Customer Engagement and Programming Manager

The Role

We are looking for an experienced Customer Engagement and Programming Manager to join our growing and dynamic team. As a leader on our Professional Services team, you will play a critical role in building out GoGuardian’s ‘coaches’ program, building advocates with deep knowledge of our products who will extend the impact of our tools to the classrooms in their schools. In addition, this role will play a leadership role in planning, coordinating, and designing our Professional Services overall, especially related to our professional development and education offerings.

The role requires a strong leader capable of aligning sales and delivery goals with overall company goals while balancing short and long-term objectives. This leader will be leading programmatically, while managing success to specific Key Performance Indicators that will prove the high impact value of our coaches. It will be critical to collaborate across functions with multiple disciplines including customer support, solutions engineering, customer education, and sales.  We’re looking for a self-motivated, detail-oriented individual who is passionate about driving a positive impact for students, teachers and administrators with GoGuardian’s products and services.

What You'll Do:

Build and Scale the Coaches Program: 

• The Coaches program is an elite group of educators who have been trained in the best practices of the Pear Deck Learning and GoGuardian suite of solutions committed to driving positive outcomes for students and schools. 
• Facilitate training that goes beyond basic features and functionality, and dives deep into advanced settings and tools, practical use case studies, and instructional strategies backed by learning science.  Ultimately, this leader is training the trainers.
• Be a Brand Ambassador, representing the company at industry events, regional conferences, and high-tier partnerships, acting as a brand evangelist to enhance brand visibility and foster industry relationships.
• Actively recruit new teachers and administrators into the program to extend GoGuardian’s reach and impact within their district/s, building a strong community with high engagement, strong advocational skills for our products and services and deep product expertise.
• Drive customer satisfaction and loyalty through exceptional high-touch service with consistent processes that foster seamless communication across customer success managers, customer education leaders, sales teams and customers.
• Track real-time project performance, analyze key metrics, and monitor metrics dashboards for customers and internal stakeholders through dedicated goal tracking for the coaches program

Leadership of Professional Services:

• Valuable leader on the Professional Services Leadership team, ensuring consistent, scalable delivery across a variety of high impact professional services for educators.
• Build and maintain strong relationships with key stakeholders, including senior leaders, project managers, workflow owners, and creators. Serve as the primary program manager for project-related activities related to professional services.
• Work closely with the Sales and Professional Services team to ensure seamless handoffs, desired impact and continued client satisfaction post-implementation of new product purchases.
• Lead and manage multiple enterprise-level projects from initiation through delivery, ensuring they are completed on time, within scope, and with customer satisfaction.

Who You Are

• Experienced ambassador for learners with a deep concern for student outcomes driven by 10+ years experience in K-12 education and by using Ed Tech products.
• Cross functional collaborator with experience collaborating with many customer-obsessed teams, like Marketing, Customer support, sales and professional services teams to drive customer-focused outcomes and benefits.
• Loves to build and scale experiences - you have helped previous organizations grow in fast-moving environments and rely on rapid iteration and experimentation.
• Thinks analytically and cares about results – Strong analytical skills with the ability to interpret data, analyze trends, and implement strategic solutions based on data.
• Community Builder - you care about building strong communities of individuals with a common mission to build better outcomes for students through innovative technology.
• Experience building strong teams, combining an outcome & performance mindset and a customer-first approach. 
• Team-oriented collaborator and personable; strong ability to inspire direct and cross functional teams.
• Previous B2B or B2B SaaS and enterprise software experience and Edtech experience is a plus.
• Eager to take initiative in a fast-paced, ever-changing, dynamic environment and field by the opportunity to impact the education landscape across K-12 schools..
• Something else? Tell us! We want to learn more about you…