RedShelf Program Manager, Customer Success in Chicago, Illinois
Founded in 2012 and recently named one of the nation?s fastest-growing private businesses by Inc. Magazine, RedShelf is a Chicago-based EdTech company helping to make education both more affordable and more effective through the use of digital instructional resources. Partnering with more than 400 publishers and 1,900 campuses nationwide, we provide leading-edge digital course materials and an end-to-end Content Delivery System for effortlessly distributing those materials.
The Program Manager, Customer Success is the primary operational point of accountability for Follett related to the RedShelf agreement. This role will manage the Follett program within RedShelf and from implementation to lifecycle day to day support. A key element of this role will be leading/supporting the building and development of the team and associated training and support plans, workflows and processes in order to ensure success.
Duties and Responsibilities:
Design and implement a repeatable and scalable onboarding process for Follett schools. Own and manage school onboarding including communications, integrations and training. Create and manage against KPI?s for successful school onboarding.
Work with Customer Experience team to create and document a support model for Follett schools including establishing escalation paths, ongoing knowledge transfer and ongoing training.
Design and implement a repeatable and scalable process for content delivery of all digital products to Follett schools. Create and manage against KPI?s for successful school adoptions. Manage ongoing delivery of content, oversee billing for Follett schools.
Create and own a Red Shelf Knowledge base with documentation on Follett deliverables, processes, troubleshooting, schools information and other documentation needed to successfully support the Follett account.
Own the relationship with Follett program teams to ensure customer satisfaction.
Development, staffing and day to day management of the Follett Account Manager team
Developing the Follett AM role including Job Description, responsibilities, metrics and measurements and subsequent staffing of the role (as supported by timing of the Follett/RedShelf project plan)
Create and implement a focused plan for onboarding and training of Account Management resources
Management, reporting and successful meeting of the SLAs related to first reply time (in coordination with the Customer Experience Team)
Support and coach Follett Dedicated Account Managers to meet daily/weekly/monthly goals
Create weekly reporting of critical data and milestone progress to Leadership and monthly to Follett. Design and implement plans to improve performance across KPI?s and milestones.
Coordinate with internal RedShelf teams to escalate (as necessary) for integration issues, service issues, product & development concerns/opportunities
Experience leading internal and external stakeholders to successful delivery of software solutions.
5+ years? experience in Program Management or project managing enterprise software deployments.
2-5 years? experience in people management (or combined management/lead role) with a proven ability to directly lead team & provide support and oversight.
Excellent written and verbal communication skills in both internal and customer-facing settings
Demonstrated ability to assess, report and present relevant data points to executive management and create and execute plans to enhance the client experience and grow the account.
Capable of balancing multiple priorities and deadlines while being adaptable to the changing needs of the business.
Other Desirable Skills/Experience:
7-10 years? experience in education technology / services
Proficient in Microsoft Office and/or Google Suite applications
Knowledge and appreciation of the advances in higher educational software, course materials, and digital publishing
Positive mental attitude
Ability to deal with ambiguity & present ideas, solutions for continuous improvement
Ideal candidate is self-sufficient and highly motivated, self-directed and possesses high energy and a passion for RedShelf
RedShelf prides itself on maintaining an informal but fast-moving, hard-working, entrepreneurial culture. Our team members are smart, innovative, and passionate about improving education through digital technology.
We offer the best of both worlds: the energy and opportunity of a rapidly-growing organization, coupled with the stability of an extensive client base, strong financial backing, and proven track record of success. In addition to a forward-thinking environment with ample opportunity for professional and personal growth, our team members enjoy competitive compensation and benefit packages.
RedShelf is an Equal Opportunity Employer. Women, people of color, individuals with a disability, veterans, and others who would enrich the diversity of RedShelf are encouraged to apply.