Senior Manager, Customer Support

IXL Learning - Raleigh, North Carolina - Full time

IXL Learning, a leading edtech company with software products used by 13 million students worldwide is seeking an experienced Senior Manager to join our growing Customer Services team. In this role, you will use your communication and technical skills to lead a team who onboards new customers to IXL and works to maintain student and teacher accounts/rosters within our large school and district-wide accounts. You will work closely with our account managers and outside sales managers to ensure Account Services provides excellent initial implementation support, and ongoing rostering support throughout the customer lifecycle.

The ideal candidate has experience working with technology, supporting customers, and managing teams in order to deliver exceptional customer experiences with IXL products and services.

This is a full time position in our Raleigh, NC office with a hybrid work schedule.

What You’ll Be Doing

  • Lead and scale a world-class Account Services team that provides timely and knowledgeable assistance on account setup, rostering and IXL integrations
  • Hire, manage and motivate 4-5 managers and 30+ employees in the mission of delivering exceptional customer service
  • Innovate and develop new processes that allow IXL to achieve high levels of customer loyalty
  • Troubleshoot and problem solve customer issues and concerns, consulting with product and engineering teams to find solutions to technical issues
  • Drive continuous growth in the services’ team through coaching, development goals, performance management and training
  • Develop, implement, and maintain operational metrics and service level metrics via customer support tools to meet organization needs and facilitate growth
  • Provide ongoing education to sales, account management, and support teams on IXL integrations and new Account Services’ processes.
  • Gather and share customer feedback internally to drive product development, service improvements and customer satisfaction
  • Collaborate with the customer teams, sales, engineering, and product design teams on continued initiatives to develop and improve IXL’s products and services

What We’re Looking For

  • BA/BS degree
  • 8+ years of experience managing managers for customer support or technical support teams with a lead by example management style
  • Hands on technical support experience, strong troubleshooting, and problem solving skills required
  • Ability to effectively work with cross functionally to align strategies, remove roadblocks, and develop efficiencies, with Product, Engineering, Customer Support teams
  • Customer-centric attitude and the passion to enhance the customer experience
  • Ability to prioritize and multi-task in a fast-paced environment
  • Passionate about education; experience in K-12 is a plus
  • Excellent analytical and problem solving skills
  • Excellent written and oral communication skills

#li-hybrid

At IXL, we value diversity in age, race, ethnicity, gender, sexual orientation, physical and mental ability, political and religious beliefs, and life experience, and we are proud to promote a work environment where everyone, from any background, can do their best work. IXL Learning is an Equal Opportunity Employer.

ABOUT IXL LEARNING

IXL Learning is a leading educational technology company on a big mission: creating innovative learning experiences that help all learners reach their full potential. IXL's comprehensive curriculum and insightful analytics help more than 850,000 teachers deliver personalized instruction, and empower over 13 million students to achieve new learning milestones every day.

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Role

Customer Implementation / Customer Success

Experience Level

Senior Level

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