Manager of Customer Experience Job Vacancy in Carnegie Learning Pennsylvania – Latest Jobs in Pennsylvania

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Company Name : Carnegie Learning
Location : Pennsylvania
Position : Manager of Customer Experience

Job Description : Manager of Customer Experience
WHAT WE SEEK
Our Customer Success team is seeking a Manager of Customer Experience to play a key role in enhancing our customer journey. We are looking for a passionate individual with great attention to detail to drive the vision and strategy for overall customer experience.
As a member of the Customer Success team, the Manager of Customer Experience reports to the VP of Customer Success and works closely with other leaders across the organization to ensure decisions are made with both the customer journey and company roadmap in mind. You will be charged with being the biggest advocate for our customer internally as you identify friction points in the experience, recommend improvements to both process and technology, and bring positive change to life through implementation and execution.
WHAT YOUR DAY WILL LOOK LIKE
Design, implement and monitor a scalable, customer experience model for all customers to promote a successful and delightful implementation of all Carnegie Learning products and services
Identify and regularly analyze key customer metrics to inform product and process improvements and development
Identify and communicate trends to help the business seize opportunities to improve outcomes
Play a significant role reporting up to the Executive team on customer insights, product usage data, and trends
Maintain strong relationships with other departments, with particular focus on product, sales, professional learning and customer service to ensure smooth customer experiences; engrain Customer Experience deeply with the rest of the business
Perform other related duties and special projects as required
This position requires up to 20% travel
WHAT SHOULD BE IN YOUR BACKPACK
Bachelors degree in Education or related field
Masters degree in Education Administration or related field (preferred)
Five (5) or more years of experience in a Customer Success or Customer Experience role
Experience with implementing a CRM platform to monitor customer health metrics and drive decisions
Metric-oriented approach to strategy and improvements with demonstrated experience in designing, measuring, and driving continuous improvements in the customer experience journey
High attention to detail, solution-oriented mindset, and ability to advocate for our customer
Excellent interpersonal skills, ability to communicate professionally, persuasively, and confidently over phone, e-mail and in-person
Desire to proactively help and serve internal and external customers of all levels
Strong technical skills, including up-to-date on industry trends and awareness of different technologies related to the customer experience
WHAT GIVES US PURPOSE
Carnegie Learning is a leading provider of K-12 education technology, curriculum, and professional learning solutions. With the highest quality, research-based offerings for K-12 math, ELA, world languages, and more, Carnegie Learning is changing the way we think about learning and creating powerful results for teachers and students alike. At Carnegie Learning we strive to create an environment where people want to work – one where the larger team comes first, where trying new things (and sometimes failing) is encouraged, and where we pursue our mission relentlessly.
Carnegie Learning is a major disruptive force in the digital curriculum market by combining world-class research, differentiated technology, best in class content together with a world-class mission-oriented team. This is where you come in! Are you ready to do the best work of your career and shape the future of learning?
WHAT WE PROVIDE
Named a Pittsburgh Top Workplace four years in a row
Medical, dental, and vision benefits
Virtual health services
Basic life and disability insurance offered at no cost
HSA, FSA, DCSA, and Commuter saving accounts
401k with company match
Employee assistance program
Pet and Legal services insurance
Generous paid time off and holidays
Variable compensation opportunities
Business casual work environment
Mission-driven culture
Flexible working hours, leveraging remote capabilities
WHAT WE BELIEVE
We respect and celebrate the unique attributes, characteristics, and perspectives that make each person who they are. We also believe that bringing diverse individuals together allows us to collectively and more effectively address the issues that face our business and industry. Carnegie Learning is an Equal Opportunity Employer.

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