:
• Competitive compensation
• Comprehensive benefits including 401k
• Unlimited paid time off
• To collaborate with amazing colleagues who - together, will work on building a company that reshapes how students learn and teachers teach
Amplify is an Equal Opportunity Employer of Minorities, Females, Protected Veterans and Individuals with Disabilities.
This position may be funded, in whole or in part, through American Recovery & Reinvestment Act funds.
Amplify Education, Inc. is an E-Verify participant.