Customer Experience Manager–Education (Remote)

Hypothesis, Inc.; United States; Remote; USD 80,000 - 100,000; Full time

Job description

Customer Experience Manager–Education (Remote)

Location: Remote with preference given to candidates between UTC+2 and UTC-8

Summary

Hypothesis is seeking a Customer Experience Manager–Education to join our growing Education and CX team. You’ll help us address the rapidly expanding demand from academic institutions, departments, faculty and students for our digital annotation tool that facilitates close reading and deep discussion in online learning environments. This key customer-facing role is responsible for managing the full complement of day-to-day activities that support our partners, interacting heavily with both technical support and sales to ensure that our users have a seamless experience, and are delighted by their use of Hypothesis products.

To be successful in this position, the individual must be a technologist and an educator with both a deep passion for and knowledge of teaching and learning and a strong belief in the role technology can play in supporting the goals of students, instructors, and institutions. While an understanding of customer success practices is important, the ability to build relationships with users and partners of Hypothesis is critical. You will be the face of the company to most of our customers.

About the team

Hypothesis is a small edtech start-up company with financial backing that is ramping up to respond to high demand from stakeholders across the education marketplace. We work with educators, schools, and publishers to bring new, innovative capabilities and workflows over digital content.

We are a diverse, supportive, highly collaborative, 100% remote team of technologists, educators, and entrepreneurs working together to bring new capabilities to the web. We code in the open ( our repos are public and liberally licensed) and help drive standards for annotation . Though we operate remotely, we are a close-knit team that communicates via Slack, video chat, GitHub, and Google Docs across 8 time zones.

About the role

As a Customer Experience Manager–Education, you will collaborate with Account Managers to ensure that partner schools and end users are maximizing the pedagogical value of using Hypothesis. You’ll be responsible for training instructors and instructional support teams, either in group or 1:1 settings. You’ll help them use the tool confidently and encourage them to envision a wide variety of strategies for Hypothesis use in their courses. Your organizational and communication skills, passion for education, and product implementation knowledge will be critical in igniting and deepening our customers’ enthusiasm for Hypothesis both as a tool and as a company.

You will work closely with other members of the education and sales teams to support individuals and institutions using Hypothesis technologies, maintaining the subscription cycle for current customers and expanding these accounts, while contributing to the company’s overall business processes and objectives.

Responsibilities include, but are not limited to:

• Customer Portfolio Management: Collaborate with Account Managers to manage a portfolio of key accounts, ensuring high levels of customer satisfaction and engagement. Responsible for education and training of instructor support and end users and driving adoption with a focus on NPS and expansion.
• 1:1 Customer Training and Support: Support instructors 1:1, providing both technical and pedagogical assistance to ensure Hypothesis implementation helps meet instructor learning goals. Maintain a working knowledge of instructor use cases of Hypothesis across various disciplines and course modalities.
• Content Creation and Training: Contribute to the creation of pedagogical content, including partner workshops and training materials. Facilitate synchronous and asynchronous training sessions that promote effective use of Hypothesis products in educational settings. Understand how contemporary pedagogical philosophies and practices can be connected to Hypothesis implementation in order to demonstrate value to users.
• Data Analysis and Customer Insights: Collaborate with Account Manager to analyze customer usage data to inform strategies and improve customer engagement. Leverage data and share best practices to empower customers to achieve their goals.
• Cross-departmental collaboration: Communicating with sales, support, and marketing teams to generally improve the customer experience. Troubleshooting and identifying solutions to issues raised by partners, escalating to our support and product teams as necessary.

The ideal candidate will primarily support partner institutions in the Central, Mountain, and Pacific time zones and must be able to accommodate working hours within these regions, with a strong preference for those located in the Mountain time zone.

This role reports to the Education and CX Lead.

About you

You understand that education technology must be grounded in the lived experience of students and teachers. Though you are technically adept and deeply comfortable navigating and existing in a digital world, you also possess a keen understanding of how other human beings connect with technology. You take great satisfaction in working closely with customers to identify their challenges and goals, co-create solutions, and ensure mutual success.

Skills and experience you possess:

• At least 3-5 years of previous experience in higher education, whether at an educational institution, or ed-tech company
• Previous experience in a customer-facing role, such as support, success, professional development
• Previous experience in instructional development or faculty support, with a strong understanding of pedagogical practices and theories applicable to digital education.
• Familiarity with Learning Management Systems (LMS) and other ed-tech platforms and tools
• Ability to analyze and interpret data to effectively communicate insights and create compelling narratives for our customers.
• Advanced degree preferred

You will be successful at Hypothesis if you:

• Are passionate about education and learning
• Are self-directed and highly motivated
• Are committed to excellence and improvement
• Are approachable and collaborative and excel at building relationships
• Have previous remote work experience
• Have strong problem-solving skills
• Can communicate clearly and effectively with colleagues and customers

How to apply

To apply for this position, please send your resume and a cover letter telling us why you’re a great fit for this role and what about working at Hypothesis appeals to you to [e-mail] .

Hypothesis is proud to be an equal opportunity employer. We value diversity and do not discriminate on the basis of race, religion, color, national origin, citizenship, gender identity or expression, sexual orientation, age, marital or family status, veteran status, or disability. If you have a disability or special need that requires accommodation, please let us know.