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. 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 3 million kids and over 120,000 teachers improve math achievement and build a love of math at the same time. And as a rapidly growing tech company, we are just getting started. ​

About the Role:

Elevate our clients’ success with DreamBox by developing high-quality systems, processes and tools that enable consistent, scalable implementation support by our Client Experience team.
The DreamBox Client Experience (CX) team manages the client journey through onboarding, initial implementation, product adoption, and usage optimization. We quarterback the client experience on behalf of all 4 client-facing teams, which also include Sales, Client Support, and Professional Development. 

A consistent client lifecycle process enables us to conduct the highest-impact activities in the most efficient way – and provide that high-impact, high-quality experience to every client. Your leadership will help us improve our processes and systems over time and ensure that the insights we derive from working with our clients strengthens our business overall. Your performance will be measured through a combination of activities and outcomes that reflect client health, retention, and growth.

What You'll Be Doing: 

• Client Lifecycle Process
  • Play a supporting role in the leadership of the CX team by focusing on processes, systems and tools
  • Serve as the internal steward for our client lifecycle, leading the regular improvement process across departments, taking responsibility for high-quality materials, gathering feedback, and assessing the consistency and quality of execution across all 4 client-facing teams
  • Surface best practices from within our team, other departments, and the technology field more broadly, and integrate them into our work
• Client Lifecycle Systems & Tools
  • Serve as the CX project sponsor for Gainsight and Salesforce, ensuring that CX requirements are well-integrated into those tools and that they are efficiently supporting our team’s work
  • Ensure that Client Experience team leaders have effective managerial tools to monitor performance on our OKR
• Cross-Departmental Leadership
  • Provide product and process feedback to internal teams including Product, Marketing, Sales, Professional Development, Business Operations, and Client Success
  • Take responsibility for providing data and insight into internal reporting and strategy development

About You: 

• 8 or more years of business process leadership, preferably in client operations in a technology business
• Experience with product and/or project management with the ability to prioritize multiple tasks and manage time effectively
• Exceptional written and verbal communication skills to support customer interactions
• High level of skill with quantitative analysis – the ability to generate insights from data
• Proficient with Salesforce, or other CRM or Customer Success applications
• Ability to influence peers and senior leaders in order to drive decision-making and generate forward momentum
• Organized, focused and able to thrive in a fast-paced environment
• Enjoy interacting with and being around people of diverse backgrounds in a variety of settings
• Poised and highly energetic self-starter
• Proven problem resolution and creative thinking skills
• Bachelor’s degree from an accredited institution