Customer Success Associate Manager

2 weeks ago

Brooklyn, New York, United States Amplify Full time

About Amplify: A leader in K-12 education since 2000, Amplify is at the forefront of innovative curriculum and assessment solutions. Our programs in English Language Arts, mathematics, and science engage students in meaningful learning experiences, encouraging them to think critically and creatively. Our assessment tools empower educators to pinpoint the specific instructional support students require to build a solid foundation in early literacy and numeracy. Currently, Amplify serves over 10 million students across all 50 states.

Position Overview: We are looking for an Associate Customer Success Manager (Associate CSM) to act as the main liaison for Amplify clients, ensuring they receive an exceptional customer experience. The Associate CSM will be tasked with managing client relationships, facilitating account onboarding, and overseeing back-to-school implementations while providing continuous support to our customers. This role involves managing student achievement objectives and collaborating across departments to ensure these targets are achieved. The Associate Customer Success Manager will focus on retaining current business and fostering growth within their assigned accounts.

Key Responsibilities:
  • Lead strategic customer interactions from initial launch through the entire post-sale lifecycle, ensuring accountability for account success and retention.
  • Act as the primary contact for district leaders and educators, collaborating closely with Sales and Professional Learning teams to deliver outstanding customer service.
  • Oversee the onboarding and implementation processes for all assigned accounts, working with school personnel to establish project priorities for successful launches.
  • Build strong partnerships with account leaders to develop multi-year strategies for student achievement.
  • Conduct regular check-in meetings with clients, including goal-setting and performance reviews, to monitor progress towards strategic objectives.
  • Analyze account data to identify usage trends and share insights with clients to inform ongoing curriculum strategies.
  • Prioritize and address account issues, coordinating with internal teams to implement solutions and keep clients informed on progress.
  • Maintain a deep understanding of Amplify's product offerings to effectively advise clients on their curriculum needs.
  • Utilize project management tools to ensure consistency and efficiency in operations and communications.
  • Proactively identify potential risks and communicate any launch readiness issues encountered during onboarding or post-launch phases.
  • Assist in resolving customer issues and proactively engage with accounts that may be at risk.
  • Coordinate with other company departments, including sales and professional learning, to meet account performance goals and customer expectations.
Qualifications:
  • Bachelor's Degree or equivalent professional experience.
  • Minimum of 1 year of experience in Account Management, Customer Success, or related fields.
  • Proven ability to manage multiple projects in a dynamic environment.
  • Strong verbal, written, and presentation skills.
  • Demonstrated resourcefulness and independent problem-solving skills.
  • Willingness to travel up to 10%.
  • Must be located in the South Central region.
Preferred Qualifications:
  • Experience in Customer Success is highly desirable.
  • Background in education, school or district leadership, or educational technology/publishing.
  • Familiarity with Salesforce and Google Suite is a plus.

What We Offer: The salary is just one aspect of the Amplify Total Rewards package, which includes a competitive 401(k) plan, comprehensive health insurance options, basic life insurance, paid time off, parental leave, and access to exceptional development programs. The gross annual salary range for this position is $70,000 - $80,000, and it is eligible for an annual discretionary bonus based on individual and company performance.

Amplify is committed to fostering a diverse and inclusive workplace. We actively seek to recruit, develop, and retain talented individuals from a wide range of backgrounds.

Amplify Education, Inc. is an Equal Opportunity Employer. If selected, a background check will be required.

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