Director, Customer Success Design

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.
The Director, Customer Success Design is a leadership role within Amplify, reporting to the VP of Customer Success. This role is responsible for interpreting the voice of the customer and designing the customer journey to ensure Amplify provides an outstanding customer experience to our districts. The person in this role will also provide high-level technical and architectural support, work to resolve any points of customer dissatisfaction, manage and prioritize the execution of change requests and issue resolution, and partner with internal teams to continue to refine and improve the customer journey.
Responsibilities:

• Develop customer success processes to support customer onboarding, product adoption, customer relationship management, contract renewals, upsells, and customer advocacy
• Document and demonstrate the customer journey by developing visual journey maps that reflect the cross-functional workflows and actions of the Customer Success team
• Focus on continuing improvement to optimize customer-facing processes, improve operational efficiency, and increase customer satisfaction
• Coordinate cross-functional initiatives to build capabilities for the team (e.g., collaborating with E&L, PD, and Customer Support)
• Evaluate, define and understand escalation paths and workflows for differing types of requests and work with teams to understand and execute against these requests.
• Lead intelligence gathering, market, and competitive expertise to support the business today and drive future strategy
• Support the design and execution of all new company initiatives and their rollout to the team, including but not limited to acquisition integration, new product launches, and other strategic business initiatives.
• Lead and facilitate the planning of all-team meetings, including agenda-setting, scheduling, hosting, and presentation of key training initiatives and other pertinent information.
• Handle a high volume of requests and manage time effectively
• Process builder that uses automation and technology
• Focus on using data and analytics to measure success of programs and roles

Basic Qualifications:

• Bachelor's Degree or equivalent related work experience
• 8-10 years of education program management experience
• Strong interpersonal skills, both written and verbal, and an ability to communicate complex ideas to all levels of the business
• Experience organizing, analyzing, and eliminating obstacles using creative and adaptive approaches

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.