Regional Manager, Education Partner Success - West Coast

Yondr creates phone-free spaces for artists, educators, organizations and individuals around the world. Our mission is to create spaces where genuine connection, focus, and creativity can flourish in the absence of technology. 

Yondr’s business segments span numerous industries, primarily across education and live events. Yondr supports schools through cell phone-free programs. Our education programs facilitate the successful implementation of phone-free school environments by providing administrators and teachers with education, training, and development resources, along with all necessary equipment. In addition, Yondr supports top artists in music and comedy by creating phone-free shows, allowing performers and audience members to enjoy live performances without the distraction of phones.

About the role:

The Regional Manager, Education Partner Success will lead a team of Partner Success Managers who play a central role in the life cycle of Yondr’s medium and large partners. The Regional Manager will also manage a portfolio of the largest and most strategic partners in their region. You and team are responsible for ensuring partner success throughout the partner journey from onboarding to success and annual recommitment to being a Yondr phone-free school. To succeed in this role, you must have experience working with large education partners, leveraging Customer Success Methodology, to drive exceptional partner results. You also must thrive being a “player/coach” as you lead your team through modeling and coaching, to ensure regional goals are met.

What you'll do:

Large District Program Implementation:

• Collaborate with sales to understand a partners’ motivations and preferences in preparing for the initial district kick-off implementation meeting

• Use the initial implementation meeting to expand the district Yondr-accountable team, establish goals and measures of success, build strong relationships, and outline customized district implementation plans that are grounded in Yondr best practices

• Project manage all aspects of the implementation plan to include regular check-ins throughout the planning and roll-out process, both virtually and onsite

• Provide engaging training/workshop for school-based implementation teams to prepare their site specific Yondr plan for implementation

• Provide staff training for school leaders and staff that will play a role in a successful Yondr program

• Leverage the Yondr contractor pool to provide implementation services as needed to expand your capacity, keeping priority on relational partner interactions (implementation planning, follow up, feedback, etc.) and delegating when needed less relational interactions (staff training, parent sessions, etc.)

• Problem solve and work through implementation barriers

• Ensure pre-launch readiness and check in post-launch to ensure best practices are upheld and partners meet early success with their cell phone free environment.

• Check in over first few months to monitor fidelity of implementation and work with educational leaders to mid-course correct to ensure implementation goals are met

• Influence/coach school leaders to take necessary actions that will strengthen implementation while understanding of their day to day demands. Leverage internal program and personnel resources to ensure client needs are met

• Use internal systems to keep track and document progress along the onboarding journey

Customer Lifecycle Management:

• Continually serve as the key point of contact for all of your assigned partners

• Use customer relationship nurturing and management to influence partners to take actions that drive implementation forward and mitigate renewal risk

• Collect customer data to provide mid-year and year-end reviews of goal attainment and celebrate successes

• Engage school leaders in thinking around future goals and outcomes beyond the present implementation plan and activities (driving toward renewal and upsell)

• Manage your portfolio of partners by prioritizing customer needs and utilize time and engagement strategies according

• Problem solve and work through customer implementation barriers

• Balance customer needs with the strategic needs of maintaining and growing the business

• Manage the renewal process and ensure Yondr normed renewal rates are attained

• Use good questioning to uncover upsell and expansion opportunities

• Work in tandem with AEs to close renewals with upsell attached

• Use internal systems to maintain impeccable records of your partner interactions, health, and next steps

Team Leadership:

• Provide opportunities to model best practices for your team, and coach them to be successful employing best practices with their partners

• Hold regular 1:1 meetings with each team member to review their portfolio of partners, to ensure optimal partner health and partner experience

• Lean in to help your team members with challenging partner situations

• Review data to ensure team effectiveness and systematic progress toward satisfaction, renewal, and expansion goals

What you'll bring:

• Bachelor’s Degree. Masters’ degree in education preferred

• 10+ years of experience in customer service, education, and/or a related field

• Background and/or experience in education (specifically grades 6-12) preferably in a leadership role

• Familiarity with current educational practices around implementing school programming

• Exceptional interpersonal skills and communication skills, oral and written

• Adaptability in dynamic environments: thrives in fast-paced settings, exhibiting flexibility and demonstrates resilience to navigate through rapid growth

• Proficiency in technology: skilled in digital tools and technology platforms that support a remote work environment

• Solution-driven mindset: the ability to embrace change and tackle obstacles with a proactive and solution-oriented approach

• Previous experience leading and/or coaching a team

Job Location:

• Remote: West Coast

• Travel expectation is based on partner demand and manager approval: 0-15% non-peak / 20- 30% peak seasons

Benefits:

• Competitive salary

• 401K plan

• Health, dental & vision insurance

• A dynamic & inclusive work environment

Yondr is an equal opportunity employer and does not discriminate in its hiring of employees based on race, religion, gender, or sexual orientation.