Technical Customer Success Manager

Overview of Position

Varsity Tutors is searching for a Technical Customer Success Manager to join our newly created Varsity Tutors for Schools Team! The Technical Customer Success Manager will be a trusted advisor for key client stakeholders and responsible for driving all facets of technical success across the customer journey (onboarding, implementation, adoption, and operationalization) to ensure achievement of a district’s desired learning outcomes, drive renewals and enabling durable adoption of the Varsity Tutors product suite. 

The individual in this role needs to exhibit a high level of professionalism and have the ability to communicate technical specs with District IT stakeholders while guiding on technical setup. The Technical Customer Success Manager will be an advocate for Varsity Tutors, its brand, and its suite of learning products and programs.  We are looking for this position to come on board and initially help manage direct relationships but also look to build out and manage the organization with continued growth.  

About Varsity Tutors

Nerdy, the parent company of Varsity Tutors, is a leading curated direct-to-consumer platform for learning and live online instruction. Nerdy’s mission is to transform the way people learn through technology. The Company’s purpose-built proprietary platform leverages technology, including AI and machine learning, to connect learners of all ages to experts and deliver superior value on both sides of the network. Nerdy’s comprehensive learning destination provides learning experiences across 3,000+ subjects and multiple formats—including one-on-one instruction, small group classes, large format group classes, and adaptive self-study. Nerdy’s flagship business, Varsity Tutors, is one of the nation’s largest platforms for live online tutoring and classes. Learn more about Nerdy at https://www.nerdy.com/. 

Qualifications

• Bachelor level degree in any major
• 5+ years of K-12 EdTech Technical Support experience 
• Strong knowledge of data integration methods; previous knowledge of OneRoster, Clever, or ClassLink, Google Classroom integrations
• Experience working with state and/or district level leaders on technical support, concepts, and planning
• Experience supporting Software as a Service, web browsers, networking principles, application support, hardware device support such as phone, tablet, laptop and desktops.

• Proficiency in Google suite, web-based presentation tools & video conference tools

• Excellent verbal and written communication skills
• Excellent organization & project management skills
• Strong analytical and problem-solving skills
• Strong customer relations skills and high emotional intelligence
• Self-starter, highly motivated to succeed 

Responsibilities

• Own and drive the technical relationship with our customers
• Participates in pre-sales customer meetings with the school district’s highest technical team member, curriculum team and others to describe the technical requirements of data integration in a simple and understandable way while building a trusting working relationship
• Listens to customers to gain a deep understanding of their intended outcome, processes, system environments and data infrastructure
• Own scheduling and facilitating technical onboarding meetings for our most strategic accounts.
• Coordinate communications with all required stakeholders on crucial support cases and high priority issues. Collaborate with the product owner & development team to solve technical challenges related to assigned accounts.
• Creates strategic relationships with key IT and technical stakeholders within our districts.
• Represent the customer/project needs while interfacing with Product Management, Product Development, QA, and Support teams.
• Handles complex data integration cases
• Manages case escalations and customer experiences
• Provides technical support to customers via phone, chat, email, video conferencing, and other channels
• Provides roster services and data integrations support, product support, networking, hardware/software, and other technical trouble-shooting
• Thinks strategically about customer needs and partners with development team to fix defects, new feature requests, improvements for the user experience, etc.
• Works closely with internal teams to ensure great customer experience, including tracking and reporting on technical issues for customers

Varsity Tutors Leadership Principles:

Relentless Focus on Customers | Comfort with Ambiguity | Ownership | Simplify | Intellectual Curiosity | Build Teams | Think Big | Insist on High Standards | Bias for Action | Build Trust | Go Deep | Have Conviction | Deliver Results | Are Right, a Lot

Benefits/Culture

• Healthcare Plans (Medical, Dental, Vision, Life)
• 401k Company Matching Plan
• Maternity, Paternal, and Adoption Leave
• Remote Position
• Flexible PTO
• Free Learning Membership for you and your household (1-1 tutoring hours, unlimited use of on-demand services, and access to our online classes)
• Unique opportunity to help transform how the world learns!

Varsity Tutors is committed to creating a diverse environment and is proud to be an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or veteran status. (INDHP)