Senior Customer Success Program Manager

July 26

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Code.org

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Learn computer science. Change the world.

Coding • Teacher professional development • K-12 education • Computer science education • STEM

51 - 200

💰 Grant on 2022-06

Description

• Code.org is seeking a Customer Success Program Manager • You will own the entire customer success experience using a variety of channels to connect 1:1 with our passionate teachers and help address their questions, resolve their issues, and hear their feedback about our offerings • Act as the 'voice of the customer' by identifying, synthesizing and championing needed new product initiatives and issues that need addressing from the perspective of customer success

Requirements

• A bachelors degree, and 3+ years of customer success / support experience • Experience working with a support ticketing platform (e.g. Zendesk) • Passion for helping others, and delighting our users with your compassion, elaborate accuracy, and timeliness of support • Experience supervising the work and tasks of others • Keen eye for content that could be deemed inappropriate / offensive / unsafe for classroom settings • Excellent personalized communication skills to connect with teachers with a range of tech savvy know-how, and/or frustrated users wanting immediate assistance • Excellent written communication skills to help organize, synthesize, and advocate for 'voice of customer' features and issues to address • Ability to 'see the forest for the trees' and identify common denominators between seemingly unrelated issues, and find solutions to interconnected problems • Experience using data to make decisions, particularly with user research

Benefits

• Technology subsidy consistent with our Bring Your Own Device environment • Flexible, engaging, and remote working environment • Paid time off: 3 weeks vacation annually, sick leave, and 'winter break' office closure the two weeks that include Christmas and New Years • Medical, dental and vision premiums paid at 100% for FT positions and their dependents • Option to participate in 403b retirement plan • Annual professional development stipend • The opportunity to help students learn better and change the face of computer science