Client Experience Manager, Tier 2 (NY)

| Seattle
About Us:
At DreamBox, we believe all children can excel at learning, no matter where they start, where they live, or who they are. Along with district administrators, teachers, principals, and parents, we are dedicated to helping children realize their potential. Yet every child must be challenged, encouraged, and engaged in an individual way.
That’s why we developed our revolutionary Intelligent Adaptive Learning™ technology, and combined it with a rigorous curriculum and an engaging game-like environment, to change the learning paradigm. If you are interested in learning more, take a look at this recent efficacy article published by Business Wire.
Position Purpose:
  • Elevate our clients’ success with DreamBox Learning
  • Cultivate and continuously strengthen the value that our clients derive from DreamBox Learning by developing and maintaining long-term, consultative, and collaborative relationships; serve as an internal advocate and liaison throughout the entire customer lifecycle
  • In this role, you will play a significant role at DreamBox Learning. You will be the quarterback of the client lifecycle, enabling all of our other teams- including professional development, customer support, sales and product marketing – to do their best work to enable our clients’ success
Relationship Management:
  • Primary point of contact for approximately 100-150 medium-sized school districts, supporting a variety of DreamBox implementations from pilots to multi-year contracts, and across a diverse portfolio of school systems
  • Build deep relationships with district and school administrators, with a focus on reaching senior leadership
  • Leverage your experience with senior administrators to influence and uncover additional partnership opportunities
  • Support key stakeholders both in-person and remotely (up to 25% travel expected)
Client Lifecycle:
  • Provide proactive support services during pilot, onboarding, and ongoing use of DreamBox Learning to ensure clients are meeting or exceeding their desired goals
  • Lead new customer onboarding and support them throughout the client lifecycle, increase client retention and satisfaction by strengthening product knowledge, engagement, and usage
  • Establish deep understanding of customers’ goals and objectives, to ensure we share valuable best practices, resources, and information
  • Ensure plans are implemented successfully by continuously monitoring and assessing progress toward goals; provide recommendations, support, and suggested adjustments as needed
Internal Quarterback:
  • Collaborate with DreamBox client facing teams to support and deepen partnership with clients
  • Provide product and process feedback to management and/or internal teams as necessary
  • Establish deep knowledge of DreamBox products and services
  • Leverage internal systems and data to prioritize client support
  • Build deep district and school administrator relationships with a focus on reaching the C-Suite
  • Play a leadership role on projects that improve our processes, systems, and tools in the Client Experience team
  • Be a positive team player, who can ‘quarterback’ the DreamBox client lifecycle
  • Achieve individual and team targets
About You:
  • 3 or more years of client success or account management
  • Background in K-12 industry preferred, either as an educator, district administrator or working in the Ed Tech industry
  • Bachelor’s degree from an accredited institution
  • Proficient with Salesforce, or other CRM, or Customer Success applications
  • Experience with task or project management with the ability to prioritize multiple tasks and manage time effectively
  • Exceptional written and verbal communication skills to support customer interactions
  • Organized, focused and able to thrive in a fast-paced environment
  • Enjoy interacting with and being around people of diverse backgrounds in a variety of settings
  • Aptitude for building a strong rapport and establishing trust and credibility through a consultative approach
  • Highly energetic self-starter
  • Understands client audience
  • Proven customer service skills enhanced by sound decision-making, problem resolution, and creative thinking skills
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Technology we use

  • Engineering
    • JavaLanguages
    • JavascriptLanguages
    • PythonLanguages
    • RLanguages
    • RubyLanguages
    • SqlLanguages
    • jQuery UILibraries
    • ReactLibraries
    • AngularJSFrameworks
    • Backbone.jsFrameworks
    • Node.jsFrameworks
    • Ruby on RailsFrameworks
    • SpringFrameworks
    • MySQLDatabases

Location

Located in the growing tech scene of DT Bellevue, employees get the best of both worlds with access to metropolitan amenities & PNW scenery.

What are DreamBox Learning Perks + Benefits

Health Insurance & Wellness Benefits
Flexible Spending Account (FSA)
Disability Insurance
Dental Benefits
Vision Benefits
Health Insurance Benefits
Life Insurance
Wellness Programs
Retirement & Stock Options Benefits
401(K)
Company Equity
Child Care & Parental Leave Benefits
Flexible Work Schedule
Vacation & Time Off Benefits
Generous PTO
Paid Volunteer Time
Sabbatical
Paid Holidays
Paid Sick Days
Perks & Discounts
Casual Dress
Commuter Benefits
Company Outings
Game Room
Happy Hours
Parking
Pet Friendly
Recreational Clubs
Professional Development Benefits
Job Training & Conferences
Diversity Program

Additional Perks + Benefits

Last but not least, we have a noble mission of changing the way the world learns that has a strong purpose and leads to a different way of waking up in the morning.

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