Experience Manager (Late-June Start Date)

What does Packback do?

Packback exists to awaken and fuel lifelong curiosity in every student. Packback is an education technology Company, offering a social learning platform powered by artificial intelligence that is used by college professors and K-12 teachers to help their students fall in love with the subject matter, drive personalized learning, and most importantly - quantify and improve critical thinking ability. More literally, Packback is a platform that enables powerful online classroom discussion with Packback Questions, long-form writing assignments with Packback Deep Dives, and elevated engagement tools with Packback Instruct.

Who YOU are and what YOU will do:

This role can be fully remote, however Packback does have an office in Chicago, IL. Many team members based out of Chicago work a hybrid home/office schedule and take advantage of a few in-office benefits (gym, weekly lunch & breakfast).

This is a retention/upsell sales and account management hybrid role. We’re looking for a customer advocate who is passionate about growing a business while also improving education outcomes to join our team as a Customer Experience Manager (EM) on the Packback Customer Success team.

Our EMs are chiefly responsible for partnering with faculty using the Packback platform to ensure positive student outcomes and faculty retention.

This role covers a range of activities which include:

• First and foremost: effectively retain our faculty and increase the number of courses in which they use Packback.

• Efficiently managing the customer lifecycle:

• Introducing faculty to new Packback Platform features and products to incorporate into their current and future courses.
• Be a lifelong learner - be willing to provide and receive feedback from team members on a regular basis, in a shared effort of furthering our individual and collective sales processes
• Onboarding faculty to the platform, setting them up with a solid and custom usage plan that will ensure their goals, as well as their student’s goals, are met.
• Reporting progress against daily, weekly, and quarterly goals
• Ensuring that the “why” of Packback is effectively incorporated into that faculty’s course pedagogy to ensure student buy-in. Essentially, students need to understand why they are using Packback and what is expected of them.
• Identifying potential problems in the faculty’s experience or usage and addressing proactively.
• Following process as it relates to tracking pipeline in Salesforce
• Proactively understanding and discussing the faculty’s future courses, in order to effectively fit Packback into their course structure.

What you won't do:

• Feel like a number - we empower each other and celebrate the small and the big wins, every day
• Stay stagnant - we are evolving and always growing, always pushing forward and learning along the way
• Get bored - we thrive off of curiosity and have fun while we do it

What YOU bring to the table:

• Maintain a positive outlook when facing adversity
• Strong Communication Skills - excellent verbal and written communication ability
• Ambitiously humble, resiliently confident
• College experience highly preferred
• Relationship Builder - ability to build and maintain relationships through multiple touchpoints
• Passion to change education - we have a big mission at Packback and we are looking for people who similarly think big. Are you ready to change education?
• A desire to work in a tech startup - is comfortable with ambiguity in day-to-day work and a quickly growing team
• Comfort with process - demonstrated accountability to team processes and is able to understand 'the why'. Identify gaps & drives improvement in the team process.
• Comfort with selling - what defines success is your ability to retain faculty and expand their usage of Packback
• Ability to celebrate failure as evidence of learning from mistakes
• Not waiting for responsibility, but taking ownership
• Values fit - the individual must be aligned with all of our company values, but especially as it relates to:
  • Ambitiously humble, resiliently confident
  • Not waiting for responsibility, but taking ownership
  • Ability to celebrate failure as evidence of learning from mistakes
  • Maintain a positive outlook when facing adversity

Benefits and Perks

Health & Wellness

• Vision Insurance
• Unlimited Time Off with a 3 week minimum encourages
• Disability Insurance
• Dental Insurance
• May be eligible for a tech stipend
• 401K: Packback offers 50% matching up to 4% of employee contributions
• Life Insurance
• Stock options
• Generous Paid Parental Leave up to 12 weeks
• Family Medical Leave
• Medical Insurance
• Commuter Benefits

Additional Perks:

• Access to premium membership to One Medical
• "Momentum Maintenance Fridays" - Every Second Friday of the Month is an Office Shut Down day.
• Calm subscription
• Monthly Dashpass subscription by DoorDash

Full transparency in compensation and career growth. Our EMs start at a $50,000 base salary with ~$5,000 annual commission/bonuses. Most Experience Managers are promoted to Senior level roles (with OTEs of ~90k) within 18-24 months of their start date. Many determined folks have accomplished this in roughly a year.

Our commitment to diversity:

Working in the Education Technology space, Packback believes it is an ethical necessity for us to work to build a diverse and inclusive team, to help us better consider the needs of our diverse audience of students with a wide range of educational backgrounds and educational needs.

We are an equal opportunity employer and value diversity in our company. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.