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AIM Institute for Learning & Research

Head of Customer Success

Head of Customer Success

 

Company Overview:

Join our entrepreneurial team at the AIM Institute for Learning & Research, a pioneer in literacy education. We are dedicated to revolutionizing how research gets to practice in our world’s educational ecosystem. With a commitment to excellence and a passion for transforming lives through literacy, we are poised for significant expansion and are seeking a Head of Customer Success to drive our operating scale with quality and fidelity thus enabling us to change the lives of children throughout the world with unique opportunities for professional learning.

Position Overview:

We are seeking a dynamic and experienced Head of Customer Success. As the Head of Customer Success, you will be responsible for driving the processes that impact client onboarding, professional training service delivery, client satisfaction, retention, and supporting market and product expansion. You will develop and execute strategies to ensure our customers achieve their desired outcomes through AIM solutions. You will measure, track and report customer progress so they can understand their impact and identify the opportunities for improvement. You will enhance the process and tools to ensure a high-quality, fidelity-based client experience. You will lead a team of dedicated and experienced customer success professionals and work closely with cross-functional teams, specifically Research and Product Development and Growth and Impact teams to align customer success initiatives with company goals.

Key Responsibilities:

  • Provide strategic direction and leadership to the customer success team. 

  • Develop and maintain operating budgets and associated reporting.

  • Manage teams of dedicated individuals providing:

    • client onboarding and support

    • relationship management and implementation data reporting

    • facilitated training to educators as part of AIM’s professional learning offerings

  • Develop customer strategy and associated account plans that enable us to help our clients harness the knowledge of our training and deliver educational excellence.

  • Recruit and develop talent for a highly credentialed and experienced service delivery organization.

  • Build a scalable operating model for service delivery balancing efficiency and effectiveness initiatives.

  • Work in collaboration with the Growth and Impact team to drive cross sell agendas where appropriate.

  • Develop and track key KPIs associated with customer success and retention.

  • Develop customer journey maps and associated workflows and procedures to ensure outstanding customer experiences.

  • Work closely with Product Development, Marketing, and the Growth and Impact teams to identify market trends, customer needs, and product opportunities to enhance the company's product portfolio and drive long-lasting client success.

  • Maintain working knowledge of new and existing products and services.

Qualifications:

  • Strategic thinker with a results-oriented mindset and a passion for innovation and continuous improvement.

  • Proven track record of success in building and leading customer delivery organizations comprised of highly credentialed & experienced professionals.

  • ​​Ability to prioritize and manage multiple tasks in a fast-paced environment.

  • Experience running complex consulting and training practices.

  • Strong analytical skills with the ability to interpret data, draw insights, and make data-driven decisions.

  • Experience empathizing with customer concerns and having the patience to address them in a timely and courteous manner.  

  • Capability to analyze complex situations, identify issues, and propose solutions to meet customer objectives.  

  • Willingness to develop deep understanding of the product or service being offered, its features, functionalities, and how it addresses customer needs.

  • Working knowledge and experience running Smartsheet software a plus.

  • Experience servicing educational institutions, teachers and researchers a plus.

  • Experience with continuous improvement and Six Sigma a plus.

Apply by April 1, 2024

If you are a strategic thinker with a customer-centric mindset and a passion for delivering outstanding service and value, we want to hear from you! Join us on our journey to transform the educational landscape and make a meaningful impact in the world.

To apply, please submit your resume and cover letter outlining your relevant experience and why you are the ideal candidate for the Head of Customer Success at AIM Institute by April 1, 2024 to Cheryl Ferst at cferst@aimpa.org. 

We look forward to reviewing your application.