About The Princeton Review:The Princeton Review/Tutor.com is a leading tutoring, test prep, and college admission services company. Every year, it helps millions of college- and graduate schoolbound students achieve their education and career goals through online and in-person courses delivered by a network of more than 4,000 teachers and tutors, online resources, and its more than 150 print and digital books published by Penguin Random House. The companys Tutor.com brand is one of the largest online tutoring services in the U.S. It comprises a community of thousands of tutors who have delivered more than 22 million one-to-one tutoring sessions. The Princeton Review is headquartered in New York, NY. Follow the company on LinkedIn, YouTube and Instagram.
Overview:
Interested in working with educational partners across the country to support students in achieving their academic goals? Join The Princeton Reviews Institutional team! Within the organization, the Institutional team is focused on providing the highest quality tutoring and test preparation products and services to learners of all backgrounds through direct partnership with schools and districts, colleges and universities, employers, public libraries and more. We are proud to partner with thousands of institutions in providing educational services to learners in their communities and supporting their missions of promoting opportunity and equity through access.
We are looking for exceptional candidates passionate about customer success and educational technology to support our institutional partnerships primarily in the K12 market. The Customer Success Managers primary focus will be working with assigned K12 schools and districts to deploy and support our online tutoring (powered by Tutor.com) and test prep products. The CSM will be part of a collaborative team committed to developing proactive, highly effective relationships with our partner institutions and delivering outstanding service that guarantees student engagement and customer satisfaction and retention. This is a remote home office role, but candidates must reside in the following states: CA, OR, WA, NV, TX, AZ, UT, IL, MO, NJ, NY, NH, CT, MA, PA, VA, MD, DC, NC, SC
Duties and Responsibilities:
Deliver exceptional customer support and project management through various phases of our partnerships including new customer implementations, trainings, development of reports, monitoring student engagement with products, providing recommendations for student adoption, proactive outreach with institutional contacts and leaders, problem resolution and ongoing account management.
Consult with district partners on how best to promote online tutoring and test prep services for eligible students and develop best practices for spreading awareness about programs within their educational community.
Training clients to utilize administrative dashboards and reporting services in order to effectively manage their programs.
Ensure timely and knowledgeable responses to ongoing customer inquiries.
Cultivate and maintain consistent relationships with primary program contacts and other key stakeholders within school district environments.
Foster account retention and growth, including management of client renewals and supporting opportunities for purchasing additional products and services.
Develop strategies to help clients manage their programs effectively and achieve their goals.
Analyze client usage reports to identify trends and track client health and performance.
Prepare customized reports and analysis to help clients understand the value and impact of their service on their institutional initiatives.
Coordinate with our Implementation and Operations team members to customize each clients services to specifications and update as needed throughout the partnership.
Work with customer success, training and marketing teams to develop ongoing trainings, communications and promotional tools.
Work closely with sales, marketing, product and tutor management teams to ensure total satisfaction for the institutions and students we serve and find new opportunities for partner engagement with our organization.
Coordinate with customer operations team members to manage course staffing and scheduling, program costs, and materials fulfillment.
Collaborate with other customer success team members to develop new strategies for deepening customer satisfaction, retention and loyalty across assigned markets.
Provide resources, mentorship and best practices to customer success and sales colleagues.
Work with customer success leadership team, sales and marketing to build customer experience strategy and resources, as well as ensure execution of the strategic plan across your assigned market and territory.
Travel throughout U.S. will be necessary for on-site meetings, in person presentations with teachers, administrators, parents and students and conferences (approx. 20% in a typical year).
Qualifications:
Bachelors Degree and 3-5+ years work experience in Customer Success, Client Services, Account Management or similar education experience. K12 experience and background preferred.
Eagerness to own customer accounts and become an advocate for their needs.
Implementation and project management experience a plus.
Must have strong presentation and training skills.
Candidates who speak multiple languages, including Spanish, preferred.
Proven ability to independently manage and develop ongoing customer relationships.
Excellent communication skills, including strong written, verbal and presentation skills a must.
Creative, collaborative thinker with an ability to learn new things, assess problems and identify proactive solutions quickly.
Computer proficiency including Microsoft Office, CRMs (SalesForce) and understanding of internet services. Preference given to candidates with above average Excel skills.
Independent with high energy/positive attitude.
Ability to interact effectively with peers, including internal operations and remote employees, in a team-oriented environment.
Experience working with educational technology solutions is a plus.
Preference will be given to applicants with prior experience in working in K-12; or working for a vendor that support schools and districts.
The Company also provides eligible employees with a variety of benefit programs, generally including health, dental, and vision insurance, flexible spending accounts, health savings accounts, 401k plan with company match, life and disability insurance programs, and a number of programs that provide for both paid and unpaid time away from work
The Princeton Review is an equal employment opportunity employer. The Princeton Reviews policy is not to discriminate against any applicant or employee based on race, color, religion, national origin, gender, sexual orientation, gender identity or expression, age, marital status, disability, military status, genetic information, or any other basis protected by applicable law. The Princeton Review also prohibits harassment of applicants or employees based on any of these protected categories. It is also The Princeton Reviews policy to comply with all applicable laws respecting consideration of unemployment status in making hiring decisions.
The Princeton Review is a drug free workplace.
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