Director of Customer Success - Alma Technologies

Summary 

Alma is a cloud-based student information system (SIS) that supports K-12 administrators, teachers, parents, and students. We are a passionately driven team with the mission to provide this resource to every school.

We are looking for a Director of Customer Success who is passionate about empowering educators and using technology to ensure goals are achieved. A director of customer success oversees the strategy, execution, and performance of the customer success department. They set the vision and goals for their team, align them with the company's objectives, and measure and report on key metrics such as customer satisfaction, retention, churn, upsell, and cross-sell. They also manage the hiring, training, coaching, and development of the Customer Engagement Team, ensuring they have the skills, tools, and resources to deliver exceptional customer service. Additionally, they collaborate with other departments such as sales, marketing, product, and engineering to provide feedback, insights, and solutions that enhance the customer experience and value proposition. 

.

Key Responsibilities 

• Develop and execute a comprehensive customer engagement strategy to drive user adoption, satisfaction, retention, referrals, and build the Alma brand within networks of district users.
• Analyze customer feedback and engagement metrics to identify areas for improvement and growth.
• Collaborate with marketing, sales, product, and support teams to align customer engagement strategies with business objectives.
• Build and maintain strong relationships with select key customers, understanding their needs and challenges.
• Build out data and analytics capabilities in a strategic and low-cost manner
• Identify needs for and help build playbooks to proactively address risk and opportunities for adoption and engagement across all schools.
• Manage multiple projects using project planning and execution tools to give visibility to the underlying tasks, owners, dependencies, and timelines
• Plan/forecast and adjust allocation of team resources mapped to seasonal patterns
• Identify process area improvements that unlock more time for reps to solicit district referrals and build key relationships
• Identify product and process areas that allow customers to be more self-sufficient
• Implement customer segmentation strategies to deliver personalized engagement and communication.
• Hire, train, manage, and mentor a team of customer engagement specialists and customer success managers, providing guidance and support.
• Foster a customer-centric culture within the organization, promoting cross-functional collaboration.
• Create an optimized & data-led model of the customer journey, then making sure all internal stakeholders are aligned on it. 
• Develop and manage customer advocacy programs, including testimonials, case studies, and user stories.
• Establish key performance indicators (KPIs) to measure the success of customer engagement initiatives.
• Increase product adoption, customer loyalty and retention, and customer satisfaction while actively setting and contributing to churn reduction tactics.
• Collaborate with sales and marketing to create and optimize the upsell and cross-sell strategies the CS team uses to increase ROI.
• Align with CRO on renewal and up-sell strategy and focus on selling with a retention focus
• Own the budget for your team, including projections of costs and new hires
• Create and update forecasts of renewal and upsell rates. 
• Prepare regular reports on customer engagement activities, trends, and outcomes for senior management.
• Utilize data and analytics to make informed decisions and continuously improve engagement strategies.

Education and Experience

• Bachelor's degree or equivalent work experience 
• 5 years in customer engagement for an EdTech company  
• At least 2 years experience as a K-12 educator (in any role)
• Nice to have: 3 years of experience managing a similar customer success team
• Fluent in Excel, Salesforce, and JIRA 

Desired Knowledge, Skills, and Abilities 

• Energetic and self-motivated
• Strong Communication skills, both oral and written
• Detail-oriented; strong organizational and time management skills  
• Strong interpersonal skills and ability to thrive in a fast-paced, team environment 
• Ability to manage multiple projects at a time while paying close attention to detail 
• Deep understanding of software businesses, with knowledge of both the subscription and renewal models
• Strong analytical and goal-oriented mindset backed by expert-level project management knowledge and skillset.
• Advanced business experience and ability to create strategies, guidelines, and objectives and implement them while driving business growth and creating data-driven reports.
• Ability to work independently and as part of a team  

• Technologically adept, utilizing modern computer business systems (Google, Slack, JIRA, etc.) 
• Openness and willingness to learn
• Analytical mindset with the ability to solve complex issues.
• A passion for interacting with customers and building the Alma community

Salary Range: $85,000-$110,00

Who We Are:

Alma is a cloud-based student information system (SIS) that serves K-12 administrators, teachers, parents, and students. We serve schools and districts across the US and internationally and aim to improve education by empowering the most significant learning resource students to have at school: educators. 

As individuals, we take ownership of our roles and responsibilities. As a team, our solutions have both an educational & societal impact, and we take that very seriously. We are agile, fast-paced, evolving, and determined to make a difference.

The students, parents, and educators Alma serves come from every walk of life: they attend public, private, and charter schools in cities, suburbs, and rural areas. Our users include English language learners, people with disabilities, gender minorities, families experiencing housing instability, and students who will be the first in their families to go to college.

It is fundamental to Alma’s mission that we continue to build a team with diverse lived experiences and perspectives to anticipate better and serve all students' needs. To that end, we hire for culture add over culture fit and strive to create an environment where all team members voices are heard and welcomed. In addition, we are committed to maintaining a workplace where people can be themselves each day. 

All Alma team members receive health benefits, a retirement account, flexible time off and holidays, and a competitive base salary.

A Note to Applicants:

Studies have shown that people from historically underestimated groups are less likely to apply for jobs unless they believe they meet every one of the qualifications described in a job description. We know from experience and past hires that the best person for this role will likely only check some boxes listed here. We encourage you to apply, even if you don't believe you meet all the qualifications described.

Alma Technologies is an Equal Opportunity Employer. We evaluate qualified applicants regardless of race, color, religion, sex, national origin, disability, veteran status, and other protected characteristics.

Reference checks will be part of your application process but do not need to be provided upfront.

Powered by JazzHR