Manager of Customer Success Engineering

Lexia Learning - Remote - Full time

We are Lexia Learning, a Cambium Learning® Group company.

Lexia Learning, a Cambium Learning® Group company, is the structured literacy expert. For over 35 years, the company has focused solely on literacy, and today, provides a full spectrum of solutions for both students and teachers. With robust offerings for differentiated instruction, personalized learning, assessment, and professional learning, Lexia helps more learners read, write, and speak with confidence.

Job Overview:

Lexia’s Customer Success team is seeking an experienced Manager of Customer Success Engineering that provides the highest level of technical expertise to our largest and most strategic customers. The Manager is technically competent, business oriented and highly customer centric. Customer Success Engineers serve as the trusted technical advisor, leads customers to solutions, and are responsible for leading the technical/data integration activities between our most strategic customers. The manager will be responsible for developing and setting KPIs, as well as managing, coaching and training the team to assure the team adheres to quality standards.

Location: Remote

Job Responsibilities:

  • Manage a Team of Customer Success professionals with a focus on Technical Account Management for our largest and most strategic customers.
  • Responsible for team goal setting and annual reviews
  • Responsible for managing, coaching and training team and assures team’s adherence to quality standards
  • Responds to direct internal and external customer requests, via phone and email, for support
  • Manages logistics such as scheduling, onboarding, and project management
  • Continually improves the customer experience by improving operations, systems, process and workflows
  • Assures knowledge transfer to new team members by partnering with development and product teams on new features and known issues.
  • Mentors, trains, and coaches team members continually providing feedback
  • Own and drive the technical relationship with our customers.
  • Creates strategic relationships with key IT and technical stakeholders within our districts.
  • Represent the customer/project needs while interfacing with Product Management, Product Development, QA, and Support teams.
  • Handles complex data integration cases
  • Manages case escalations and customer experiences
  • Participates in pre/post-sales and other planning customer meetings with the school district’s highest technical team member, curriculum team and others to describe the technical requirements of data integration in a simple and understandable way while building a trusting working relationship.
  • Collaborates with customers to gain a deep understanding of their intended outcome, processes, system environments and data infrastructure.
  • Own scheduling and facilitating technical onboarding meetings for our most strategic accounts.
  • Coordinate communications with all required stakeholders on crucial support cases and high priority issues.
  • Provides technical support to customers via phone, chat, email, video conferencing, and other channels
  • Provides roster services and data integrations support, Lexia product support, networking, hardware/software, and other technical troubleshooting
  • Thinks strategically about customer needs and partners with development team to fix defects, new feature requests, improvements for the user experience, etc.
  • Expert on all Lexia products, and latest hardware, software, and networking technologies
  • Continually improves technical knowledge and service skills
  • Continually improves company knowledge of products and services
  • Works closely with internal teams to ensure great customer experience, including tracking and reporting on technical issues for customers
  • Has direct impact in making our customers successful through increasing their product understanding

Job Requirements:

  • 3+ years managing a Team, responsible for annual reviews, technical coaching, and KPIs
  • Minimum 5+ years of experience managing customer technical relationships in a client facing role
  • Minimum 5+ years of experience working in a data integrations role in an Edtech environment.
  • Demonstrated phone, email and chat skills successfully supporting customers, particularly with technical questions.
  • Experience with Excel, SQL, and basic database concepts
  • Experience supporting Software as a Service, web browsers, networking principles, application support, hardware device support such as phone, tablet, laptop and desktops.
  • Comfortable in a fast paced and changing environment
  • Ability to quickly learn new features and particulars of software applications
  • Excellent communication skills (written and verbal)
  • Demonstrated ability to work collaboratively
  • Ability to work with customers at all levels of technical expertise and provide support accordingly
  • Must be self-directed and pro-active
  • Familiarity with case tracking and customer relationship management software (preferably Salesforce)
  • Education or EdTech experience required
  • Open to travel to customer sites and company meetings as needed.

To learn more about our organization and the exciting work we do, visit https://www.lexialearning.com/

An Equal Opportunity Employer

We are dedicated to fostering a culture that celebrates unique backgrounds, ideas, and experiences. All qualified applicants will receive consideration for employment without discrimination on the basis of race, color, religion, sex, gender, gender identity/expression, sexual orientation, national origin, protected veteran status, or disability.

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Role

Customer Implementation / Customer Success

Experience Level

Mid Level

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