Client Success Coach

As a Client Success Coach at Classroom Mosaic, you will own the entire client experience. Your duties will include onboarding, training, providing ongoing technical support, monitoring client usage, and securing renewals. Your primary goal will be to ensure effective implementation of the platform and to support K-12 instructional leaders in schools and districts that utilize Classroom Mosaic. We are seeking a tech-savvy educator with a proven track record in school improvement, coaching teachers, and managing relationships.

Our Ideal Candidate:

• Is passionate about education and believes every student should have access to world-class education
• Is well-versed in instructional leadership and has a comprehensive understanding of classroom pedagogy and current educational practices
• Has a strong interest and commitment to improving the teaching and learning occurring in K-12 classrooms
• Has experience developing and facilitating professional learning experiences and delivering training sessions in K-12 schools
• Can bridge the gap between theory and practical application to serve our clients better and inform product development about potentially impactful enhancements
• Can create, develop and maintain relationships with district leaders (Superintendents and Assistant Superintendents), Principals, Assistant Principals, and industry partners
• Is tech-savvy and can quickly learn new technologies and see the broader impact it could have.
• Is collaborative, detail-oriented, and committed to exceptional client service
• Can consistently adhere to processes and maintain up-to-date internal systems with client information and interactions
• Adapts quickly in a fast-paced environment

Key Responsibilities

Client Relationship Management

• Serve as the main point of contact for Classroom Mosaic within a portfolio of partner districts and schools
• Proactively connect with clients to ensure their satisfaction, gather feedback, and enhance the platform’s impact.
• Minimize client turnover, increase product adoption, and drive account growth
• Identify clients that are at risk and raise awareness of potential issues and challenges
• Work closely with Client Success team to deliver exceptional platform implementation experiences
• Cultivate client champions and assist with creating case studies
• Willingness to travel 10%-20% of the year for in-person client meetings and conferences
• Assist with sales operations activities, including check-ins, contract signings, and billing support

Account Implementation and Support

• Develop and oversee account implementation by assessing client needs and delivering product updates
• Conduct webinars, training sessions, and support calls
• Create and maintain support documentation tailored to the system and specific clients’ requirements
• Provide effective technical support to users
• Where necessary, direct client requests to the appropriate internal team to ensure exceptional customer service

Strategic Planning and Product Development

• Utilize customer feedback and requests to inform product enhancements
• Represent the client and their needs in internal discussions and planning to help direct product roadmap and improvements
• Enhance current account management processes to improve effectiveness
• Collaborate with coaching team and project team to support company initiatives

Skills & Requirements

• Experience learning complex internal systems and gaining proficiency quickly
• Strong analytical and problem-solving skills, including problem identification, analysis, action planning, and execution
• Proficiency in CRM and customer support software, as well as Google Workspace/Microsoft Office
• Experience managing complex, technical projects with a focus on timely delivery
• Ability to build relationships across multiple departments and externally with customers
• Customer-facing experience with an outstanding customer service attitude
• Excellent organizational and time-management skills, with the ability to prioritize multiple activities at once
• Self-motivated with the ability to work independently and inspire team growth
• Advanced communication skills (verbal, written, and presentation) with the ability to translate complex information into easily digestible communications, including messages and presentations
• Adaptability and flexibility in a fast-paced, high-growth environment

Education & Experience

• Bachelor’s Degree or higher (preferred)
• District level experience as an administrator, coach, coordinator, etc. (highly preferred)
• Experience in a role such as account manager, sales operations/enablement, technical project management, professional development, or customer support (preferred)

Physical Requirements

• Must be able to lift and manipulate up to 15 - 30 lbs and travel via car or plane.

Work Environment

• Office environment with conference, meeting, and break rooms.
• Occasional travel for conferences, client meetings and retreats
• Operates under direct supervision with frequent reviews of work and, at times, with minimal supervision
• This position can be based in Irmo, SC or remote. Working hours will be based on Pacific Standard Time.

Why join our team?

• We are on a mission to help all K-12 schools provide a world-class education to every student.
• You will contribute to building and implementing our platform for continuous instructional improvement, which supports highly effective teaching and helps develop high-quality instructional leaders.
• We are rapidly growing, and your work will impact tens of thousands of teachers and hundreds of thousands of students.
• We are not the typical growth-at-all-cost software company; we have an owner’s mindset and make intentional long-term decisions.
• You will join a nimble team of exceptional members and have ample opportunities for personal and professional growth.
• You will have management opportunities as the team grows.

Our Benefits

• The base salary for this role is $80,000 - $100,000
• 401(K) & 5% company match
• Healthcare, dental, and vision insurance
• Yearly profit share
• Stipends for cell phone, gym/health, books, and meals
• 3 weeks PTO 16 federal holidays & holiday extensions (6 weeks total)