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Faculty Support Account Manager

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Job Details

Location: 2020 SW 4th Ave #150, Portland, OR 97201, USA Posted: Feb 04, 2021

Job Description

Faculty Support Account Manager
Location:
Portland, OR
Department Summary:

The Problem: The entire education landscape is undergoing tremendous change. Tuition costs have skyrocketed, course offerings have grown and increasingly gone digital, and the gap between the skills required to land a job and skills provided by college courses is widening. For students, navigating the path of choosing colleges, scholarships, courses, supplemental learning aids, internships, and ultimately a career, is nothing short of daunting. For Faculty, concerns about academic integrity and protecting intellectual property (as students turn more and more to digital solutions) are at an all-time high.

The Opportunity: Build a team dedicated to supporting and partnering with university faculty in our mutual goal of improving student learning outcomes.

The Organization: The Faculty Support Team (within Chegg’s Customer Service organization) is responsible for ensuring that Chegg faculty are provided the best service experience. We aim for transparency, simplicity and convenience.

Job Summary:

The Role : In your role as Faculty Support Account Manager, you will lead and develop a team of customer support professionals who serve as the primary contacts for academic integrity and content management requests as well as faculty onboarding. You focus will be on faculty as an ally in student learning outcomes and play a central role in directing the future of the faculty product experience. You will play a valuable role in contributing to tactical faculty success initiatives.

In this role ... The faculty support manager will foster relationships with university faculty leveraging data, analytics, and feedback to drive support operations, as well as feed into faculty onboarding, retention and product road map. You will be involved in all aspects of support while expanding into account management, and product partnerships.

The Faculty Account Manager has expert knowledge of faculty and university operations, customer support trends, and product best practices, mentors others, and effectively communicates to set support strategy and direction; collaborates with leadership across multiple functions, and ensures successful strategy realization.

  • Understand faculty goals and analyze health metrics of faculty support operations.
  • Represent the voice of the faculty to infuse academic integrity into our core product, marketing and sales processes
  • Collaborate with product and engineering teams to infuse feedback from faculty into our product solutions.
  • Provide insights to faculty to ensure that they get the most out of the platform with the aim of helping grow Chegg’s partnerships with faculty and administrators in partnership with our Academic Relations team.

Experience and Qualifications:

  • 5+ years customer success or account management experience in a SaaS or software company.
  • Proven track record of working in a customer facing role and previous call center experience
  • Experience in a technical, product or customer success role that required close interaction with engineering
  • You should have experience building meaningful business relationships, driving significant performance results, and executing newly sponsored initiatives in an ever-changing environment. Program or Project management experience preferred.
  • Excellent communication skills are required.
  • BA/BS or relevant work experience in place of degree required
  • Relevant B2B experience preferred

Why do we exist?

Students are working harder than ever before to stabilize their future. Our recent research study called State of the Studentshows that nearly 3 out of 4 students are working to support themselves through college and 1 in 3 students feel pressure to spend more than they can afford. We founded our business on provided affordable textbook rental options to address these issues. Since then, we’ve expanded our offerings to supplement many facets of higher educational learning through Chegg Study, Chegg Math, Chegg Writing, Chegg Internships, Thinkful Online Learning, and more to support students beyond their college experience. These offerings lower financial concerns for students by modernizing their learning experience. We exist so students everywhere have a smarter, faster, more affordable way to student.


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Chegg Israel: http://insider.geektime.co.il/organizations/chegg

Thinkful ( a Chegg Online Learning Service) : https://www.thinkful.com/about/#careers

Chegg out our culture and benefits!

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Chegg is an equal opportunity employer
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About Chegg

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