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Manager of Customer Success

Company: Varsity Tutors
Location: Las Vegas
Posted on: November 22, 2021

Job Description:

Overview of PositionVarsity Tutors is searching for a Manager of Customer Success to join our newly created Varsity Tutors for Schools Team and manage our team of K-12 Account Managers! The Manager of Customer Success will be a trusted advisor for key stakeholders, managing the client life cycle to ensure achievement of a district's desired learning outcomes, drive renewals, and enabling durable adoption of the Varsity Tutors product suite.The individual in this role needs to exhibit a high level of professionalism and have the ability to build strong relationships and teams. The Manager of Customer Success will be an advocate for Varsity Tutors, its brand, and its suite of learning products and programs. We are looking for this position to come on board and initially help manage direct relationships but also look to build out and manage the organization with continued growth.About Varsity Tutors:Varsity Tutors, a Nerdy Company, is the leading direct-to-consumer, curated platform for live online learning benefiting both learners and experts. We have built a comprehensive online learning destination that enables the delivery of scaled high-quality live expertise for learners of all ages across thousands of subjects and multiple learning formats through the application of technology and AI. Nerdy, the parent company of Varsity Tutors, completed a business combination with TPG Pace Tech Opportunities in September 2021, and became a public company listed on the New York Stock Exchange under the ticker symbol "NRDY" with a $1.7 billion market valuation. Read more about Nerdy here: https://www.nerdy.com/Qualifications

  • Bachelor level degree in any major
  • 5+ years of K-12 EdTech Customer Success, Implementation & Training and/or Account Management experience
  • 3+ years management experience
  • Proficiency in Google suite, web-based presentation tools & video conference tools
  • 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 succeedResponsibilitiesLeadership
    • Serves as direct supervisor for K-12 Account Managers; provides guidance in day-to-day activities & is a voice of positivity in the face of adversity
    • Communicates & collaborates with the Director of Customer Success to surface up team needs to ensure operational excellence
    • Leads, coaches and mentors Customer Success Managers to grow their skills and career
    • Serves as first layer of support for Customer Success Managers in account coverage for onboarding, support and
    • Collaborates with cross-functional teams to ensure smooth and positive customer experiencesOnboarding & Implementation
      • Accurately track all customer-related activities, communication and opportunity tracking in CRM
      • Successfully onboard school districts of all sizes and demographic makeups, ensuring full adoption and long-term success of our services
      • Collaborate with key stakeholders to build alignment on project timelines, key milestones and desired outcomesCustomer Service & Support
        • Achieves key success metrics including adoption and engagement goals
        • Manages change at the customer level, overcomes customer objections and resolves concerns with key stakeholders
        • Gathers customer feedback and collaborates with the Product Team to evolve Varsity Tutors' product offering to meet emerging needs and remove friction points
        • Use data to determine success of current implementation/learning solutions and recommend changes/additions to drive desired customer outcomesRetention & Renewal
          • Proactively engages with customers through phone, email, video call and/or targeted campaigns to secure renewals and drive expansion
          • Develops relationships with key stakeholders to build reference accounts and develop net promoter accountsVarsity Tutors Leadership PrinciplesRelentless Focus on Customers * Comfort with Ambiguity * Ownership * Simplify * Intellectual Curiosity * Build Teams * Think Big * Insist on High Standards * Bias for Action * Build Trust * Go Deep * Have Conviction * Deliver Results * Are Right, a LotBenefits/Culture:
            • 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 cultureVarsity Tutors is committed to creating a diverse environment and is proud to be an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or veteran status.

Keywords: Varsity Tutors, Las Vegas , Manager of Customer Success, Executive , Las Vegas, Nevada

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