Customer Success Manager at IDEO in San Francisco, CA

Job Description In a nutshell IDEO U is an online school that equips learners with skills, mindsets, and tools to help them stay relevant and adaptive in our modern world. We're part of IDEO, an award-winning global design firm that takes a human-centered, design-based approach to help organizations innovate and grow. IDEO U was created to teach the methods we have practiced for decades and to help individuals, teams, and organizations across the globe become more resilient, creative, and innovative. We are looking for a Customer Success Manager to join our team and help us support our learner and client communities across products and evolve our support ecosystem. Why this role is important The IDEO U Courses and Sprints teams' purpose is to create a delightful experience that enables each learner to work in new ways, make new connections, and reach new goals more quickly and effectively, and inspire teams to tackle their hardest challenges creatively by transforming how they work... together. The Customer Success Manager will be a critical part of the Product team supporting thousands of learners and clients across multiple products while being a strong advocate internally on cross-functional projects. The Customer Success Manager will be a Product expert on the team and will provide guidance, education, and product training whenever needed and champion the support feedback loop to key team members in an effort to optimize the learning experience. This is a highly collaborative role; you'll leverage data to spot opportunities to improve the experience for learners and clients while working together with internal teams to explore new ideas and implement solutions. Once here you will focus on IDEO U Sprints enterprise client success and support - 80% Supporting our enterprise client experiences via video call and email with course selections, invoicing, enrollment, scheduling, escalated technical support, etc. Developing and maintaining systems to track and manage client success Ensuring customer satisfaction and retention across a broad range of client and challenge types Collaborating with the Sprints' sales, product, and learning experience teams to identify and develop new experiences and workflows that improve the client experience while creating efficiencies Identifying and connecting client needs to product and service offerings and resources across IDEO Maintaining and improving support workflows and knowledge resources Managing third party support team, resources, and workflows IDEO U course learning experience and support - 20% Managing third party support team and workflows Resolving escalated support tickets Maintaining and improving support resources Learner advocacy and providing insights to cross-functional teams in order to improve the learning experience Relevant experience, skills, and mindsets 5 years of experience in a customer-facing role, EdTech experience preferred Strategic communicator, with the ability to interact and connect with many types of personalities and articulate the value of a product to potential customers via phone and email Experience managing teams and/or projects, particularly where team empowerment is key to the success of project goals or outcomes. This can be a formal leadership role, or an informal role requiring you to influence without authority. High degree of digital fluency and comfortable with using different web-based tools and platforms. Bonus points if you are proficient in Zendesk or comparable customer success software as well as GSuite, Slack, Zoom, Asana, or other task management tools Active listener who can think critically to determine customer needs and provide appropriate solutions. A people-first mindset that is able to empathize with customers and focused on delivering an exceptional experience. Learn about IDEO U IDEO is a place unlike any other. It's a place where you can solve diverse, complex challenges for our clients or the organization, alongside thoughtful, intelligent individuals who lead with curiosity, empathy, and optimism. Sure we work hard, but we also intentionally craft moments that allow our community to pause, create, and connect. We encourage our community to bring their whole selves to work, respect the need for work-life balance, and allow for autonomy in the design process and your career. How to Apply For your application to be considered, please submit a cover letter, resume, and two writing samples. In your cover letter, please share with us why you're interested in IDEO U, and the education and learning space. For the two writing samples, please submit one long form article and one short form (e.g. advertising copy). We're looking forward to reading your application! Salary Range: $150K -- $200K Minimum Qualification SalesEstimated Salary: $20 to $28 per hour based on qualificationsShow full descriptionCollapse