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Job Description
Customer Service focuses on programs to ensure positive experiences including: driving customer success outcomes to increase retention and expand revenue; working to ensure higher adoption and customer satisfaction; defining key operational metrics and establishes systems for tracking metrics that define service level expectations. Bachelor's degree (advanced degree preferred), 8-10+ years of related professional experience
Job Description
The Partner Solutions Sr. Manager supports ongoing account needs related to day-to-day digital program planning, implementation, and growth. This role ensures accounts have all their needs met as part of standard operating procedures, implementation, onboarding, launch, training, troubleshooting, skill building, adoption, and consultative services aligned to industry best practices and national standards. This role must be a strong collaborator internally and externally willing to take a hands-on approach in solving varying account needs and bringing other LS team members into conversations when needed or appropriate. This role works closely with sales, enablement, academic, and other Learning Solutions team members to maximize account satisfaction and support measured through CSAT and NPS indicators. The ideal candidate must be passionate about building and implementing online and digital learning solutions with an educational strategist mentality who takes a proactive, consultative approach in developing trusted advisor status with program level leaders and staff who are responsible for day-to-day operations at the account level. The Partner Solutions Manager success will be measured by customer support and satisfaction levels. *Insert About the Stride/Department
ESSENTIAL FUNCTIONS: Reasonable accommodations may be made to enable individuals with disabilities to perform the essential duties.
* Function as a key point of contact for account ongoing planning, implementation, and support
* Offer superior customer experience proactively addressing ongoing training and support needs in collaboration with other LS team members.
* Coordinate resources to ensure customer experiences seamless service delivery from marketing/enrollment, operations, curriculum, instruction, support, billing, training, professional development, etc.
* Provide regular updates to partners on the progress of Learning Solutions support, services, timelines, operations, and campaigns
* Develop and maintain an understanding of customer needs, contract terms and conditions, and account requirements to ensure compliance with terms and conditions in collaboration with account managers
* Responsible to support growth and retention efforts in partnership with regional account managers
* Monitor program outcomes providing consultative recommendations with regional account managers and other LS team members as appropriate
* Collaborate closely with sales, enablement, academic, and other Learning Solutions team members to ensure customer satisfaction
* Escalates technical issues and determines the best resources for remediation.
Supervisory Responsibilities: This position has no formal supervisory responsibilities. Certificates and Licenses: None required
REQUIRED QUALIFICATIONS:
* Bachelor's degree AND
* Ten (10) years of related experience OR
* Equivalent combination of education and experience
* Microsoft Office (Outlook, Word, Excel, PowerPoint, Project, Visio, etc.); Web proficiency.
* Ability to travel up to 30% of the time; May travel locally up to 50% during peak season
* Ability to clear required background check
DESIRED QUALIFICATIONS:
* Seven (7) to Ten (10) years of educational experience
* Prior experience using Salesforce
WORK ENVIRONMENT:
The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
The above job is not intended to be an all-inclusive list of duties and standards of the position. Incumbents will follow any other instructions, and perform any other related duties, as assigned by their supervisor. All employment is "at-will" as governed by the law of the state where the employee works. It is further understood that the "at-will" nature of employment is one aspect of employment that cannot be changed except in writing and signed by an authorized officer.
Stride, Inc. is a Federal Contractor, an Equal Opportunity/Affirmative Action Employer and a Drug-Free Workplace. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, protected Veteran status age,, or genetics, or any other characteristic protected by law.
Job Type
Regular
The above job is not intended to be an all-inclusive list of duties and standards of the position. Incumbents will follow any other instructions, and perform any other related duties, as assigned by their supervisor. All employment is "at-will" as governed by the law of the state where the employee works. It is further understood that the "at-will" nature of employment is one aspect of employment that cannot be changed except in writing and signed by an authorized officer.
Stride, Inc. is a Federal Contractor, an Equal Opportunity/Affirmative Action Employer and a Drug-Free Workplace. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, protected Veteran status age, or genetics, or any other characteristic protected by law.
Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities
The contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor's legal duty to furnish information. 41 CFR 60-1.35(c)
Customer Service focuses on programs to ensure positive experiences including: driving customer success outcomes to increase retention and expand revenue; working to ensure higher adoption and customer satisfaction; defining key operational metrics and establishes systems for tracking metrics that define service level expectations. Bachelor's degree (advanced degree preferred), 8-10+ years of related professional experience
Job Description
The Partner Solutions Sr. Manager supports ongoing account needs related to day-to-day digital program planning, implementation, and growth. This role ensures accounts have all their needs met as part of standard operating procedures, implementation, onboarding, launch, training, troubleshooting, skill building, adoption, and consultative services aligned to industry best practices and national standards. This role must be a strong collaborator internally and externally willing to take a hands-on approach in solving varying account needs and bringing other LS team members into conversations when needed or appropriate. This role works closely with sales, enablement, academic, and other Learning Solutions team members to maximize account satisfaction and support measured through CSAT and NPS indicators. The ideal candidate must be passionate about building and implementing online and digital learning solutions with an educational strategist mentality who takes a proactive, consultative approach in developing trusted advisor status with program level leaders and staff who are responsible for day-to-day operations at the account level. The Partner Solutions Manager success will be measured by customer support and satisfaction levels. *Insert About the Stride/Department
ESSENTIAL FUNCTIONS: Reasonable accommodations may be made to enable individuals with disabilities to perform the essential duties.
* Function as a key point of contact for account ongoing planning, implementation, and support
* Offer superior customer experience proactively addressing ongoing training and support needs in collaboration with other LS team members.
* Coordinate resources to ensure customer experiences seamless service delivery from marketing/enrollment, operations, curriculum, instruction, support, billing, training, professional development, etc.
* Provide regular updates to partners on the progress of Learning Solutions support, services, timelines, operations, and campaigns
* Develop and maintain an understanding of customer needs, contract terms and conditions, and account requirements to ensure compliance with terms and conditions in collaboration with account managers
* Responsible to support growth and retention efforts in partnership with regional account managers
* Monitor program outcomes providing consultative recommendations with regional account managers and other LS team members as appropriate
* Collaborate closely with sales, enablement, academic, and other Learning Solutions team members to ensure customer satisfaction
* Escalates technical issues and determines the best resources for remediation.
Supervisory Responsibilities: This position has no formal supervisory responsibilities. Certificates and Licenses: None required
REQUIRED QUALIFICATIONS:
* Bachelor's degree AND
* Ten (10) years of related experience OR
* Equivalent combination of education and experience
* Microsoft Office (Outlook, Word, Excel, PowerPoint, Project, Visio, etc.); Web proficiency.
* Ability to travel up to 30% of the time; May travel locally up to 50% during peak season
* Ability to clear required background check
DESIRED QUALIFICATIONS:
* Seven (7) to Ten (10) years of educational experience
* Prior experience using Salesforce
WORK ENVIRONMENT:
The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
- This is a home-based position that requires an environment that allows you to meet and communicate daily via Microsoft Teams or Zoom.
- Stable, high-speed internet that can deliver quality audio and video is essential to performing daily responsibilities in this position.
- Accommodate and work within standard business hours of 8:30am - 5:30pm EST
- Compensation & Benefits: Stride, Inc. considers a person's education, experience, and qualifications, as well as the position's work location, expected quality and quantity of work, required travel (if any), external market and internal value when determining a new employee's salary level. Salaries will differ based on these factors, the position's level and expected contribution, and the employee's benefits elections. Offers will typically be in the bottom half of the range.
- We anticipate the salary range to be $91,279.50 to $146,047.20. Eligible employees may receive a bonus. This salary is not guaranteed, as an individual's compensation can vary based on several factors. These factors include, but are not limited to, geographic location, experience, training, education, and local market conditions. Stride offers a robust benefits package for eligible employees that can include health benefits, retirement contributions, and paid time off.
The above job is not intended to be an all-inclusive list of duties and standards of the position. Incumbents will follow any other instructions, and perform any other related duties, as assigned by their supervisor. All employment is "at-will" as governed by the law of the state where the employee works. It is further understood that the "at-will" nature of employment is one aspect of employment that cannot be changed except in writing and signed by an authorized officer.
Stride, Inc. is a Federal Contractor, an Equal Opportunity/Affirmative Action Employer and a Drug-Free Workplace. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, protected Veteran status age,, or genetics, or any other characteristic protected by law.
Job Type
Regular
The above job is not intended to be an all-inclusive list of duties and standards of the position. Incumbents will follow any other instructions, and perform any other related duties, as assigned by their supervisor. All employment is "at-will" as governed by the law of the state where the employee works. It is further understood that the "at-will" nature of employment is one aspect of employment that cannot be changed except in writing and signed by an authorized officer.
Stride, Inc. is a Federal Contractor, an Equal Opportunity/Affirmative Action Employer and a Drug-Free Workplace. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, protected Veteran status age, or genetics, or any other characteristic protected by law.
Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities
The contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor's legal duty to furnish information. 41 CFR 60-1.35(c)
