Associate Director, Customer Success Manager

A pioneer in K-12 education since 2000, Amplify is leading the way in next-generation curriculum and assessment. Our core and supplemental programs in ELA, math, and science engage all students in rigorous learning and inspire them to think deeply, creatively, and for themselves. Our formative assessment products help teachers identify the targeted instruction students need to build a strong foundation in early reading and math. All of our programs provide educators with powerful tools that help them understand and respond to the needs of every student. Today, Amplify serves more than 10 million students in all 50 states. For more information, visit amplify.com.
We are seeking an Associate Director, Customer Success Manager who will oversee a team of Customer Success Managers (CSMs) who act as the primary point of contact for Amplify's largest and most strategic accounts following the sale. The Associate Director, Customer Success Manager will guide and train CSMs to ensure that excellent customer service is being delivered to customers, as well as represent the goals within the organization. They will track and monitor performance metrics for their CSM reports and provide interventional support as needed. Additionally, they will partner with strategic accounts to achieve their student performance goals and in the process drive customer retention and growth. This role will work closely and collaboratively with the Customer Success Specialist team to manage client relationships.
Amplify requires all staff to provide proof of COVID vaccination for in-person meetings unless an approved exemption is provided.
Responsibilities:

• Directly manage a team of regionalized Customer Success Managers, ensuring consistent performance across the team, monitoring performance against customer SLAs, and providing guidance as needed
• Develop account assignments for Customer Success Managers within region, partnering with the RVP, Customer Success and RVP, Sales within region to ensure alignment that reflects a Customer Success Manager's prior experience
• Provide regular training and coaching for all Customer Success Managers, including onboarding of new team members
• Partner with the VP, Customer Success Manager Strategy & Operations to ensure alignment with national role strategy and adequate account coverage given ongoing regional growth
• Support Customer Success Managers in account situations where they need assistance with identifying and/or executing the appropriate actions to deliver an excellent customer experience, attending customer meetings as necessary

Basic Qualifications:

• BA/BS degree or equivalent experience
• Experience managing accounts in a fast-paced environment
• Demonstrated experience managing teams; ability to interact with and build relations with senior leadership
• Ability to communicate to diverse audiences and communities through professional verbal, written, and presentation skills
• Resourcefulness and independent problem-solving ability
• Some travel required (once travel restrictions are lifted)
• Bachelor's Degree or related work experience

Preferred Qualifications:

• Experience in the field of education, school / district leadership, educational publishing / technology
• Salesforce and Google Suite experience

We celebrate diversity and are committed to creating an inclusive environment for all employees. To that end, we seek to recruit, develop and retain the most talented people from a diverse candidate pool.
Amplify is an Equal Opportunity Employer of Minorities, Females, Protected Veterans and Individuals with Disabilities.
This position may be funded, in whole or in part, through American Recovery & Reinvestment Act funds.
Amplify Education, Inc. is an E-Verify participant.