Manager, Integration Services (Raleigh, NC)

IXL Learning - Raleigh, North Carolina - Full time

IXL Learning, a leading edtech company with products used by 12 million students worldwide, is seeking a Manager, Integration Support to join our growing team in Raleigh, NC.

The ideal candidate will have a passion for K-12 education and experience both leading a team and assisting customers with technologies used in K-12 education (e.g. student information systems (SIS), learning management systems (LMS), or Active Directory). The perfect individual will be customer-focused, analytical, and have the ability to communicate effectively with all levels of technical and non-technical staff members regarding SIS data integration setup and ongoing support. This position requires teamwork and the ability to effectively work cross-functionally with account services, engineering, account management, product design, and technical support teams within IXL.

WHAT YOU'LL BE DOING

  • Hire, manage, train, and motivate a team of 7-10 Integration Specialists
  • Facilitate training and lead the team in the mission of delivering exceptional customer service by providing ongoing and proactive support to support SIS (Student Information System) data integration between districts and IXL Learning, specifically roster set-up
  • Work alongside Account Services managers to develop and continuously improve cross-team processes and workflows throughout the account set-up phase of the customer journey.
  • Resolve escalations, investigate, diagnose and solve customer-reported data integration problems with a high level of customer satisfaction
  • Proactively troubleshoot with customers and consult with our engineering team for solutions to technical issues related to nightly file/data uploads and integrations
  • Investigate nightly sync failures, diagnose issues using internal tools
  • Provide expert knowledge of auto rostering process and protocols, and our ability to support district Student Information Systems (SIS) and Single Sign-on (SSO) integration
  • Identify, analyze, and report product bugs and customer enhancement requests
  • Effectively work with the account services, account management, sales, and engineering teams throughout the customer onboarding process to achieve a high level of customer satisfaction
  • Provide ongoing education to sales, account management, and support teams on auto rostering and SSO integration

WHAT WE'RE LOOKING FOR

  • BA/BS degree in Computer Science or a related field
  • 2+ years experience in a people management role
  • 4+ years experience in a customer-facing technical support role
  • Hands-on technical support experience and troubleshooting skills with a lead by example management style.
  • Proven experience working with engineering and QA managers to resolve technical issues.
  • Passion for continuous improvement with the ability to analyze and enhance current processes through the implementation of best practices.
  • Detail-oriented, exceptionally organized, and possess a technical mindset
  • Excellent analytical and diagnostic skills
  • You are an effective coach and a team player, have excellent communication skills with the ability to communicate clearly with technical teams, school administrators, and teachers
  • Working knowledge or experience with technologies used in K-12 education (Student Information Systems, Learning Management Systems, and Active Directory)
  • Proficient with databases, querying, or scripting languages

Apply for this job

Apply for this job

Role

Customer Implementation / Customer Success

Experience Level

Mid Level

Share this job
Get our email newsletterSign me up
Keep up to date with our email newsletterSign me up