Marketplace Success Manager - Education

As a Marketplace Success Manager - Education at Clipboard Health, your primary responsibilities include onboarding new schools, building relationships with current educational institutions, and providing support to substitute teachers. You will also be involved in collecting and communicating feedback from both schools and substitutes to enhance the overall marketplace experience.

To succeed as a Marketplace Success Manager - Education at Clipboard Health, candidates should ideally have experience in account management, customer service, or a related field. Strong interpersonal skills, problem-solving abilities, and a passion for education are also essential. Familiarity with the education sector and a desire to enhance the success of substitute teachers and schools is a plus.

Clipboard Health emphasizes a high-touch approach, providing comprehensive onboarding for new schools to set them up for success. This includes personalized calls and follow-ups to ensure schools have everything they need, while for substitutes, there is a thorough orientation process to familiarize them with the platform and requirements.

An excellent hire for the Marketplace Success Manager - Education role at Clipboard Health will be proactive in gathering insights from schools and substitutes, capable of tracking changes to surface patterns and committed to enhancing the marketplace experience. Strong relationship-building skills and empathy towards customer success are crucial traits.

Success for schools and substitutes working with Clipboard Health manifests through effective onboarding processes, regular check-ins, and responsive support. Schools should experience seamless access to substitute educators while substitutes gain flexibility and constructive feedback to help enhance their career within the educational landscape.

To onboard a new school effectively, I'd start by scheduling an introductory call to understand their specific needs, then guide them through the setup of our platform. I'd emphasize the importance of follow-up within the first 30 days to address any concerns and gather feedback for improvement.

In a previous role, a school expressed concerns about a lack of substitute availability. I took immediate action by assessing our existing supply, contacted potential substitutes, and created a recruitment plan. This response not only resolved their issue but also increased our overall availability.

I would implement regular check-ins and structured surveys to collect feedback. Additionally, I’d focus on informal communication channels to encourage open dialogue, ensuring both substitutes and schools feel comfortable sharing their insights and concerns.

Balancing support for schools and substitutes requires effective prioritization. I'd assess urgency—if a school is experiencing a significant issue affecting students, I’d address that first. Simultaneously, I would ensure substitutes have timely access to necessary resources to avoid conflicts.

What motivates me is the opportunity to make a tangible positive impact on people’s lives—whether it’s helping schools find the right substitutes or empowering educators to connect with rewarding opportunities. That satisfaction drives my commitment to excellence in service.

Building lasting relationships starts with authentic engagement. I would regularly check in with schools, attend their events, and be proactive in understanding their evolving needs. The goal is to become a trusted partner rather than just a service provider.

I approach difficult conversations with empathy and active listening. It’s crucial to acknowledge the customer’s feelings and concerns. I’d aim to find a resolution by collaborating towards a solution while remaining calm and professional throughout the discussion.

I utilize CRM tools to monitor customer engagement, response times, and satisfaction scores. Additionally, I would analyze feedback regularly to identify patterns and areas for improvement, ensuring that our strategies align with customer success.

Once, I received feedback about response delays in email communication. I took it to heart and revised my workflow by prioritizing urgent emails and setting aside dedicated time for responses, which greatly improved our team's communication efficiency.

The most critical aspect of customer success in education is maintaining strong, transparent communication. Schools and substitutes need to feel supported and informed. Building trust through consistent updates and feedback loops ensures that everyone is aligned and satisfied.