Job Details

Company Description

YouScience® is the leading technology provider dedicated to solving the skills gap crisis for students and employers. Its end-to-end platform, YouScience® Brightpath, connects education with career applications designed to help students unlock their potential for future pathways. YouScience leverages proven research, artificial intelligence, and industry input to help individuals identify their natural talents, validate their skills and knowledge, and get matched with real-world educational and career pathways in high-demand occupations. YouScience is the preferred choice of individuals, parents, educators, and counselors to guide and support educational and career pathways, currently serving more than 13,400 educational institutions, 5,000 employers, and 4.1 million unique customers.

Job Description

As the dedicated YouScience Customer Success Manager for our state contract with Georgia, you will support our GA clients throughout their customer journey by delivering value and focusing on customer adoption. You will represent the voice of the customer and work closely with Sales, Support, Product, L&D, and Marketing to ensure your clients' needs are met. You will advise clients on how to get the most value from our products according to their unique requirements and identify unmet needs that present opportunities for additional resources and engagement.

This position reports to the Vice President of Customer Success.

This position is remote. Time zone preference is EST or CST because this position will be working EST hours. Some travel to Georgia for conferences and on-site training is required (<15%).

Responsibilities

• Own the customer relationship in GA and understand the state contract in detail. Get to know the customer situation and challenges inside and out. Ensure Georgia educators, admins, counselors, CTE directors, and students are getting value from the YouScience platform and that they are delighted with our service.
• Stay present and up-to-date on contract changes and communication with GADOE and TCSG (Technical College System of Georgia) teams
• Understanding of the technical aspects of our data integrations with GADOE and TCSG and comfortability speaking to them with customers
• Collaborate weekly with YS, GADOE, and TCSG product teams to ensure technical challenges are overcome and goals are met.
• Solve customer issues in coordination with other YouScience teams (Support and Product), taking ownership of the issue until the situation is resolved.
• Demonstrate mastery of our product suite and understanding of the education environment in guiding clients to get the maximum benefit from using our product suite.
• Based on state needs, conduct webinars and dedicated virtual trainings to cover all aspects of YouScience delivery and district/school launch.
• Advise customers on planning their YouScience implementation and how to use their YouScience data, integrating it into their school year in a manner that ensures they achieve their specific goal(s).
• Conduct customer check-in calls and large district QBRs for high level customers to review usage, goals, and strategy.
• Strategize frequently with GA state leadership to develop and refine new initiatives across the state to increase adoption and engagement. Can include but are not limited to: specialized resources, customized training opportunities, monthly or quarterly sessions with district leaders, improved internal processes for tracking utilization and adoption, etc.
• Use data and processes across different internal tools to monitor client progress throughout the year, delivering timely guidance and intervention at the district and school level to ensure successful outcomes. Document interventions and outreach in CRM.
• Identify opportunities to expand customer usage of YouScience products and services by paying attention to unmet needs.
• Deliver on key company metrics, including but not limited to utilization, adoption, and NPS.

Qualifications

• 5+ years in a customer facing role (or equivalent)
• Outstanding communication, presentation, and problem-solving skills (live and online)
• Experience working in a CRM
• Prefer working as part of an integrated, cooperative team
• Proven record of juggling multiple responsibilities
• Incorporated technology as a routine, integral part of your life
• Thrive in a dynamic, fast-paced environment
• Highly organized with strong attention to detail
• Self-directed, able to work independently

Extra Credit

• Bachelor's degree
• 2+ years working in education or education services
• Experience with educators or in EdTech a plus
• Salesforce knowledge

Additional Information

Benefits & Culture

• Mission-driven, collaborative culture rooted in our values.
• Impact the lives of millions of students.
• Flexibility to work remotely.
• Ongoing learning and career development support.
• Medical, dental, vision benefits + 401(k).
• 15 PTO days
• 20+ paid holidays (including first week of July and winter break).
• Partial internet and cell reimbursement.
• Paid parental leave and community service opportunities.

Company Values

• We empower others
• We perform as a cohesive championship team
• We are all leaders
• We never stop growing
• We make a positive impact
• We show respect in word and in deed
• We remember that life is bigger than our work

YouScience is an Equal Employment Opportunity (EEO) employer and welcomes all qualified applicants. Applicants will receive fair and impartial consideration without regard to race, sex, sexual orientation, gender identity, color, religion, national origin, age, disability, veteran status, or another legally protected status