Customer Experience Lead

This is a fully remote position, open to applicants in Canada.

📋 Description

• Develop and expand client publishing initiatives in collaboration with network managers.

• Interact with authors, advocate for publishing within the campus, create program frameworks, and establish aligned objectives.

• Transition from Sales post-client onboarding and sustain client relationships.

• Perform regular client check-ins and report accounts that reach intervention thresholds to Sales and Support.

• Implement customer success programs through training sessions, webinars, workshops, pilot programs, and communities of practice.

• Produce video tutorials, demonstrations, and presentations.

• Identify accounts prepared for additional purchases, add-ons, or higher tiers and present findings to Sales.

• Investigate the reasons institutions purchase, retain, or discontinue services, covering funding, procurement, decision-making, competition, and value proposition.

• Monitor the open education and edtech landscape, including competitors, funding changes, and policy developments.

• Conduct the annual CSAT survey from start to finish and utilize results to gauge NPS and comprehend customer engagement.

• Provide insights for pricing and packaging, including segment-specific willingness to pay.

• Collaborate with Sales and Marketing to develop and test the value proposition.

• Organize quarterly prioritization meetings with the UX/UI Designer and product owners.

• Record decisions, conflicts, and rationales; maintain decision logs and track deviations from established priorities.

• Follow up bi-annually on product choices and evaluate expected versus actual outcomes and user adoption.

• Update Sales and Marketing on completed work and its commercial implications.

• Support the client-facing aspect of launches alongside the Marketing team.

• Represent client interests on an Internal Committee and relay customer insights to Sales, Marketing, and Support.

• Act as the resident expert on customer activities, effective practices, innovations, projects, and milestones.

• Cultivate customer champions and highlight client achievements through webinars, conferences, blogs, and virtual communities.

⛳️ Requirements

• Bachelor's degree in Business, Education, Technology, Communications, or a related discipline.

• Over 5 years of demonstrated experience in customer success, account management, program or instructional support, institutional publishing, or a similar client-facing role within the technology or education sectors.

• Experience designing, conducting, and analyzing research with clients or users, including surveys and interviews.

• Exceptional written communication skills, with the ability to succinctly summarize decisions and the rationale behind them for those who were not present.

• Strong facilitation skills, including the capability to lead working sessions where differing opinions exist and to document those disagreements fairly.

• Excellent interpersonal, presentation, and collaborative abilities.

• Robust problem-solving skills and the capacity to manage multiple priorities and tasks with meticulous attention to detail.

• A genuine passion for education and the convergence of technology, learning, and knowledge sharing.

• Strong organizational and project management skills, with the ability to juggle multiple projects simultaneously and work collaboratively across teams.

• Analytical skills and experience utilizing data to prioritize and inform decisions and strategies.

• Proficiency in Google Workspace applications (Docs, Sheets, Slides, email, calendar, etc.).

• Previous experience with Pressbooks and/or other digital publishing platforms is a plus.

• Familiarity with Learning Management Systems is an advantage.

• Experience in academic publishing, instructional design, learning technology, open education, or related fields is desirable.

• Understanding of institutional software funding and procurement, particularly in higher education, is beneficial.

• Experience contributing to pricing, packaging, or willingness-to-pay analysis is a plus.

• Familiarity with customer journey mapping is a bonus.

• Knowledge of survey research design, execution, and large-scale analysis is advantageous.

• Familiarity with Hubspot, Zendesk, CRM, and/or customer support systems is a plus.

🏝️ Benefits

• 4-day workweek, with Fridays off.

• 4 weeks of vacation and time off during the December holidays.

• Comprehensive health care, inclusive of dental and vision.

• 24/7 telehealth services.

• Employee assistance program covering legal, financial, and career support.

• Technology allowance.

• Wellness allowance.

• Book allowance.

• Internet allowance.

• Home office allowance.

• Group RRSP.

• Memberships to various discount platforms.

• Occasional travel 1 to 4 times annually to attend conferences, meet clients, and participate in meetings and work sessions with the Pressbooks team.