Customer Success Manager

Amira is bringing AI and the science of reading together to tackle the problem of early literacy.   Amira is the first intelligent reading assistant.  The software is able to listen to K-3 students read out loud, assess mastery and deliver personalize, interactive tutoring.   Created at Carnegie Mellon and led by senior managers from Renaissance Learning, Amira is receiving recognition and acclaim as the next generation of edtech.   Amira's partners & investors include Google, Amazon, HMH and Owl. Already at work in hundreds of School Districts, Amira is consistently doubling student growth.

Amira’s Customer Success team is the tip of the spear for our mission. This critical function is responsible for working with our partners and school districts to ensure that Amira is successfully implemented and is helping children become better readers.

You will work with the rest of the Amira organization to uncover new ways to improve our product and make Amira the tool students use to practice reading. You will report to the VP of Customer Success.

To apply, submit your resume to jobs@amiralearning.com.

Customer Success Manager Duties and Responsibilities

Build Trusted Relationships

You are the face and voice of Amira. You must build strong relationships keyed to trust. You will spend a lot of time in schools and classrooms. You will communicate with a variety of users (administrators, teachers, and students) about their adoption trends and sentiment, and mine opportunities for deeper engagement. Because of your strong relationships, you identify opportunities for customers to act as Amira advocates (e.g. testimonials, case studies).

Establish and Implement Customer Support Practices

You enable successful roll-out of Amira in schools and classrooms, including sharing and developing relevant collateral, processes, and practices that optimize the customer experience. You gather feedback from customers, study other customer success programs and analyze data to identify and disseminate best practices. You establish policies and procedures that partner schools and districts can implement to drive success. You provide insights to customers to ensure that they get the most out of our software with the aim of helping grow our customer base.

Provide Technical and Product Support

You know Amira’s products inside and out. You are often called upon to provide first and second tier technical support to customers or to provide training on our products. You will build and manage solutions and systems (e.g. data management, content uploads, CRM maintenance) with a high level of accuracy and attention to detail. You marshal resources across Amira and our partner organizations to support customers’ needs. You also help districts plan and understand the best ways to utilize Amira based on the needs of an individual school.

Drive Product Improvement

Customer Success Managers are the conduits for user feedback. You must be excellent at distilling the reasons why the product is working well and why it is failing to deliver value. You then convey this information back to R&D in an actionable form, working to find the right compromises between engineering and service implementation time/cost and customer value.

Amira Customer Success Managers should possess fantastic interpersonal skills and be strong leaders. They need to be highly organized and have experience directing others. They should also be excellent communicators both orally and in writing.

Skills & Experience:

Knowledgeable about teaching reading

Strong analytical skills, with the ability to translate data into insights. Experience with Excel preferred

Highly collaborative and responsive with internal and external stakeholders

Clear and impactful communicator, including the ability to listen for understanding and customize materials for different audiences

Flexible approach, able to operate effectively with uncertainty and change

Technical aptitude and ability to learn software programs

Experience working with teachers and students, with experience as a teacher desirable

Proven track record in fostering and maintaining strong relationships, while working to mitigate churn and drive engagement and renewals

Experience working with and managing relationships with stakeholders and customers

What we offer:

• Competitive salary
• Large company-level benefits
• Meaningful stock option ownership
• The opportunity to help children around the world have a better life

      Expectations:

• Amira is a startup. There is an expectation of long hours and hard work.
• This is an execution-oriented role with a reasonable amount of routine work.
• We work as a distributed team. We expect that people will be self-starters, proactive communicators and highly motivated without the spur of going to an office.
• There will be material (~50%) travel around customer success interactions with Districts.

To apply, submit your resume to jobs@amiralearning.com.