Team Lead, Customer Success

A pioneer in K–12 education since 2000, Amplify is leading the way in next-generation curriculum and assessment. Our core and supplemental programs in ELA, math, and science engage all students in rigorous learning and inspire them to think deeply, creatively, and for themselves. Our formative assessment products help teachers identify the targeted instruction students need to build a strong foundation in early reading and math. All of our programs provide educators with powerful tools that help them understand and respond to the needs of every student. Today, Amplify serves more than 10 million students in all 50 states. For more information, visit amplify.com.

The Customer Success Team Lead is responsible for leading a team of Customer Success Specialists (CSSs) in overseeing the day-to-day operations of customer onboarding, year-round outreach efforts, and the care of their designated accounts. This role significantly contributes to increasing the likelihood of customer renewals. Additionally, the Team Lead serves as both a leader and a hands-on contributor, taking charge of their own accounts, which encompass emerging and strategic accounts.

Success in this position necessitates qualities such as keen attention to detail, a commitment to efficient processes, and adept time-management skills. The ideal candidate exhibits a positive and proactive mindset, maintaining professionalism and proficiency in technology. A successful CS Team Lead excels in collaboration, demonstrates resourcefulness, and possesses exceptional written and verbal communication skills. Furthermore, they possess the capability to mentor, lead, and coach others effectively.

Amplify’s COVID-19 vaccination policy requires all staff to provide proof of vaccination for in-person meetings unless an approved exemption is provided.

Responsibilities

• Monitor the performance and product knowledge of team members, providing coaching and support as needed
• Correspond promptly with customers via phone and email to address their needs
• Work with Sales District Managers and internal Amplify team members to resolve escalations and support training efforts
• Assist in supporting your team’s designated customers, intervening when necessary, escalating issues, and attending customer meetings as required
• Track implementation progress and account health, while documenting and communicating risks for all assigned accounts. Collaborate with Customer Success Managers for large and strategic accounts
• Create email templates and/or offer feedback on emails as needed
• Maintain expertise across Amplify's suite of products to provide quick answers to customer queries, identify risks, proactively resolve issues, and escalate when necessary
• Ad-hoc duties/projects, as needed
• Lead onboarding and implementations for assigned accounts
• Schedule and lead Technical Onboarding meetings and contribute effectively to other meetings
• Quickly establish rapport with district school leaders within your customer base, ensuring ongoing account health through scalable outreach and interventions
• Adhere to the prescribed service model and touchpoints based on customer segmentation
• Leverage project tracking tools and Gainsight processes for consistency and operational efficiency in communications and planning. Mentor and train others on these tools
• Use provided resources and engage with support and product teams to promptly address questions
• Maximize automation and process efficiencies to ensure the right level of effort is invested
• Lead team meetings and stand-ups, and present at team and regional meetings
• Collaborate with internal partners, including Customer Success, Sales, Technical Onboarding, and Customer Support, to guide district and school personnel through the implementation process

Basic Qualifications

• Ability to effectively engage with diverse groups and audiences
• Demonstrated capability to lead strategic efforts and projects and to provide mentorship to fellow team members
• Proficient in managing multiple projects in a fast-paced environment
• 3+ years of experience in Account Management, Customer Success, Educational Leadership or related field
• Proven proficiency in communication and presentation skills, suitable for both internal and customer-facing meetings
• Possess strong organizational and time-management abilities

Preferred Qualifications

• % Travel required
• Gainsight, Salesforce and Google Suite experience a plus
• Bachelor’s degree or related work experience
• Established expertise in managing a smaller team effectively

What We Offer

Salary is only one component of the Amplify Total Rewards package, which includes a lucrative 401(k) plan, incentive stock options, competitive health insurance and mental health options, basic life insurance, paid time off, parental leave, and access to best-in-class development programs. The gross salary range for this role is $80,000-$90,000.

We celebrate diversity and are committed to creating an inclusive environment for all employees. To that end, we seek to recruit, develop and retain the most talented people from a diverse candidate pool.

Amplify is an Equal Opportunity Employer of Minorities, Females, Protected Veterans and Individuals with Disabilities.

This position may be funded, in whole or in part, through American Recovery & Reinvestment Act funds.

Amplify Education, Inc. is an E-Verify participant.