ThinkCERCA - Senior Success Manager-Louisville Region
OVERVIEW – ABOUT THINKCERCAThinkCERCA is an innovative education technology company committed to providing teachers and students with an effective, research-backed literacy framework for reading and writing across subjects in grades 3-12. Guided by a team of nationally recognized literacy experts, our mission is to deliver engaging, rigorous, and personalized literacy instruction for every student, in every class, every day.We have an exciting opportunity for a seasoned, talented, and collaborative success manager to help us grow our implementation in the Louisville area and create a thriving community of ThinkCERCA users. This is an on-site, field-based / work-from-home position and the successful candidate is expected to reside in the Louisville area.RESPONSIBILITIESThe Senior School Success Manager will be tasked with driving the growth of partner engagement and usage to achieve great student outcomes and drive expanded use within and across districts with ELA teachers and their teams in grades 6-12.
- Manage the onboarding process for school leaders and educators and drive successful adoption of the ThinkCERCA platform
- Collaborate with the district teams and our learning science team to develop custom best practice materials for educators
- Act as the customer advocate ensuring area educators' product and content requirements are communicated to the ThinkCERCA product, content, learning science, data science, and engineering teams
- Ensure customer engagement through proactive professional learning opportunities, classroom visits, outreach, and training
- Provide high levels of support (in-person visits, online chat, application support, meetings, etc) to ensure optimal user experience
- Drive and manage key metrics related to implementation, partner satisfaction, partner engagement, and expansion opportunities
- Support organization of online and in-person events to drive user engagement and fidelity to the school and district adoptions
- Develop and maintain long-term relationships with district leaders, school leaders, and classroom-based educators
- Support projects focused on identifying opportunities for growth and innovating to provide the right tools and processes for the customer success organization
- Support fellow team members in their development and work together to provide the highest level of excellence in customer experience
Account Management Team
- Director of Regional Partnerships + Executive Consultant Team (Senior Specialists)
Additional Direct Support Available
- Learning Science Team
- Data Science Team
- Product Support
QUALIFICATIONS
- 5+ years of experience in teaching high school English (preferably a diverse range of students from struggling readers to AP.)
- Curriculum development experience
- District level or school level leadership experience a plus
- Excellent communication and presentation skills
- Highly organized, self-directed, and process-oriented with excellent analytical and pragmatic problem-solving abilities
- Strong interpersonal skills - the ability to interact effectively at all organizational levels, facilitate discussions, understand partner needs, devise strategies, provide recommendations
- Ability to diagnose customer needs and challenges, and to translate those needs into actionable solutions
- Demonstrated service-delivery experience with educational SaaS solutions
- 5+ years experience preferred in K-12/EdTech in Client Services and/or Customer Success and/or school district instructional or administration roles
- Bilingual (Spanish) a plus
HOW TO APPLYThis is a full-time position with a salary depending on experience and equity opportunities. Please send your resume, a brief cover letter, and [email protected] with Senior School Success Manager-Louisville in the subject line.
