Full-Time

Technical Customer Success Manager

Posted on 7/25/2024

Varsity Tutors

Varsity Tutors

5,001-10,000 employees

Online platform for personalized tutoring services

Education

Senior, Expert

Remote in USA

Category
Customer Success
Customer Success & Support
Customer Success Management
Sales & Account Management
Required Skills
Sales
Communications
Quality Assurance (QA)
Requirements
  • 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 provides personalized online education solutions for students of all ages, from elementary school to adults pursuing professional certifications. The platform operates on a membership model, allowing clients to access a variety of learning resources such as one-on-one tutoring, live group classes, and on-demand lessons. With a network of over 40,000 vetted tutors, Varsity Tutors ensures high-quality instruction tailored to individual needs. The flexibility of the membership allows families to customize their learning experience, whether they need help with school subjects or preparation for standardized tests like the SAT. Additionally, Varsity Tutors offers instruction in over 3,000 subjects, including coding, paleontology, and language learning with native-speaking tutors, making it a comprehensive solution for lifelong learning.

Company Stage

Series C

Total Funding

$104.1M

Headquarters

Clayton, Missouri

Founded

2007

Growth & Insights
Headcount

6 month growth

0%

1 year growth

3%

2 year growth

-3%
Simplify Jobs

Simplify's Take

What believers are saying

  • Partnerships with school districts provide free access to resources until 2030.
  • Increased demand for personalized learning boosts Varsity Tutors' market potential.
  • The rise of hybrid learning models expands Varsity Tutors' reach and offerings.

What critics are saying

  • Increased competition from AI-driven platforms like Squirrel AI threatens market share.
  • Free resources like Khan Academy may reduce perceived value of paid services.
  • Economic downturns could lead to budget cuts affecting school partnerships.

What makes Varsity Tutors unique

  • Varsity Tutors offers over 3,000 subjects, including unique topics like paleontology.
  • The platform provides 24/7 access to live and on-demand tutoring services.
  • Varsity Tutors integrates AI for personalized learning experiences across various subjects.

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Benefits

Health Insurance

Dental Insurance

Vision Insurance

Life Insurance

401(k) Company Match

Remote Work Options

Unlimited Paid Time Off

Paid Vacation

Paid Holidays

Parental Leave

Company Equity

INACTIVE