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Customer Success Manager(West/Central Region)
4 months ago
Ideal candidate will be located in Pacific or Central Standard Time zone.
If you are looking for an opportunity to positively impact school district English Language programs by developing relationships with district leaders and helping them to optimize their use of Ellevation, we have a position for you
We are looking to add a proactive, innovative, and results-oriented Customer Success Manager who will serve as the main onboarding contact and act as a key relationship manager responsible for account health and ongoing adoption and engagement of Ellevation. Working closely with our Account Management team, you will work to understand district priorities and regularly monitor district health to ensure that districts are set up for renewals and expansions.
This role will include delivering services to our partner districts focused chiefly on driving their adoption and long-term engagement with the product. You will collaborate with our Customer Success and Product Education teams to better understand district needs and help refine Ellevation's onboarding approach to ensure active engagement with the platform and instructional products. Most importantly, you will help thousands of educators take advantage of a software solution that helps English Language Learners achieve their highest aspirations.
You will become an expert in our product and best practices, consulting with our partners on how best to leverage Ellevation in their districts. This role requires a combination of organizational skills, relationship management, a service orientation, and entrepreneurship. Just as important, we are looking for someone who wants to be in a scaling organization, has tremendous communication skills, is motivated, proactive, and is a self-starter.
As a Customer Success Manager, you will develop the essential skills to successfully maintain high levels of partner satisfaction and partner health, and become an expert in providing consultation and thought partnerships to school districts so they are able to maximize their use of all Ellevation products - both compliance and instruction.
Here is what your first year with us looks like:
Within 1 month, you will:
- Onboard and learn about Ellevation, and the work we do to improve outcomes for EL students.
- Become familiar with our product offerings, and our customer landscape.
- Understand the Partner Success Organization (PSO) approach and how we work within the PSO Department, as well as in close collaboration with the Revenue teams.
- Learn the various tools and processes that Customer Success Managers use to facilitate new partner implementation and ongoing engagement.
- Shadow Customer Success meetings/calls (i.e. Kickoff, Design, Planning, etc.), as well as online trainings on all of Ellevation's products.
Within 3 months, you will:
- Take on your first new partner implementation(s) and begin managing your full caseload partners in Success;
- Build relationships with the Account Managers you work closely with to learn more about your partners;
- Continue to gain proficiency with the Ellevation product suite and deepen product knowledge;
- Begin using the Partner Health Dashboards to better understand partner usage, engagement, satisfaction and other health metrics;
- Support partners to understand and adopt new products/features as they are rolled out by sending emails suggesting webinars, links to RC articles, videos, working sessions, etc.
Within 6 months, you will:
- Grow your knowledge and skills as a Customer Success Manager and facilitate the implementation of Ellevation's suite of products for multiple partners simultaneously;
- Deepen your ability to analyze data to monitor partner health, and develop confidence in determining which mitigating saving actions and plays to apply for which partners in a timely manner;
- Collaborate with other PSMs and other internal teams (Product Support, Professional Services, etc.) to continually refine our approach to engaging and supporting our district partners;
- In collaboration with Account Management, engage with administrators in partner districts to conduct Account Review and Reflection Meetings to ensure districts are set up for expansions and renewals.
Within 12 months, you will:
- Maintain high levels of partner health, including data freshness, Platform usage, Strategies usage, and overall partner satisfaction, while also managing partner expectations.
- Listen and learn from partners on current compliance and instructional challenges, and ideate on how the product can best meet district needs.
- Act as a subject matter expert for our Product Education team as it relates to the development of Resource Center and Webinar content, and offer suggestions and ideas to improve our resources.
- Surface learnings/observations/feedback from our district partners to Ellevation's Product and Engineering Teams to help inform future product development efforts, and participate in dogfooding and other feedback exercises with the Product team.
About you:
- Ideally 3+ years of experience in Management Consulting, Customer Success, Account Management, Business Development, Educational Administrator, or another client-facing role;
- Strong leadership, analytical, and organizational skills;
- Outstanding verbal and written communication skills with audiences of all levels;
- Ability to guide and support users of varying levels of comfort with technology
- Driven, self-motivated, enthusiastic, and with a "can-do" attitude;
- Experience and knowledge of the ELL landscape and instructional practices;
- Ability to produce results in a fast-paced, sometimes ambiguous environment;
- Eagerness to tackle complex partner challenges and a demonstrated ability to break things down into concise, actionable steps for both internal stakeholders and our end-users;
- A rigorous approach to project management;
- Proven competency in identifying value-based opportunities for the partners; advocating for partner needs internally and externally;
- Passion for driving change in education;
- Travel to support onboarding and user gatherings as needed.
Are you passionate about growth and eager to learn? Do you possess a drive to excel and make a difference? Ellevation values diversity, creativity, and a hunger for new perspectives. While our job postings outline preferred qualifications, we believe that talent comes in various forms. If you're motivated, adaptable, and ready to contribute, we encourage you to apply. We welcome candidates from all backgrounds and experiences, recognizing that unique skills and fresh outlooks are invaluable assets to our team. Don't let a checklist of requirements deter you – take the leap, and let's explore the possibilities together
About Us:
At Ellevation, we develop world-class software to help educators serve the fastest growing population of K-12 students: English Learners (ELs). Ellevation helps school districts transform their Multilingual Learner programs and ensure all students can achieve their highest aspirations. Our product suite includes a best-in-class data and instructional planning platform, resources to build teacher capacity, and student-facing programs to teach academic language.
We are a fast-growing, mission-driven technology company partnering with over 1,500 school districts and more than 2 million current and former English Learners. Over the next five years, we plan to double the number of ELs we serve and drive measurable outcomes for students. Ellevation merged with Curriculum Associates in 2021 to accelerate impact for Multilingual Learners. Our company continues to operate independently and is well-capitalized to support our ambitious social and financial objectives.
Why Ellevation?
In addition to our great benefits and competitive salaries, here are some things that make us unique:
+ Mission-driven organization where team members are empowered to make a significant impact
+ Opportunities to join DEIB-focused groups and support building a culture of belonging
+ Professional development and growth opportunities
+ Company and team offsites in various cities across the United States
+ Collaborative workspace in the heart of Boston - a stone's throw from many central T stops (Downtown Crossing, Government Center, and Aquarium). Free snacks, beverages, and local organic fruit provided
+ Remote and in-person engagement opportunities, including happy hours, themed events, and competitions
+ Remote and in-person wellness programming to support team's mental and physical wellbeing
Learn more about our team in our Culture Deck.
Here at Ellevation, we champion diversity, inclusion, equity, and belonging. We strive to build a team that reflects the diverse communities we serve. We are committed to creating an inclusive workplace that promotes and values a range of ideas and opinions.
We believe in building a culture where productivity can flourish, one that is empathetic, respectful, and inclusive. We are proud to have been recognized in prior years as "Best Tech Workplace for Diversity" by the Timmy Awards for investing in training around inclusive behaviors, microaggressions, unconscious bias, and fostering a culture of continuous learning and feedback across the company. We are encouraged by our progress, but there's more work to be done.
Benefits – Benefits eligible employees (and qualifying dependents) are covered by medical, dental, vision, and basic life insurance. Employees can enroll in our company's 401(k) retirement plan and receive an employer match up to 50% on the first 7% of your contribution, with pre-tax and Roth options. Employees have access to flexible paid time off for vacations, sick and disability policy, additional 10 paid company holidays, 2 floating holidays and a winter office closure between Christmas and New Year's. In addition, we provide a generous parental leave benefit, back-up childcare or eldercare, and a variety of other perks to support the health and well-being of our employees.Additional Information: Ellevation operates under Curriculum Associates, LLC, an Equal Opportunity Employer. Curriculum Associates, LLC will not discriminate against any employee or applicant for employment because of race, color, creed, religion, sex, national origin, age, marital status, veteran status, sexual orientation, gender identity or expression, disability, genetic information, or any other category protected by law. Curriculum Associates, LLC will grant employment, without regard to race, color, creed, religion, sex, national origin, age, marital status, veteran status, sexual orientation, gender identity or expression, disability, genetic information, or any other category protected by law. Such action shall include, but not be limited to, the following: employment, upgrading, demotion, transfer, recruitment or recruitment advertising, layoff or termination, rates of pay or other forms of compensation.
Our company uses E-Verify to confirm the employment eligibility of all newly hired employees. To learn more about E-Verify, including your rights and responsibilities, please visit
Information that you provide when applying for employment with Curriculum Associates, LLC may be subject to the California Privacy Rights Act. Click here for more information about our data-collection practices and your rights related to that data.
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