Enterprise Higher Ed Curriculum Consultant

Client Success Specialist Job Description

Enterprise - Higher Education Group of Packback

What does Packback do?

Packback exists to awaken and fuel lifelong curiosity in every student. Packback is an education technology company, offering a social learning platform powered by artificial intelligence that is used by college professors and K-12 teachers to help their students fall in love with the subject matter, drive personalized learning, and most importantly - quantify and improve critical thinking ability. More literally, Packback is a platform that enables powerful online classroom discussion with Packback Questions, long-form writing assignments with Packback Deep Dives, and elevated engagement tools with Packback Instruct.

Who YOU are and what YOU will do:

This role can be fully remote; however, Packback does have an office in Chicago, IL. Many team members based out of Chicago work a hybrid home/office schedule and take advantage of a few in-office benefits (gym, weekly lunch & breakfast). Travel could be up to 25%.

The Team

The Packback Enterprise - Higher Education Group works with education leaders and faculty interested in transforming their student engagement and faculty satisfaction through inquiry-based pedagogy via the adoption of Packback. The ENT HE Client Success Team helps scale the use of the Packback platform across Higher Education institutions and ensures college faculty and students have a successful experience with Packback, contributing to revenue growth through upsells and renewals.

Job Description - Client Success Specialist

The Enterprise Higher Education Client Success Specialist will drive relationships between our current Higher Education institutional partners and Packback by supporting instructors in utilizing online discussion to empower student inquiry and critical thinking. Your role will focus on retaining our current professors through these relationships and growing our user base at your accounts. You will work closely with the team’s Account Managers who will ensure that your actions align with the needs of the Account to meet renewal or upsell criteria. You will conduct outreach to instructor prospects to progress their understanding of Packback and gain commitment for adopting Packback within their courses.

You will be involved in driving client satisfaction by providing onboarding and course setup services and instructional support, analyzing student engagement metrics, and serving as a responsive liaison between Packback and our institutional partners. You will also help scale adoption of Packback by identifying growth opportunities within your client institution accounts, building relationships and presenting to key department-level and academic technology stakeholders. You will be responsible for managing multiple partnerships while aligning our platform to meet faculty members’ course objectives and institutions’ strategic goals.

This role has the opportunity to grow in seniority with further increases to both base and variable compensation, and can also progress into an Account Manager role.

Success Metrics: Contract Fulfillment (seat fill) / Professor Retention/Contract Upsell / Contract Renewals

Key Responsibilities

• Efficiently managing a pipeline of 125-200 professors throughout their customer journey.
• Retain and grow the customer user base at each account to meet contract expectations and support the Account Manager in contract renewal.
• Determine and collaborate with the Enterprise Account Manager on strategies to expand usage through referrals, outreach, etc
• Plan and conduct interactive workshops and seminars to train faculty and teachers on integrating Packback into their curriculum
• Provide 1-1 and group coaching to instructors on pedagogical best practices for leading engaging, equitable discussions in Packback
• Identify "champion" users who can serve as peer mentors on advanced Packback features and integration
• Tailor training approach based on client educational level, subject matter, and learning objectives
• Serve as an ongoing expert resource for troubleshooting implementation issues
• Maintain current knowledge on Packback's AI-driven features and UX updates
• Collect user feedback to refine training programs and inform product enhancements
• Collaborate with marketing and product to capture user stories to deepen partnership of Packback in your territory and in the marketplace
• Report on client onboarding success, challenges, and growth opportunities
• Travel nationwide to lead onsite training in your territory on the Packback platform. This could be up to 30%.

Qualifications:

• Client success, sales, or account management experience
• Exceptional technology skills with a strong aptitude for mastering new software programs
• Strong oral and written communication skills
• Goal-oriented nature
• Proven experience managing multiple, competing priorities
• Strong collaboration skills - the ability to work with a close-knit team to execute on team strategy to ensure we’re hitting team goals
• A high level of accuracy and attention to detail
• Flexible approach, able to operate effectively with uncertainty and change
• Driven, self-motivated, enthusiastic, and with a “can-do” attitude
• Strong problem-solving skills
• Ability to multi-task and complete tasks quickly and efficiently
• Ability to organize and prioritize daily activity
• Drive to
• College Degree highly preferred

Ideal Qualifications:

• Proven ability to meet or exceed a quantitative goal
• Experience providing exemplary customer service to support a technology product
• Project management experience
• Ability to effectively communicate and persuade by email, phone, and presentations
• Demonstrates poise, maturity, and resilience with internal and external audiences
• Experience with Salesforce and Google G-Suite
• Experience in Higher Education a big plus

What You Bring To The Table:

• A strong interest in working in an edtech startup environment
• Flexible and ready to contribute and test ideas to optimize processes in a constantly evolving organization
• Relevant customer service / client success prior experience
• Experience in working with CRM software
• Values fit - the individual must be aligned with all of our company values, but especially as it relates to:
  • We are fearlessly curious
  • We are fearlessly curious
  • We employ an investor’s mindset
  • We do what we say we will do

Benefits and Perks

Health & Wellness

• Medical Insurance
• Dental Insurance
• Vision Insurance
• 401K: Packback offers 50% matching up to 4% of employee contributions
• Stock options
• Disability Insurance
• Life Insurance
• Commuter Benefits
• Generous Paid Parental Leave up to 12 weeks
• Family Medical Leave
• Unlimited Time Off with a 3 week minimum encouraged
• May be eligible for a tech stipend

Additional Perks:

• Access to premium membership to One Medical
• Calm subscription
• Monthly Dashpass subscription by DoorDash
• "Momentum Maintenance Fridays" - Every Second Friday of the Month is an Office Shut Down day.

Our Curriculum Consultant I position starts at a $67,000 base salary with ~$7,500 annual bonuses. Starting position offered will depend on experience and qualifications.

Our commitment to diversity:

Working in the Education Technology space, Packback believes it is an ethical necessity for us to work to build a diverse and inclusive team, to help us better consider the needs of our diverse audience of students with a wide range of educational backgrounds and educational needs.

We are an equal opportunity employer and value diversity in our company. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.