Customer Success Specialist

The Art of Education University (AOEU) is seeking an experienced High Touch Customer Success Specialist (aka: Enterprise CSS) to join our team.

Were looking for an individual who has a passion for inspiring and equipping educators on their journey toward professional success. Working closely with teachers and administrators, the Customer Success Specialist consults on product implementations, organizes product and functional training, manages ongoing relationships with school districts, optimizes onboarding and ongoing engagement, and maximizes customer lifetime value all while hitting ambitious quotas.

This critical role requires significant collaboration across AOEU departments including Customer Success and Support, Product, Marketing, Sales, and Engineering. In addition to achieving high customer engagement metrics, you'll drive significant retention and growth within your book of business and ensure a lasting, positive impact on educators globally.

POSITION DETAILS

• Individual Contributor, reporting to the Senior Director of Customer Success
• Remote, full-time, salaried with variable compensation eligibility
• Revenue & Logo Retention quota
• Customer Engagement quota
• Presidents Club eligibility

We have been a 100% remote company since the beginning! This position is eligible to remote work from the following locations: USA.

Who We Are

AOEU is an art teachers partner for life. We provide art-specific professional development, engaging curriculum, relevant resources, and a rigorous masters degree program.

MISSION: We grow amazing teachers by providing rigorous, relevant, and engaging learning at every stage of their career.

The Details

ESSENTIAL FUNCTIONS

• Account Management and Execution:
  • Manage a Portfolio of School Districts: Oversee the successful implementation and ongoing support for at least 100 school districts.
  • Facilitate Smooth Transition from Sales to Customer Success: Ensure customers experience a seamless handoff from sales to the implementation phase, enhancing their journey.
  • Manage Customer Health Scores: Utilize health score metrics to proactively identify at-risk accounts and develop strategies for intervention and support.
  • Execute Strategic Plans for Customer Success: Lead initiatives that promote product adoption, enhance customer experience, and contribute to retention and growth.
  • Perform Account Reviews: Conduct thorough reviews of account performance, aiming to achieve and surpass goals.
  • Generate and Manage Proposals and Quotes: Create customized proposals and ensure the accuracy and completion of purchase orders.
  • Evaluate and Monitor Purchase Orders: Ensure accuracy and follow-through on purchase orders.
  • Meet or Exceed Sales and Revenue Targets: Consistently achieve designated quotas and revenue goals through effective customer management.
• Customer Engagement and Relationship Management:
  • Maintain Regular Communication with Key Contacts: Schedule consistent communications with school leaders to share updates, gather feedback, and offer recommendations.
  • Build Personalized Relationships with Stakeholders: Seek opportunities to connect with and understand the needs of individual district stakeholders.
  • Support Subscription Renewals and Expansions: Prepare for renewal discussions, identifying opportunities for account growth and retention.
  • Drive Customer Engagement and Satisfaction: Implement strategies to meet engagement targets, ensuring customers are actively using and benefiting from our products.
  • Advise on Professional Development and Curriculum Implementation: Work directly with school district leaders to ensure the effective use of our professional development and curriculum solutions.
  • Develop and Deliver Tailored Recommendations: Prepare and present custom recommendations to district administrators and educators to optimize product usage and outcomes.
• Training and Technical Support:
  • Lead Product Onboarding Sessions: Conduct comprehensive onboarding for educators and administrators.
  • Resolve Technology Issues: Address technical problems efficiently to minimize disruptions to the educational process.
• Data Analytics and Reporting:
  • Analyze and Report on Usage Trends: Monitor usage data to identify trends, providing valuable insights to both the school districts and our internal teams.
  • Promote a Data-Driven Approach: Champion the use of data within the Customer Success team to inform strategies and decisions.
  • Showcase Impact with Data Visualization: Utilize data visualization tools to present clear evidence of the positive outcomes achieved through our solutions.
• Professional Development and Industry Awareness:
  • Stay Informed on Industry Trends: Keep up-to-date with the latest trends and best practices in customer success and K-12 education.
  • Develop Customer Success Materials: Create resources such as best practice guides, FAQs, and training materials to continuously improve customer experience.
• Perform Additional Duties as Assigned: Be prepared to take on other tasks as needed to support the team and company goals.

EXPERIENCE, KNOWLEDGE, SKILLS, AND ABILITIES

While we have identified specific requirements for this role, we acknowledge that not all candidates may possess every requirement listed. We encourage applicants who believe they possess the necessary skills and experience to apply for consideration, regardless of whether they meet each requirement to the fullest extent.

• Positive and engaging personality with a passion for products, people, and providing exceptional service.
  • Minimum of 3 years of experience in K12 Visual and/or Performing Arts at a school or district level, or equivalent professional experience.
• Experience in B2B and B2C SaaS and/or PaaS customer success experience is strongly preferred, but not required.
• Significant experience with data analysis, interpretation, and presentation.
• Experience training individuals with a new product or technology.
• Excellent communication, leadership, and collaboration skills.
• Strong analytical and problem-solving skills.
• Passion for customer success, SaaS technologies and frameworks, and androgogy broadly.
• Self-driven work ethic and ability to work successfully in a remote/from-home work environment.
• Up to 25% travel requirement.

OTHER REQUIREMENTS

• Ability to view computer screens for significant periods of time. The Art of Education University is an online set of subscription and degree offerings, therefore 95-98% of ones time will be on or using technology.
• Ability to use a laptop keyboard with accuracy and velocity.
• Ability to hear at normal levels and through electronic devices such as laptops, earbuds, phones, and the like.
• Reasonable accommodations may be made to enable individuals with disabilities to perform essential functions.

Compensation and Benefits

BENEFITS AVAILABLE

• Health, dental, and vision plans with 100% premium coverage for individual employees, employer HSA contribution, and no waiting period (effective 1st month after hire).
• 401K plan with 4% match, no waiting or vesting period.
• Self-managed PTO (15+ days/year encouraged).
• All federal holidays off + an end-of-year holiday shutdown.
• $50/month mobile, internet, or coworking space stipend.
• $600 home office equipment stipend.
• Fully remote, flexible schedule.
• 8+ weeks paid parental leave.
• Lifelong Learning Fund for professional development and educational reimbursement.
• Free product access (1 FLEX/PRO license to use or gift, plus free AOEU grad courses).

For additional information surrounding our offered benefits, visit our website.

COMPENSATION

Compensation is commensurate with experience and market. We encourage you to discuss your compensation requirements early in the process.

The Process

For most roles, the process is as follows:

• Step 1: ~30-minute phone interview with the hiring manager
• Step 2: Round 2 packet & Interview
  • Given that AOEU is 100% remote, this step is intended to see how you might work through some of the daily tasks, responsibilities, and challenges that could arise in this role.
  • You will be given a prompt and be asked to complete an assignment which will then be used to guide a ~1 hour follow-up Zoom interview with 1-2 stakeholders. The intention is for you to get a sense of the role and give us an opportunity to see your skills in action. Your answers will not be used for any other purposes beyond evaluating your candidacy.
• Step 3: Follow-up interview
  • For certain managerial or high-collaboration roles, you may be asked to participate in one or more additional Zoom interviews.

We look forward to reviewing your application! Thank you for your interest in opportunities with AOEU.

NOTE: We encourage you to apply with a personal email and to take the appropriate steps to allow both The Art of Education University (@theartofeducation.edu) and Paycom (@paycomonline.com) domains so that you receive all emails related to your application process. We also encourage you to check your spam folder as emails from The Art of Education and/or Paycom can be marked as spam.

Applicants residing in California, Colorado, Connecticut, Cincinnati, Maryland, Nevada, Rhode Island, New York, Jersey City, or Washington may reach out to [email protected] for compensation details. Do not send letters of interest to this inbox as they will be disregarded.

The Art of Education University is committed to providing equal employment opportunities for all employees and all applicants for employment. The Art of Education University will not discriminate against employees or applicants on the basis of actual or perceived age, race, color, national origin/ethnicity, ancestry, sexual orientation, gender identity, religion, sex, pregnancy (including childbirth, lactation, and related conditions), physical or mental disability, genetic information (including testing and characteristics), veteran status, uniformed service member status, or any other status protected by federal, state, or local laws. The Art of Education University is a participant of E-Verify.