Director of Member Success

Folio Collaborative - Baltimore, Maryland or Remote - Full time

Description

Folio is seeking to add an integral position to our team, a Director of Member Success. This person will architect a vision for the member experience—grounded in connections and community building—and lead the Folio team to cross-functionally implement that vision. The Director of Member Success is responsible for the implementation of member retention programs at Folio Collaborative. They need to understand current needs and desires at every touchpoint in order to build a better experience for our members.

As our organization grows, there are opportunities for this role to expand and evolve and we are eager to find an energetic, creative, adventurous leader to join us. We are seeking a candidate who brings customer success expertise to our small team. The Director of Member Success will be ready to collaborate on strategic initiatives and big ideas and prepared to execute to improve our member experience. As an organization that works like both a tech start-up and an educational non-profit, you are the right person if you are excited by the opportunity that technology presents for managing systems and processes and passionate about helping schools support the professional growth of their teachers. This opening is for someone who can work remotely most of the time with an interest in traveling to visit our member schools and collaborate with our Folio team in person, when possible.

Responsibilities

  • Oversee Folio’s member success strategy, including design, iteration and implementation of scalable systems that ensure all Folio member schools receive the support and coaching they need in order to promote faculty growth and learning using the myFolio platform.
  • Monitor, assess, and report on the effectiveness of member success initiatives through effective utilization of data and tracking tools, including Salesforce and related platforms. Creation of these reports will and should include data such as school feedback response rate and number of school touchpoints.
  • Operate as a member of a two-person, highly collaborative team with the Director of Professional Learning, responsible for member success and professional learning for Folio’s approximately 150 member schools.
    • Serve as the account owner for half of the collaborative’s member schools, monitoring implementation of the myFolio platform, holding check-in calls over the course of the year and providing coaching support to help those schools meet their goals around their myFolio platform use and professional growth.
    • Iterate and deliver a subset of professional learning opportunities within Folio’s program, which consists of Implementation Workshops, the Summer Institute, Mastermind calls, Folio Speaker Series events, leadership workshops and online course offerings.
    • Build and maintain strong, long-lasting member relationships, problem solving when challenges arise, and ensuring the timely and successful delivery of solutions according to member schools’ needs and objectives.
  • Prepare reports on account status and maintain and update technology systems related to Folio team work, including Google Suite, Salesforce, Asana, Slack, Pendo, Zendesk, and Expensify.

Desired Qualifications

  • Bachelor’s and/or Master’s degree in Education related field preferred
  • Experience in a customer success role, ideally at an education technology company
  • Knowledge of the independent school sector
  • Interest in organizational development and leadership in organizations
  • Ability to travel around 6-8 days per month dependent on the academic calendar, currently subject to COVID-19-related conditions; FolioCollaborative is committed to keeping its employees safe and healthy
  • Ability to attend two 3-day company events (Folio Summer Institute and National Association of Independent Schools Annual Conference)
  • Strong writing and communication skills
  • Experience with project management tools including Google Suite, Salesforce, Asana, Slack, Pendo, Zendesk, and Expensify
  • A self-starter with an entrepreneurial spirit who takes initiative and ownership—previous experience in technology startup environments a plus

FolioCollaborative is committed to providing equal employment opportunities without regard to race, color, religion, sex (including pregnancy, gender identity, and sexual orientation), national or ethnic origin, age, familial or marital status, disability, or genetic information.

Benefits

  • Health Care Plan (Medical)
  • Life Insurance (Basic, Voluntary & AD&D)
  • Paid Time Off (Vacation, Sick & Public Holidays)
  • Short Term & Long Term Disability

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Role

Customer Implementation / Customer Success

Experience Level

Mid Level

Folio Collaborative

Folio Collaborative is a non-profit, growing community of over 150 independent schools. We help school leaders drive change by elevating teachers and teaching. We leverage the power of technology to engage the school community and enable educators to achieve their full potential.

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