K12 Customer Experience Manager

At Instructure, we believe in the power of people to grow and succeed throughout their lives. Our goal is to amplify that power by creating intuitive products that simplify learning and personal development, facilitate meaningful relationships, and inspire people to go further in their education and careers. We do this by giving smart, creative, passionate people opportunities to create awesome. And that's where you come in:
We are looking for a seasoned Customer Experience Manager or Customer Success Manager to work with our K12 clients. This position will focus specifically on supporting our customers who have implemented the K12 Instructure Learning Platform and provide them with an exceptional customer experience.
The Customer Experience Manager will participate in efforts to retain the account, help grow the account, and increase the market presence of Instructure. The main focus of this position is to manage existing accounts and position Instructure to capture additional market share through a solutions oriented approach.

What you will be doing:

• Manage the Instructure customer experience for all customers within your territory 
• Work collaboratively with Sales and Renewals to increase market share from existing account base and new business to business opportunities
• Act as liaison between the customer and Instructure
• Understand the customer’s vision and goals with the Instructure Learning Platform and help them achieve success
• Accountable for CSAT and working closely with Sales and Renewals to achieve NRR target

Here's what you will need to know/have:

• Requires a Bachelor's Degree or a minimum of 4+ years Account Management experience.
• K12 Education experience and knowledge.
• Customer facing background within the software industry.
• Exceptional communication skills both written and verbal.
• Capacity to set correct expectations and manage issues to completion.
• Multitask and prioritize tasks in a changing environment.
• Strong team mentality, utilizing internal and external resources strategically and judiciously.
• Demonstrated ability to solve problems and seek solutions.

Get in on all the awesome at Instructure:

• Competitive salary and 401k 
• Medical, dental, disability, and life insurance benefits
• HSA program, vision, voluntary life, and AD&D 
• Tuition reimbursement
• Paid time off, 10 paid holidays, and flexible work schedules 
• Gym club reimbursements and rewards-based fitness tracking  

We’ve always believed in hiring the most awesome people and treating them right. We know that the more diverse we are, the more diverse our ideas will be and when we openly welcome those ideas, our environment is better and our business is stronger.At Instructure we participate in E-Verify and yes, in case you didn't catch it from the above, we are an Equal Opportunity Employer.All Instructure employees are required to successfully pass a background check upon being hired.