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Customer Success Manager

United States, Michigan, Farmington HillsSales

Job description

Great Minds, a rapidly growing challenger brand in the PK-12 instructional materials space, seeks an experienced Customer Success Manager.

COMPANY PROFILE

Great Minds, a mission driven Public Benefit Corporation, brings teachers and scholars together to craft exemplary instructional materials that inspire joy in teaching and learning. Our English curriculum, Wit & Wisdom®, Eureka Math™ and PhD Science™, all support teachers as they take students beyond rote learning to provide a deeper, more complete understanding of the humanities, mathematics, and the sciences. Founded in 2007, Great Minds now employs more than 1,000 people.

For additional information please visit: www.greatminds.org


OUR MARKET POSITION

Great Minds’ Eureka Math is the most widely used curriculum in the history of American education. It enjoys an unrivaled 40+ net promoter score. Eureka and its sister products, Wit & Wisdom English and PhD Science, embrace much higher expectations for all students and all teachers. In a market dominated by scripted, procedural materials that drive expectations down, Great Minds produces curricula that celebrate knowledge, respect the craft of teaching, and acknowledge the true capabilities of students.


Role Overview

The Customer Success Manager will play an active role in achieving the organizational mission of Great Minds. The Customer Success Manager is an analytical, driven, customer-focused individual with accountability for all aspects of customer satisfaction and the supervision of the Customer Success Team (CST).

This team is responsible for handling incoming customer inquiries (calls, emails and live chat) with the goal of successfully resolving these cases expeditiously. The Customer Success Manager is accountable for staffing at the optimal levels throughout the season, coaching and training employees, and building or enhancing the processes and systems to support this work. At peak times, the manager may be needed to assist with customer escalations and critical case resolution alongside the team members.

This is an exceptional opportunity for a smart, dedicated, and passionate individual to apply his or her skills to support the business growth and mission of Great Minds.


Responsibilities:

  • Oversee the staff: 1-2 Supervisors, ~7 Customer Success Representatives, and seasonal employees 
    • Use call metrics, case documentation, call review feedback to coach employees to improve their individual performance
    • Facilitate communication for escalated tickets with internal teams including Marketing, Sales, Operations, and Accounting
    • Create and maintain a positive, fun, and team-oriented culture
    • Interview and hire staff as needed
    • Conduct employee performance reviews on an annual basis
  • Build infrastructure needed to respond effectively during peak season including:
    • Identify the resolution/issue and document processes for handling customer issues
    • Use Salesforce dashboards and reports to monitor team and individual performance
    • Create views and needed reports in SalesForce
    • Create Knowledge Base to capture commonly encountered issues
    • Represent Customer Service in cross functional and leadership meetings
    • Streamline processes and communication with external vendors (warehouses and logistics)

Job requirements

Required Qualifications:

  • 5+ years in customer service experience
  • 3+ years in managing employees
  • Experience working with outside vendors such as shipping companies and warehouses strongly preferred
  • Experience with Customer Relationship Management (CRM) software is required
  • Experience with tools in customer service function -- Ticketing systems, Call center metrics, Knowledge Base
  • Strong process orientation; detail oriented; decisive; positive attitude; team-oriented; start-up friendly  
  • Ability to translate your skills to other employees through mentoring and training
  • Excellent verbal and written communication skills
  • Strong analytical and Excel skills

Education

Required:

  • Bachelor’s degree

Details:

  • Full-time
  • This position is located in our Farmington Hills, MI office (Mondays, Tuesdays and Thursdays)
  • This team will have up to four offsites per year where you will be travelling to an office.
  • A cover letter and resume are required to be considered for this position
  • Excellent benefits package
  • Please send a resume and cover letter to apply

If selected for an interview, a salary history and background check will be required

New employees will be required to provide proof of COVID-19 vaccination, subject to potential accommodation as required by law or otherwise permitted by the Company.


Any communication to applicants relating to the Great Minds hiring process will only come from email addresses with the domains greatminds.org or greatminds.recruitee.com. If in the course of the application or hiring process with Great Minds you are contacted through another domain, are requested to provide banking or other sensitive information, or you note any other suspicious activity, please contact security@greatminds.org


Great Minds is an equal opportunity employer. We will extend equal opportunity to all individuals without regard to race, religion, color, sex (including pregnancy, sexual orientation, and gender identity), national origin, disability, age, genetic information, or any other status protected under applicable federal, state, or local laws. Our policy reflects and affirms the organization’s commitment to the principles of fair employment and the elimination of all discriminatory practices.


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