Manager Of Customer Experience (31990) Full Time | Remote - Your City & State, PA (Remote) Chevron_right

Manager of Customer Experience Job Details Job Location Remote - Your City & State, PA Remote Type Fully Remote Position Type Full Time Education Level 4 Year Degree Salary Range $95,000.00 - $105,000.00 Salary/year Job Shift Any Job Category Customer Success

Manager of Customer Experience

**WHAT WE SEEK**

Our Customer Success team is seeking a Manager of Customer Experience to play a key role in enhancing our customer journey. We are looking for a passionate individual with great attention to detail to drive the vision and strategyfor overall customer experience.

As a member of the Customer Success team, the Manager of Customer Experience reports to the VP of Customer Success and works closely with other leaders across the organization to ensure decisions are made with both the customer journey and company roadmap in mind. You will be charged with being the biggest advocate for our customer internally as you identify friction points in the experience, recommend improvements to both process and technology, and bring positive change to life through implementation and execution.

**WHAT YOUR DAY WILL LOOK LIKE**

* Design, implement and monitor a scalable, customer experience model for all customers to promote a successful and delightful implementation of all Carnegie Learning products and services

* Identify and regularly analyze key customer metrics to inform product and process improvements and development

* Identify and communicate trends to help the business seize opportunities to improve outcomes

* Play a significant role reporting up to the Executive team on customer insights, product usage data, and trends

* Maintain strong relationships with other departments, with particular focus on product, sales, professional learning and customer service to ensure smooth customer experiences; engrain Customer Experience deeply with the rest of the business

* Perform other related duties and special projects as required

* This position requires up to 20% travel

**WHAT SHOULD BE IN YOUR BACKPACK**

* Bachelors degree in Education or related field

* Masters degree in Education Administration or related field (preferred)

* Five (5) or more years of experience in a Customer Success or Customer Experience role

* Experience with implementing a CRM platform to monitor customer health metrics and drive decisions

* Metric-oriented approach to strategy and improvements with demonstrated experience in designing, measuring, and driving continuous improvements in the customer experience journey

* High attention to detail, solution-oriented mindset, and ability to advocate for our customer

* Excellent interpersonal skills, ability to communicate professionally, persuasively, and confidently over phone, e-mail and in-person

* Desire to proactively help and serve internal and external customers of all levels

* Strong technical skills, including up-to-date on industry trends and awareness of different technologies related to the customer experience

**WHAT GIVES US PURPOSE**

Carnegie Learning is a leading provider of K-12 education technology, curriculum, and professional learning solutions. With the highest quality, research-based offerings for K-12 math, ELA, world languages, and more, Carnegie Learning is changing the way we think about learning and creating powerful results for teachers and students alike. At Carnegie Learning we strive to create an environment where people want to work - one where the larger team comes first, where trying new things (and sometimes failing) is encouraged, and where we pursue our mission relentlessly.

**WHAT WE PROVIDE**

* Named a Pittsburgh Top Workplace four years in a row

* Medical, dental, and vision benefits

* Virtual health services

* Basic life and disability insurance offered at no cost

* HSA, FSA, DCSA, and Commuter saving accounts

* 401k with company match

* Employee assistance program

* Pet and Legal services insurance

* Generous paid time off and holidays

* Variable compensation opportunities

* Business casual work environment

* Mission-driven culture

* Flexible working hours, leveraging remote capabilities

**WHAT WE BELIEVE**

We respect and celebrate the unique attributes, characteristics, and perspectives that make each person who they are. We also believe that bringing diverse individuals together allows us to collectively and more effectively address the issues that face our business and industry. Carnegie Learning is an Equal Opportunity Employer.

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