Client Success Coach

• -Is well-versed in instructional leadership and has a comprehensive understanding of classroom pedagogy and current educational practices
• -Has direct experience coaching school or district leaders (principals, assistant principals, instructional coaches) and can facilitate professional conversations that lead to meaningful change
• -Can facilitate data conversations with leaders and teams, helping them interpret instructional data, identify patterns, and make informed decisions that drive school improvement
• -Has a strong interest and commitment to improving the teaching and learning occurring in K-12 classrooms
• -Has experience developing and facilitating professional learning experiences and delivering training sessions in K-12 schools
• -Can bridge the gap between theory and practical application to serve our clients better and inform product development about potentially impactful enhancements
• -Can create, develop and maintain relationships with district leaders (Superintendents and Assistant Superintendents), Principals, Assistant Principals, and industry partners
• -Is tech-savvy and can quickly learn new technologies and see the broader impact it could have.
• -Is detail-oriented and committed to exceptional client service
• -Thrives in collaborative environments both internally and with clients and sees themselves as a thought partner alongside teammates and educators
• -Can consistently adhere to processes and maintain up-to-date internal systems with client information and interactions
• -Adapts quickly in a fast-paced environment
• -Is located on the West Coast or can work PST working hours

Key Responsibilities:

Client Relationship Management

• -Serve as the main point of contact for Classroom Mosaic within a portfolio of partner districts and schools
• -Proactively connect with clients to ensure their satisfaction, gather feedback, and enhance the platform’s impact.
• -Minimize client turnover, increase product adoption, and drive account growth
• -Identify clients that are at risk and raise awareness of potential issues and challenges
• -Work closely with Client Success team to deliver exceptional platform implementation experiences
• -Cultivate client champions and assist with creating case studies
• -Willingness to travel 10%-20% of the year for in-person client meetings and conferences
• -Assist with sales operations activities, including check-ins, contract signings, and billing support

Account Implementation and Support

• -Develop and oversee account implementation by assessing client needs and delivering product updates
• -Conduct webinars, training sessions, and support calls
• -Create and maintain support documentation tailored to the system and specific clients’ requirements
• -Provide effective technical support to users
• -Where necessary, direct client requests to the appropriate internal team to ensure exceptional customer service

-Strategic Planning and Product Development

• -Utilize customer feedback and requests to inform product enhancements
• -Represent the client and their needs in internal discussions and planning to help direct product roadmap and improvements
• -Enhance current account management processes to improve effectiveness
• -Collaborate with coaching team and project team to support company initiatives

Skills & Requirements

• -Experience learning complex internal systems and gaining proficiency quickly
• -Strong analytical and problem-solving skills, including problem identification, analysis, action planning, and execution
• -Proficiency in CRM and customer support software, as well as Google Workspace/Microsoft Office
• -Experience managing complex, technical projects with a focus on timely delivery
• -Ability to build relationships across multiple departments and externally with customers
• -Customer-facing experience with an outstanding customer service attitude
• -Excellent organizational and time-management skills, with the ability to prioritize multiple activities at once
• -Self-motivated with the ability to work independently and inspire team growth
• -Advanced communication skills (verbal, written, and presentation) with the ability to translate complex information into easily digestible communications, including messages and presentations
• -Adaptability and flexibility in a fast-paced, high-growth environment

Education and Experience

• -Bachelor’s Degree or higher (preferred)
• -District level experience as an administrator, coach, coordinator, etc. (highly preferred)
• -Experience in a role such as account manager, sales operations/enablement, technical project management, professional development, or customer support (preferred)

Physical Requirements

• Must be able to lift and manipulate up to 15 - 30 lbs and travel via car or plane.

Work Environment

• -Occasional travel for conferences, client meetings and retreats
• -Operates under direct supervision with frequent reviews of work and, at times, with minimal supervision
• -This position can be based in Irmo, SC or remote. Working hours will be based on Pacific Standard Time.

Why join our team?

• -We are on a mission to help all K-12 schools provide a world-class education to every student.
• -You will contribute to building and implementing our platform for continuous instructional improvement, which supports highly effective teaching and helps develop high-quality instructional leaders.
• -We are rapidly growing, and your work will impact tens of thousands of teachers and hundreds of thousands of students.
• -We are not the typical growth-at-all-cost software company; we have an owner’s mindset and make intentional long-term decisions.
• -You will join a nimble team of exceptional members and have ample opportunities for personal and professional growth.
• -You will have management opportunities as the team grows.

Our Benefits

• -The base salary for this role is $80,000 - $100,000.
• -401(K) & 5% company match
• -Healthcare, dental, and vision insurance
• -Yearly profit share
• -Stipends for cell phone, gym/health, books, and meals
• -3 weeks PTO + 16 federal holidays & holiday extensions (6 weeks total)