A pioneer in K-12 education since 2000, Amplify is leading the way in next-generation curriculum and assessment. Our captivating core and supplemental programs in ELA, math, and science engage all students in rigorous learning and inspire them to think deeply, creatively, and for themselves. Our formative assessment products turn data into practical instructional support to help students at every skill level build a strong foundation in early reading and math. Our programs provide teachers with powerful tools that help them understand and respond to the needs of all their students. Today, Amplify serves over eleven million students in all 50 states.
The Director, Customer Success Strategy & Operations is a leadership role within Amplify, reporting to the VP of Customer Success Strategy & Operations. This role helps set the strategy and defines the operational goals for the Customer Success team. The Director will be responsible for building and managing teams of talented Customer Success managers and specialists, who are responsible for account success and retention for our accounts and supporting successful back-to-school implementations across all accounts. The Director will work in conjunction with Customer Success senior leadership to ensure a strong, collaborative and customer-focused culture is in place that helps us provide a superior customer experience through every account onboarding and implementation.
Responsibilities:

• Support the execution of strategic design and operations for the Customer Success team, designing and implementing business strategies and processes that drive account success and retention
• Define roles & responsibilities, develop processes, and set service-level agreements for the Customer Success function
• Coordinate cross-functional initiatives to build capabilities for the Customer Success team (e.g., collaborating with business systems team)
• Establish and measure annual and quarterly team and individual objectives, goals and results
• Track and measure CSS performance metrics to ensure delivery on customer experience
• Coordinate with Regional Customer Success leadership to ensure consistent standard of performance and responsibilities across regions; provide strategic support to regions as needed
• Manage and build capabilities of team members and career progression of Customer Success team; own and drive department-wide training, policies, and procedures

Basic Qualifications:

• Bachelor's Degree or equivalent related work experience
• 5+ years of experience in Account Management, Customer Success, or related fields with increasing responsibility and strong track record of business strategy expertise
• 3+ years of experience leading a team
• Experience working cross-functionally to execute on strategic goals
• Proven ability to influence and advise senior stakeholders, coupled with the ability to bring people together on teams and collaborate on projects
• Exceptional written and oral communication and presentation skills

Preferred Qualifications:

• Experience in the field of education, school / district leadership, educational publishing / technology
• Salesforce and Google Suite experience required

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran.
We celebrate diversity and are committed to creating an inclusive environment for all employees. To that end, we seek to recruit, develop and retain the most talented people from a diverse candidate pool.
Amplify is an Equal Opportunity Employer of Minorities, Females, Protected Veterans and Individuals with Disabilities.
This position may be funded, in whole or in part, through American Recovery & Reinvestment Act funds.
Amplify Education, Inc. is an E-Verify participant.