Customer Success & Product Manager - TEAMology

Company Overview
Established in 2016, TEAMology launched as one of the first companies to emerge from Penn State University's Invent Penn State commercialization ecosystem. Since 2016, TEAMology has focused on better understanding how to develop a personalized solution to meet students' social, emotional, and mental health needs. This research and development led to creating what is now known as TEAMtalk – an AI human technology that provides kids with an opportunity to directly connect and be supported by the six TEAMology characters that grow with them. Partnerships such as Penn State and the public media company WQED, home of "Mister Rogers' Neighborhood," are helping to expand the important work of TEAMology.

TEAMtalk offers a scalable machine learning human approach to engage directly with children. Our student-facing solution creates a safe, non-threatening, non-judgmental space for children to express themselves and their concerns. The whole-system solution baselines, coaches, and produces actionable outcomes to strengthen a child's mental well-being while also triaging issues through a proprietary triage approach based on a Multi-Tiered System of Supports model. Through daily check-ins, conversational evidence-based assessments, and personalized coaching and content, TEAMtalk will deliver information to educators about each student's strengths and growth opportunities as well as the ways an educator can help increase the child's social and emotional abilities. TEAMtalk identifies the need for triage and can operate as an extension of the in-school support team to mitigate challenges before they escalate and become bigger issues. TEAMtalk provides insights for individual students and classrooms, and it can be beneficial school-wide in helping educators identify the greatest challenges students are discussing and trends over time.

Role Summary
As we expand our global reach and increase the educational impact of our programs, TEAMology is hiring for a dual role of Customer Success & Product Management.  We are searching (may promote internally) for the  candidate who cares deeply for the health and well-being of student and staff success in the public K-8 education sector and thrives in a multi-tasking, start-up company environment with many moving parts and targeted outcomes.

Responsibilities

• Engages Leadership to define the product strategy in alignment with business goals 
• Develops product roadmap and backlog in alignment with product strategy and goals
• Collaborates with development team, UX Design, SEO, CS, S&M and Coaching teams to prioritize product and platform road mapping and ensure continuous improvements using an agile model 
• Drives product tasks in Jira in collaboration with U2I.Edlink and internal stakeholders
• Prepare and/or present monthly updates on product vision, roadmap and strategy
• Collaborates with TEAMology partners to coordinate product innovation and continuous improvements across the product lifecycle 
• Drives product testing with technology team and coaching staff to ensure successful deployment of services across all  platforms. 
• Coordinates product launch dates and communicates with TEAM to ensure smooth roll-outs of updates to services, as well as new features.
• Supports curriculum product development and professional development resources to improve existing curriculum and any new content added.
• Develop and implement comprehensive engagement strategies with customers to utilization of our products and services. This involves creating customized plans that align with customer goals and monitoring their progress to ensure success.
• Supports customer education marketing material creation and updates to brand, as well as competitor comparison features and rubric documentation for the EdTech market and a  solution selling approach.
• Support customer knowledge base and ensure effective customer support and implementation
• Manages CRM (Hubspot), JIRA, Notion, Fireflies, Canva, Help Desk, etc. 
• Trains internal team and consultants on new technology tools and new hire onboarding with documents and PD to piggyback training(s) and operational efficiency to reference.
• Support presentation slides, landing pages, reports and any deliverables for Sales, Marketing, Success, Coaches, Consultants, Leadership, per Marketing Brand Guidelines

These responsibilities require a proactive, customer-centric approach, excellent communication skills, and the ability to work collaboratively across multiple teams and departments.

Required Qualifications

• 5 years experience preferred in K-12/EdTech in Client Services, Customer Success, Technology, Product and/or school district instructional or administration roles familiar with SEL content, MTSS and/or mental health support.
• Excellent active listening and communication skills
• Flexible and able to adapt easily, while remaining neutral
• Technology proficient
• Strong demonstrated service-delivery experience with educational SaaS solutions
• Exceptional written and verbal communication
• Ability to diagnose needs and issues, and to translate those needs into actionable solutions.
• Highly organized, self-directed, and process-orientated with the ability to direct multiple projects simultaneously.
• Detail-oriented, with strong organizational skills.
• Ability and willingness to travel up to 10-20%.
• This is a remote position 
• CRM experience (preferably Hubspot)
• Bachelor’s Degree required : Education, Product, Business and/or Psychology preferred
• PM, technology, business certification(s) required

Salary
The estimated salary range for hire in this position is $65,000 -$ 75,000 USD. Salary may vary depending on job-related factors, including knowledge, skills, experience and location. Applications will be accepted through 11/15/24.  The anticipated start date is January 6, 2025.

Benefits

• Medical, Dental, Eye Insurance
• PTO with with 25 observed holiday & wellness days
• Flexible work culture for full time employees at 30 hours per week

Additional Information
The job is primarily performed indoors in a traditional home office setting; The individual is constantly required to talk, hear, stand, or sit for extended periods of time while using a computer, telephone, or other productivity devices to communicate with other personnel, clients/customers/students and conduct business. While performing the duties of this job, the individual may occasionally be required to reach with their hands and arms. The person in this role must frequently use their hands to finger, handle, feel, or operate objects and computer keyboards. The person in this role is occasionally required to climb, balance, stoop, bend, kneel, crouch or crawl, squat, turn/twist, and smell. They must also be able to occasionally lift, carry, push, or pull up to 5 pounds and/or occasionally lift, carry, push, or pull up to 15 pounds. Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception, and the ability to adjust focus.

TEAMology reserves the right to alter, change, modify, and/or terminate this job posting at any time without notice or obligation. No recruiters, please; principal applicants only.

TEAMology is proud to be an equal-opportunity employer. Employment with our company is based solely on a person's merit and qualifications directly related to professional competence. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, family status, marital status, pregnancy, or related condition (including breastfeeding), sexual orientation, national origin, genetics, disability, age, or veteran status, or any other or any other basis protected by law.

TEAMology is also committed to providing reasonable accommodation to qualified individuals with disabilities in the employment application process. TEAMology will also consider reasonable accommodations to enable qualified individuals with disabilities to perform essential job functions.

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