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National, Vice President, Customer Success (Stride Learning Solutions)

Employer
K12 Inc.
Location
United States
Salary
Competitive
  • Meet Stride
  • Success Stories
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  • About Stride Learning Solutions


Over 20 years ago, Stride was founded to provide personalized learning — powered by technology. We reached students where they were in their own journeys. We knocked down their barriers to great education. And we gave every learner equal opportunity to succeed — however they defined success. Stride innovated the learning experience with online and blended learning that prepared them for their lives ahead.

The world around us has changed forever. Distance learning is now an integral aspect of learning—for all levels—around the world. At Stride Learning Solutions, we've always been ready. For more than two decades, we've helped districts and schools find a promising path forward.

Since 2000, Stride Learning Solutions has been a leader in strategic solutions to solve district challenges. Our flexible online and blended learning options boost modern instruction and promote lifelong student success. With an innovative platform, comprehensive digital courseware, adaptable technology, and extensive support, we are equipped to help your school or district empower a brighter future for learners.

The Vice President, Customer Success for Learning Solutions leads the strategic development of and directs activities related to customer service, support, and satisfaction of all customers, as well as Account Management, Sales Implementation and Training. The Vice President, Customer Success ensures collaboration across the organization and in close alignment with sales and marketing ensures a seamless transition for clients from sales to service implementation to long-term retentions and satisfaction. The VP will gauge the team’s success through regular measurements of client satisfaction, client retention, academic outcomes, and year-over-year net promoter score increases across the Learning Solutions organization.

Essential Functions: Reasonable accommodations may be made to enable individuals with disabilities to perform the essential duties.
  • Motivate, mentor and develop individuals and teams to meet and exceed the highest standards of customer service, continuously foster strong business relationships, build expertise in account knowledge, and adapt to changes in customer needs with solutions and recommendations.
  • Lead Client Services/Account Management teams to ensure that client needs are met, and projects are successfully executed, and continued account retentions and satisfaction is realized. The VP oversees program implementations, ongoing service delivery, and support for all Learning Solutions clients;
  • Establish key performance metrics for team members that align to key business objectives including NPS, client retention, and client satisfaction
  • Partner with the Enterprise Sales Team to build repeat business through developing long-term, effective account management practices.
  • Develop and deliver measurable continuous sales training including best practices for domestic and international sales, new team onboarding/orientation, content training and team development and success metrics.
  • Collaborate closely with Enterprise Sales, Product Development, Finance and Marketing to ensure development and delivery of solutions which meet customers’ needs and timelines. Recognize and champion long-term strategic implications of developing solutions that best meet client objectives.
  • Establish efficient, cost effective and scalable processes to support customers for longer term, strategic relationships
  • Serve as key member of Learning Solutions leadership team by representing client needs, market trends, operational challenges and competitive dynamics to improve company offerings.

Supervisory Responsibilities: Directly supervises 3-8 employees. Carries out supervisory responsibilities in accordance with the organization's policies and applicable laws. Responsibilities include interviewing, hiring, and training employees; planning, assigning, and directing work; appraising performance; rewarding and disciplining employees; addressing complaints and resolving problems.

Minimum Required Qualifications:
  • Bachelor’s degree AND
  • Fifteen (15) years of progressive experience in managing client service teams OR
  • Equivalent combination of education and experience

Certificates and Licenses: None required.

OTHER REQUIRED QUALIFICATIONS:
  • Experience with leading and growing a team
  • Proven track record of quantifiable accomplishments
  • Strong leadership skills – people, project, and strategy
  • Persuasive verbal and written communication
  • Consultative approach to sales
  • Strategic and analytical problem-solving skills
  • Team-Player – Must be skilled operating in a matrix organization, driving critical initiatives through influence and strong interpersonal relationships.
  • Change Agent – Proven leader of effective large-scale change initiatives, leveraging communication and change management techniques successfully.
  • Passion – Must have a positive spirit and be passionate about education, educational choice and enabling students to be their best.
  • Accountability – Must “own” this function and hold themselves and others accountable to developing
  • Courage – Willing to surface innovative ideas and take controversial stands in pursuit of achieving rigorous business plans
  • Trust – Must have high integrity and build trust at all levels – internally and externally.
  • Ability to travel 25% of the time
  • Ability to pass required background check

Desired Qualifications:
  • Educational Industry experience
  • Clear career progression

Work Environment:The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
  • This is a home based position. This position is open to residents of, and may be performed remotely from Washington, D.C., and from any state except Colorado.

The above job is not intended to be an all-inclusive list of duties and standards of the position. Incumbents will follow any other instructions, and perform any other related duties, as assigned by their supervisor. All employment is “at-will” as governed by the law of the state where the employee works. It is further understood that the “at-will” nature of employment is one aspect of employment that cannot be changed except in writing and signed by an authorized officer.

Stride, Inc. is a Federal Contractor, an Equal Opportunity/Affirmative Action Employer and a Drug-Free Workplace. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, protected Veteran status age,, or genetics, or any other characteristic protected by law.

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