Client Experience Manager (Contract)
About Us:
Right now, even though STEM skills are increasingly important, over 60% of students in Kindergarten through 8th grade are not proficient in math at their own grade-level. The pandemic has increased the opportunity gap for our most vulnerable students. As a society, we need to bring together our best, most creative minds to tackle this critical problem and ensure all kids are successful in math and school and have the tools they need to reach their potential. This includes developing the most innovative learning technology using advanced data science in a way that inspires students and empowers teachers. Come help us make a difference at DreamBox Learning.
We’re passionate about our mission to radically transform the way the world learns. Today, our Intelligent Adaptive Learning platform – with its rigorous math curriculum and game-based environment – is helping 5 million kids and over 150,000 educators improve math achievement and build a love of math at the same time. In the wake of COVID-19, and the broad range of learning experiences: in-person, all virtual and hybrid models, we are uniquely positioned to bring our best-in-class adaptive learning platform to more students and provide Educators and Parents with insights into their student’s learning.
We offer a flexible, hybrid work solution once it is safe to go back into the office. We are all 100% remote at this time.
About the Role:
As a Contract Client Experience Manager, you will be responsible for orchestrating the client relationship, driving an effective adoption experience, and advising clients to ensure that they are getting value from our solution. You’ll know you are doing an extraordinary job when your clients renew and expand usage and are vocal DreamBox champions at each lifecycle stage. This role is a 6-month contract with the potential to hire on as a full-time employee.
What You’ll Be Doing:
- Manage and engage with approximately 100-400 school districts and buildings, across a portfolio of mostly smaller school systems.
- Embrace the DreamBox Learning value proposition and how it relates to the strategic goals of an educational institution; provide support, actionable advice, and useful content to drive impact
- Dynamic guidance of the customer lifecycle, with a heavy emphasis on deepening the implementation and adoption
- Analyze and interpret data as it relates to impact and implementation to initiate proactive solutions
- Closely monitor and report on key metrics, milestones, and client NPS; analyze trends to monitor client health throughout the client journey
- Establish deep knowledge of DreamBox products and services and how each relates to specific client goals
- Proactively inform leadership and account team partners of lifecycle risks & opportunities; when risk surfaces, project manage solutions-focused resolutions
- Prioritize outreach efforts to mitigate churn and position for expansion/growth
- Partner as a customer advocate by providing product and process feedback to management and/or internal teams as necessary
- Produce high-quality, professional resources to support district implementation goals and outcomes
- Conduct engaging presentations for client groups, including client kick-offs, back-to-school strategy sessions, usage optimization calls, etc.
- Participate in team projects that support goals and initiatives of the department
- Be an innovative and collaborative thought leader, continuously assessing team support for all clients and determining new strategies or services that will better drive DreamBox onboarding, implementation, and usage
About You:
- You won’t settle for a company that isn’t mission-driven.
- You’re deeply passionate about education (you have your own “why”) and you’re obsessed with the educator experience.
- You’re skilled at anticipating roadblocks and finding creative detours to reach a desired destination.
- You’re collaborative and equally comfortable giving and receiving feedback.
- You believe that we have the power to transform the way the world learns…
- 3+ years of Customer Service
At DreamBox, we are hooked on celebrating diversity & providing an inclusive workplace and it shows throughout our product, brand, and teams. We are proud to be an equal opportunity employer. Thanks for considering DreamBox Learning!