Client Experience Manager

Posted Oct 22

Hi, we're Edlio! We are a fast-paced software development company looking for an innovative, energetic, supportive, and dynamic individual to join our team. We specialize in a web-based solution for thousands of schools and districts nationwide. Our content management system is packed with features designed specifically for teachers and school administrators and is a perfect fit for educational organizations of any size, from small charter schools to districts with dozens of campuses.

Operational lead for the Client Success team for all product lines while providing ongoing leadership & consultative support. Working in close partnership with the VP of Client Experience to develop and evolve project management & production processes, standardize customer service across all product lines, facilitate cross-training between various client-facing teams, help identify ways to improve communication and metrics transparency using Churnzero & other methods, ongoing team-building, and mentorship of client-facing teams.

Main Responsibilities

  • Provide guidance and support to clients on business process improvement, change management, and best practices during implementation to ensure high success and client adoption of the software
  • Measure clients understanding of purchased products and provide endless knowledge sharing with client services and sales teams
  • Develop quantifiable data on a monthly and quarterly basis
  • Work with VP of CX & upsell team to gather and leverage data to identify upsell opportunities, collaborate on campaigns, & continuously deliver a better client experience 
  • Act as an escalation point for client concerns and facilitate internal communications as needed
  • Collaborate with cross-functional teams to improve customer support and satisfaction
  • Work closely with Tech Support Manager on initiatives and improving overall process for all product lines
  • Implement ongoing cross-training and customer service trainings for client-facing teams
  • Improve current onboarding procedures for all CS teams and work with VP of CX & HR to implement required employee trainings for new CS hires
  • Update job knowledge by participating in professional development and educational opportunities

Qualifications

  • Strong written & verbal communication
  • Leadership
  • Ability to provide outstanding customer-focused service
  • Focused problem-solving & analytical skills
  • Time management
  • Attention to detail
  • Conflict management
  • Ability to deal well with stress
  • Effectively work with people from a broad spectrum of technical understanding

Perks and Benefits

  • Base salary + variable compensation plan
  • 401K with employer matching 
  • Comprehensive healthcare benefits
  • Maternity/Paternity leave
  • Paid vacation and holidays
  • Edlio Winter Break
  • Travel stipend Wellness stipend

Direct Reports

  • Client Success Specialists (all product lines)
  • Client Success Content Specialist
  • Client Success Communication Specialist