Director of Customer Relations
Fully Remote Remote - US Customer Success
Job Type

About the Role

Our Customer Success team is instrumental in nurturing and growing existing relationships with school districts and schools utilizing Teach to One. The Director of Customer Relations is considered the external “face” and represents Teach to One across all partners. This role is pivotal in ensuring successful program implementations and high quality collaborative relationships with our school partners.

About You

  • You thrive on fostering long-term relationships and are adept at working collaboratively with sales and customer success teams to ensure seamless partner experience.
  • With a proactive approach, you are the main point of contact for our customers, anticipating their needs and addressing issues before they become problems.
  • Your strategic mindset enables you to identify opportunities for license expansion and more profound program implementation within existing partnerships.
  • You are committed to leveraging data to drive engagement and success, you ensure that every account is managed with a personalized and effective strategy.

What You Would Do

  • Serve as the primary point of contact for school partners, acting as the liaison between the schools and our internal teams.
  • Take the reins from the sales team at the end of the sales process to support the development of a detailed implementation plan.
  • Coordinate with Customer Support for kickoff and school setup, ensuring a smooth transition and setup process.
  • Manage ongoing relationships, regularly check in with partners to escalate any concerns or issues that arise.
  • Maintain and deepen relationships with existing school partners to maximize value from our programs.
  • Oversee renewals and license expansions within schools, working to deepen our reach and impact.
  • Advise on implementation strategies that tailor Teach to One to each partner's unique context.
  • Schedule regular touchpoints with partners to maintain engagement and address any needs or feedback.
  • Utilize data-driven engagement techniques regularly to proactively monitor and support partner program usage.
  • Provide feedback to internal teams on partner needs, challenges, and opportunities.
  • Ensure partners have access to necessary resources, training, and support.
  • Represent customer needs and experiences on organizational initiatives.
  • Precisely and accurately document all activities in SalesForce (CRM).
  • Caseloads can be up to 150 schools/ districts. 
  • Ensure a regular cadence of support for each school/district based on the tiered needs (low, medium, high).

Key Competencies of the Role

  • Delegation: Team player who acts as liaisons between partners and implementation and customer support, quickly and efficiently handing off training, inquiries, etc. 
  • Dependability: Reliably executes and meets commitments. Matches spikes in need with appropriate spikes in work.
  • Judgement / Decision-Making: Knows when to advocate for customers and when to advocate for New Classrooms.
  • Emotional Intelligence: Puts partners and teammates at ease in a friendly and genuine manner; responds to stress and challenges in a professional and respectful manner.

What We Are Looking For

  • You embody the organization’s core values: Prioritize People, Initiate and Innovate, Lifelong Learning, Creative Collaboration, Purposeful Partnerships and Considered Confidence.
  • In addition to the previously listed attributes and qualifications, you are skilled in managing multiple facets of client relationships, including the transition from sales to account management, the implementation phase, and ongoing customer support.
  • You have a keen eye for identifying and acting on opportunities for renewal, expansion, and additional paid support, contributing to the overall growth and success of our partnerships.
  • Comfortable in a dynamic environment, you bring experience in working closely with diverse teams to champion the success of educational programs.
  • Comfortable being the liaisons between partners and implementation and customer support, quickly and efficiently handing off training, inquiries, etc.
  • Your ability to travel up to 25% of the time with access to a major metropolitan airport that will support your active engagement with partners.
  • As needed, you’ll be expected to represent Teach to One and New Classrooms with prospective partners, funders, and other external stakeholders.
  • Customer satisfaction surveys, renewals, and tracking of support will be contributors to performance evaluations.
  • Minimum of four years experience in account management; education experience preferred.

Role Classification and Benefits

This role is remote, full-time, and includes benefits such as rich medical, dental, and vision insurance, 42 paid days off per year (prorated for the period in which you work), paid parental leave, a professional development budget of $375 annually and a quarterly cell phone subsidy.

The hiring salary range for this role is $63,000-$66,375 and will be commensurate with experience. We have a hiring salary range of $70,000-$73,750 for specific higher cost of labor locations, which include New York City, Washington DC, Boston, San Francisco/Oakland, Los Angeles, Seattle and their metro areas.

New Classrooms is a fully remote organization. All employees work from home, and occasionally travel for in-person get-togethers and off-sites.

Commitment to Diversity

At New Classrooms we are committed to diversity, equity and inclusion. We strive to create and inspire better ways to give every student an educational foundation for lifelong success. In order to fully realize this mission we are dedicated to building a diverse pool of candidates including those from underrepresented backgrounds, and resolute in building an inclusive culture that supports and celebrates the diverse voices and perspectives of our employees. 

Equal Opportunity

All qualified applicants will receive consideration for employment without regard to age, race, creed, color, national origin, ancestry, marital status, affectional or sexual orientation, gender identity or expression, disability, nationality or sex.

Salary Description
$63,000 - $73,750