Company Overview

Established in 2016, TEAMology launched as one of the first companies to emerge from Penn State University's Invent Penn State commercialization ecosystem. Since 2016, TEAMology has focused on better understanding how to develop a personalized solution to meet students' social, emotional, and mental health needs. This research and development led to creating what is now known as TEAMtalk – an AI + human technology that provides kids with an opportunity to directly connect and be supported by the six TEAMology characters that grow with them. Partnerships such as Penn State and the public media company WQED, home of "Mister Rogers' Neighborhood," are helping to expand the important work of TEAMology.

TEAMtalk offers a scalable machine learning + human approach to engage directly with children. Our student-facing solution creates a safe, non-threatening, non-judgmental space for children to express themselves and their concerns. The whole-system solution baselines, coaches, and produces actionable outcomes to strengthen a child's mental well-being while also triaging issues through a proprietary triage approach based on a Multi-Tiered System of Supports model. Through daily check-ins, conversational evidence-based assessments, and personalized coaching and content, TEAMtalk will deliver information to educators about each student's strengths and growth opportunities as well as the ways an educator can help increase the child's social and emotional abilities. TEAMtalk identifies the need for triage and can operate as an extension of the in-school support team to mitigate challenges before they escalate and become bigger issues. TEAMtalk provides insights for individual students and classrooms, and it can be beneficial school-wide in helping educators identify the greatest challenges students are discussing and trends over time.

Role Summary

As TEAMology expands our global reach and increases the educational impact of our programs, we are hiring a Customer Success Specialist! We are searching for a top candidate who cares deeply for the health and well-being of student and staff success in the public K-8 education sector and thrives in a multi-tasking, start-up company environment with many moving parts and targeted outcomes.

Responsibilities

Execute Engagement Strategies: Develop and implement comprehensive engagement strategies with customers to deepen their engagement and increase their usage of our products and services. This involves creating customized plans that align with customer goals and monitoring their progress to ensure success
Customer Advocacy: Act as a strong advocate for customers across all areas of the business. Collaborate closely with product, marketing & sales to ensure that customer feedback and needs are effectively communicated and addressed. Strive to represent the customer's voice in every decision made
Team Building: Develop and maintain trusted working relationships in and outside of TEAMology to ensure a unified approach to customer success and satisfaction
Oversee Customer Success Lifecycle: Drive the entire Customer Success lifecycle for each account. This includes onboarding and implementation, professional development and ongoing support, and renewal processes to ensure customers have positive experiences and achieve their desired outcomes with TEAMology services. Monthly/Quarterly review with customers to identify opportunities for improvement
Drive Key Metrics: Monitor and drive key metrics related to implementations. Focus on customer health indicators, renewal rates, expansion opportunities, and engagement data. Utilize this data to identify trends, forecast future customer needs, and implement strategies to enhance customer satisfaction and retention

These responsibilities require a proactive, customer-centric approach, excellent communication skills, and the ability to work collaboratively across multiple teams and departments.

Required Qualifications

2+ years experience preferred in K-12/EdTech in Account Management, Client Services and/or Customer Success. School district instructional or administration roles familiar with SEL content, MTSS and/or mental health support
Excellent active listening and communication skills
Flexible and able to adapt easily
Technology savvy
Strong demonstrated service-delivery experience with educational SaaS solutions
Exceptional written and verbal communication, as well as live and virtual presentation skills
Ability to diagnose common customer needs and issues, and to translate those needs into actionable solutions
Highly organized, self-directed, and process-orientated with the ability to direct multiple projects simultaneously
Detail-oriented, with strong organizational skills
Ability and willingness to travel up to 10-20%
This is a remote and full time position
CRM experience (preferably Hubspot)
Bachelor’s Degree required, Master’s Degree preferred : Education and/or Psychology
Google, AI & Canva proficient

Additional Qualifications

Applicants must be currently authorized to work in the United States on a full time basis. This company does not sponsor applicants for work visas
Candidate will be subject to a background and reference check
If hired, must adhere to all organization policies and procedures and other prescribed best practices/industry standards
This job is a remote work opportunity for candidates who can work from their home office

Salary

The estimated salary range for a new hire in this position is $48,000 - $60,000 USD + Bonus. Salary/Bonus may vary depending on job-related factors, including knowledge, skills, experience, and location. Applications will be accepted through 8/31/2024.

Benefits

Medical, Dental, Eye Insurance
PTO with with 25 observed holiday & wellness days
Flexible work culture for full time employees at 30+ hours per week

Additional Information

The job is primarily performed indoors in a traditional home office setting; The individual is constantly required to talk, hear, stand, or sit for extended periods of time while using a computer, telephone, or other productivity devices to communicate with other personnel, clients/customers/students and conduct business. While performing the duties of this job, the individual may occasionally be required to reach with their hands and arms. The person in this role must frequently use their hands to finger, handle, feel, or operate objects and computer keyboards. The person in this role is occasionally required to climb, balance, stoop, bend, kneel, crouch or crawl, squat, turn/twist, and smell. They must also be able to occasionally lift, carry, push, or pull up to 5 pounds and/or occasionally lift, carry, push, or pull up to 15 pounds. Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception, and the ability to adjust focus.

TEAMology reserves the right to alter, change, modify, and/or terminate this job posting at any time without notice or obligation. No recruiters, please; principal applicants only.

TEAMology is proud to be an equal-opportunity employer. Employment with our company is based solely on a person's merit and qualifications directly related to professional competence. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, family status, marital status, pregnancy, or related condition (including breastfeeding), sexual orientation, national origin, genetics, disability, age, or veteran status, or any other or any other basis protected by law.

TEAMology is also committed to providing reasonable accommodation to qualified individuals with disabilities in the employment application process. TEAMology will also consider reasonable accommodations to enable qualified individuals with disabilities to perform essential job functions.

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TEAMology Inc jobs

Customer Success Specialist