Ethos Customer Success Manager 2024 - Greater Atlanta Christian School

Ethos is a leader in faith-based online education.  Our primary products and services include a wide range of online courses and an AI-based personal tutor, TrekAI.  We are committed to excellence and innovation in education, leveraging technology to empower students and teachers, all from a Christian foundation.

We are seeking proactive and experienced Customer Success Manager to join our team at Ethos, focused on working with our partner schools who use our online courses as well as our AI platform, TrekAI, ensuring that our school clients successfully adopt and utilize Ethos courses and TrekAI to the fullest potential.  This role requires a highly relational, organized individual with a passion for faith-based education, technology, and customer satisfaction.

This is a fulltime, exempt role who will work both remotely and on campus.

Responsibilities:

• CRM Management
• Track client interactions and maintain detailed records in HubSpot, including notes from client meetings, follow-up tasks, and success metrics.
• Utilize the CRM daily to manage client communications, schedule follow-ups, and update client status.
• Client Onboarding:
• Lead the onboarding process for new school clients, ensuring a seamless integration of courses and/or TrekAI into their educational programs.
• Provide personalized training sessions (virtual via Zoom) for educators and administrators on effectively using Ethos courses and TrekAI.
• Relationship Management:
• Serve as the primary point of contact for assigned school clients, building and maintaining strong relationships with key stakeholders.
• Conduct regular check-ins and strategic reviews to discuss progress, address concerns, and identify opportunities for growth.
• Ongoing Support:
• Respond promptly to client inquiries and issues via phone, email, or chat, coordinating with internal teams to provide effective solutions.
• Monitor client engagement and usage metrics to proactively identify areas for improvement and ensure clients are achieving their goals.
• Feedback and Collaboration:
• Gather client feedback on our courses and TrekAI to collaborate with academic[JT1]  and technology teams to drive continuous improvement.
• Share insights and best practices with clients to enhance their experience and outcomes.

• Retention and Growth:
  • Develop and implement strategies to enhance client retention and satisfaction.
  • Identify opportunities for upselling additional Ethos products and services to existing clients.
  • Facilitate cross-selling between TrekAI and Ethos online courses by recognizing client needs and recommending appropriate solutions.
• Reporting:
  • Prepare and present reports on customer success metrics to internal stakeholders that include qualitative and anecdotal examples of courses and Trek being used well on their campus.
  • Stay updated on industry trends, best practices, and competitor offerings to provide valuable insights to clients and the company.

• Other duties and responsibilites as needed.

Qualifications:

• Mission Alignment:
• Strong alignment with Ethos's Christian mission and a passion for innovation in education.
• Experience:
• Proven experience in customer success, account management, or a related role, preferably in the education or EdTech industry.
• Communication Skills:
• Excellent verbal and written communication skills using English, with the ability to effectively convey complex information to diverse audiences.
• Bilingual skills will be a plus.
• Interpersonal Skills:
• Strong interpersonal skills with the ability to build and maintain relationships with educators and school administrators.
• Technical Proficiency:
• Familiarity with customer success software and CRM.
• Ability to analyze data and metrics to inform customer strategies and decision-making.
• Organizational Skills:
• Highly organized with strong time-management skills, able to handle multiple client accounts simultaneously.
• Team Collaboration:
• Ability to work collaboratively with cross-functional teams, including sales, marketing, product, and technology.
• Flexibility:
• Willingness to travel occasionally for on-site client meetings or industry conferences.
• Education:
• Bachelor's degree in Education, Business, Communications, or a related field.

What We Offer:

• Impactful Work:
• An opportunity to make a meaningful impact on education through innovative technology.
• Collaborative Environment:
• A supportive and collaborative team culture grounded in Christian values. This role will be two (2) days/week at our office in Norcross, GA with the option of up to three (3) days/week of virtual work.
• Professional Growth:
• Opportunities for professional development and career advancement.
• Competitive Compensation:
• A competitive salary and benefits package that includes the opportunity for a Faculty/Staff level tuition discount for your children at Greater Atlanta Christian school.

Physical Requirements:

• Must be able to be stationary for prolonged periods at a desk, sometimes while working on a computer.
• Must be able to operate a computer and other office machinery.
• Must be able to lift up to 15 pounds at times.
• Must be able to read written or electronic documents with or without correction.
• Must be able to communicate information and ideas so others will understand.  Must be able to exchange accurate information in these situations.

Other:

• Successful background check, reference checking, and drug screening clearance.
• Acknowledgment of and agreement with Statement of Faith and Community Covenant.

Greater Atlanta Christian School/Ethos is an equal opportunity employer.  As allowed by federal law, we seek applicants who are in concert with and will support our mission.

IMPORTANT:  By submitting your resume online, you hereby authorize Greater Atlanta Christian School (GAC)/Ethos to contact, obtain, and verify the accuracy of the information contained in your application from all current and/or previous employers, references, and educational institutions.  You also hereby release from liability GAC/Ethos and its representatives for seeking, gathering, and using such information to make employment decisions and all other persons or organizations for providing such information.

You understand that any misrepresentation or material omission made by you on this application will be sufficient cause for cancellation of your application or immediate termination of employment if you are employed by GAC/Ethos whenever the misrepresentation or material omission is discovered.