Customer Success Associate: Southeast Region

We are looking for a Customer Success Associate to partner and support educators with implementing our STEAM and Coding products in various classrooms and settings.

Driven by passion, data, and collaboration, we are on a mission to be the leading player in the future of education. As a Customer Success Associate in our Customer Success team, you will play a crucial role in our continued growth and success. 

This role will be based remote, from your home, and covering your designated territory of the Southeast Region. Our Customer Success team has divided the country into five major support regions and you will be covering the central states. Given that we have further teams across the USA, Europe, the Middle East, and Asia, you will be working in a truly global environment.  

At SAM Labs we are optimists. We value creativity, action, hard work, ownership, transparency and fun. If you do too, join us!

More about the Role:

• Engage & Connect

• Own the communication with customer districts, schools and teachers in your region after a purchase is made
• Engage with and build relationships with our users at the school level
• Continuously support all teachers using SAM Labs to ensure successful implementation and usage
• Understand the goals and vision of our customers and help them achieve those through their customer journey
• Retain & Grow
• Retain customer accounts through renewals
• Grow the value of customer accounts through upsell, cross selling opportunities
• Lead expansion opportunities in customer districts
• Learn & Respond
• Managing your tasks in our CSM platform in a timely manner
• Collect, analyze and act on feedback from customers from a range of sources (i.e. usage data, surveys, conversations, emails etc.)
• Understand and interpret product usage data and use this to provide interventions and support where needed
• Support & Training
• Deliver onboarding and check-ins to all of our customers in your territory to ensure they are prepared to implement our learning solutions in their classrooms
• Provide virtual and in-person professional development
• Know our expansive content inside-out and point teachers towards what they need and recommend best practices to achieve their goals (i.e. alignment maps, lesson adaptations, etc.)
• Listen & Advocate
• Be the voice of the educator in the company and in the product
• Respond to customer inquiries for support in a timely manner
• Share customer feedback and insights with the wider team
• Share success stories and exciting updates with the wider team

You

• Are based in the Southeast Region of the United States (FL, GA, NC, VA, TN, SC, AL, LA, MS, AR)
• Have experience working in Ed Tech, Customer Success, Sales, or Account Management (preferred)
• Have taught STEAM and/or Coding in Elementary or Middle School for at least 3 years in the past 5-7 years
• Have a customer-centric attitude and are obsessed over the details of the customer experience & journey
• Have an agile, data-driven, and proactive approach to support customers
• Are comfortable training teachers and administrators across the district and school levels
• Are excited to support teachers by co-teaching or modeling lessons and activities in the classroom
• Are passionate about the direct K-12 school market and are always ready to go the extra mile 
• Thrive in the dynamic environment of a start-up
• Are comfortable utilizing tech platforms to manage and react to customer data and information 
• Are willing to travel across your region (up to 25% of the time) to train and support customers in their classrooms
• Have excellent writing, presenting, and conversational skills
• Are able to multitask, prioritize and manage time effectively 
• Are experienced in and/or have a passion for STEAM & Coding 

The Process (Stage Gates)

• Application Review (Cover Letter & Resume)
• First Written Assignment (short list of questions)
• Sample Job Assignment (drafting a customer journey plan with timeline, goals, expansion; drafting an intervention plan)
• Presentation and Interview with manager- Director of Customer Success
• CEO interview