Technical Customer Success Associate

Schoolzilla - New York or Remote - Full time

The Schoolzilla Mission: Empower People to Use Data to Increase Student Success

Teachers and school leaders need lots of data to make good decisions for their students, but most of them can’t get that data in any kind of useful, actionable format. Schoolzilla's team of developers, data visualizers, seasoned educators and K-12 experts have done just that: we've made data easy to find, analyze, and act on for school districts everywhere. We've already helped thousands of schools make better, faster decisions with our platform.

We are a Public Benefit Corporation, which means our bylaws include our social mission to enable people to use data to improve education for students, especially students from underserved communities. Every day, we live our values of Mission Driven, Better Together, Teammates Matter, Equity At The Center, and Intellectual Humilarity.

How You Can Help

Do you love analyzing data and finding insights? Are you fascinated by the challenge of translating a person’s expressed needs into viable and practical solutions? Are you looking to broaden your impact to help others use data to drive action that increases student success? We have the role for you!

The Impact Team provides high-quality support, training, and thought-partnership to our school district partners (customers) to ensure they are able to leverage our product to catalyze conversations and take action from data. You will be an integral member of the team, focused on onboarding, training, and supporting our more technical customers and building systems to help the team operate more efficiently.

You will thrive on the energy of a fast-paced startup environment, surrounded by talented, fun doers who are driven to deliver results for the students and educators we serve. You’ll have the flexibility to work remotely, based on East Coast or Midwest, and report to our Director of Impact.

Key Responsibilities:

Customer Management

- Build strong working relationships and trust with school partners, especially district data leaders (“Data Champions”), in order to drive customer success and retention.

- Work collaboratively with school partners to understand their needs and connect them with appropriate Mosaic features, and, where necessary, custom services. 

- Diagnose customer needs, establish project goals, and adjust plans as needed in response to data in order to ensure successful adoption and renewal.

Report Creation and Support

- Create Tableau and/or PowerBI reports that meet district needs.

- Create reports to identify insights and trends to help the Impact Team manage customers more efficiently and effectively.

Training and Resources

- Onboard and train Data Champions about the product so they are empowered with the knowledge and resources to best leverage Schoolzilla through online and in-person sessions.

- Create trainings and resources to enable Data Champions to support their end-users.

Customer Support

- Troubleshoot and resolve incoming support requests from variety of school district users so they can continue to successfully use Schoolzilla, or escalate to Engineering if needed.

- Read and write simple SQL queries and use Tableau to investigate issues.

Some travel may be required.

A Successful Zilla in this Role Would Be:

- Data savvy -- Loves analyzing and using data to make decisions. Likely have been a data champion (analyst) in a past role. Tableau is a favorite tool.

- Empathetic -- Is friendly and can build meaningful, trust-based relationships quickly. Understands the context of data and accountability leaders in K12 school systems.

- Clear communicator -- Clearly communicates by phone, email, in-person and has the confidence to work with a variety of stakeholders. Able to break down complex, technical information into digestible pieces.

- Organized -- Systematically tracks, completes, and follows up on tasks. Balances short-term and long-term responsibilities effectively. 

- A Lifelong Learner -- Loves learning new things. Curious, asks good questions. Solicits feedback from others, accepts it with grace, and acts on it. 

- Mission-driven -- Feels a deep sense of ownership for their work, and a relentless desire to deliver better results. Cares about schools, teachers, and kids. A lot. 

- Fun -- Fun to work with, likes to laugh, and flexible.

Schoolzilla is an equal opportunity employer. We are committed to a workplace that reflects the community we serve. We especially encourage women, people of color, and others who are underrepresented in the tech industry to apply. Candidates must be legally eligible to work in the United States.

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Customer Implementation / Customer Success

Experience Level

Mid Level

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