Customer Success and Sales Support Manager

EarlyBird Education - Boston, Massachusetts or Remote - Full time

Have you wondered whether it’s possible to find gratifying work in a fast-paced startup that is also mission focused?

Join EarlyBird Education where you can change children’s lives.

About EarlyBird

EarlyBird is a technology platform offering better assessments and support to optimize the early stages of learning. It responds to emerging brain science revealing that literacy issues, like dyslexia, can be identified before a child enters kindergarten – even before they learn to read - when early intervention has a dramatic impact on reading and self-esteem outcomes.

EarlyBird is commercializing a breakthrough mobile app + web-based platform, based on research and technology developed at Boston Children’s Hospital. With just 30 minutes of game play, we can predict which children will struggle with reading.

Position Overview

As a Customer Success and Sales Support Manager and critical early employee of this startup company, you will play a major role in shaping the delivery of the EarlyBird solution to states, districts, and schools. You are at the center of our success developing and maintaining our marketing, sales and customer service systems, leveraging Hubspot, and supporting frontline troubleshooting and problem solving. You are passionate about making the customer experience delightful -- from the first inquiry to the sale, and from implementation and support to the renewal. You contribute to team energy, anticipate and address problems proactively before they happen, enjoy front-facing interactions, working collaboratively and also independently, and thrive in a fast-paced, constantly evolving start-up environment. You are energized, flexible, detail-oriented, and excited about building value for customers.

Reporting to the Director of Partnerships and Operations, your primary responsibility will focus on customer success and support throughout the customer journey. You will help build our HubSpot CRM from the ground up, optimizing use of technology tools to offer elegant simplicity in the sales and support processes. This role gives you the opportunity to experience many facets of business operations, including customer-facing tasks with PreK-2 district/school leaders, such as planning and coordinating the delivery of contracts and services, and troubleshooting tech problems. You will support a range of business needs such as implementing marketing and webinar campaigns, preparing pipeline and data reports, and designing systems for support tickets, and feedback strategies. You will bring learnings back to the EarlyBird team to continuously improve product and delivery.

Location and Experience with Diverse Populations and Geographies

EarlyBird is headquartered in the Boston, MA area. Candidates who have experience working with the diverse communities and geographies of the students and schools we serve are especially encouraged to apply. We are committed to diversity, equity and inclusion in our EarlyBird culture and practices.

Essential Duties and Responsibilities

Work collaboratively with Director of Partnership and Operations to develop and implement customer success, sales and marketing systems to meet retention and expansion goals and deliver delighted customers.

Function as the primary HubSpot administrator, maintaining a curated system database and making strategic recommendations about what to automate and what to retain as manual systems.

Understand all facets of EarlyBird delivery and proactively provide technical and operational support and improvements, anticipating problems before they happen.

Lead the testing and implementation of new features and solicit and synthesize feedback to inform product refinement and customer service systems.

Maintain an upbeat, enthusiastic attitude and outgoing personality that inspires our clients and fuels our team to achieve high client satisfaction ratings.

Function in either a remote environment or office environment with possibility of travel up to 10%+, while maintaining a high productivity level.

Qualities of the Successful Candidate

Bachelor's degree

3 years of customer support, project management, CRM, technical support, engineering or other related experience; prior experience in educational technology sector a bonus

Experience with HubSpot or other Customer Relationship Management (CRM) system, basic understanding of CRM architecture, and appreciation for the importance and value in documenting and tracking activity

Demonstrated experience serving others and developing collegial relationships; excellent written and spoken communication and listening skills

High energy, goal-orientation, and flexibility, ready to go the extra mile to achieve success

Demonstrated ability to quickly learn new technologies and apply solutions

Passion for the work, curiosity and interest in working with school leaders

Ability to work independently with minimal guidance, and collaborate across the EarlyBird team

Attention to detail and strong data analysis and problem-solving skills

Benefits

Critical early member of startup team

Opportunity to shape the product and delivery that will transform children’s lives

Competitive compensation

Fun & flexible team

Excellent health benefits

Unlimited vacation and flexible work hours

For more information or to express interest in the role, please send an email with Customer Success and Sales Support Manager in the subject line, and a PDF of your resume attached, to jobs@earlybirdeducation.com.

Apply for this job

Apply for this job

Role

Customer Implementation / Customer Success

Experience Level

Mid Level

EarlyBird Education

EarlyBird is technology platform, developed and scientifically validated at Boston Children's Hospital, that helps educators identify children at risk for reading difficulties, like dyslexia, before they formally learn to read and in the window when intervention is most effective.
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