Job Description

IDEO U Customer Success Manager

This role will be remote eligible with a home base of San Francisco that will require travel to IDEO U gatherings an expected 2-4 times a year.

Job Description

In a nutshell

IDEO U is an online school that equips learners with skills, mindsets, and tools to help them stay relevant and adaptive in our modern world.

We're part of IDEO, an award-winning global design firm that takes a human-centered, design-based approach to help organizations innovate and grow. IDEO U was created to teach the methods we have practiced for decades and to help individuals, teams, and organizations across the globe become more resilient, creative, and innovative. We are looking for a Customer Success Manager to join our team and help us support our learner and client communities across products and evolve our support ecosystem.

Why this role is important

The IDEO U “Courses” and “Sprints” teams’ purpose is to create a delightful experience that enables each learner to work in new ways, make new connections, and reach new goals more quickly and effectively, and inspire teams to tackle their hardest challenges creatively by transforming how they work together.

The Customer Success Manager will be a critical part of the Product team supporting thousands of learners and clients across multiple products while being a strong advocate internally on cross-functional projects. The Customer Success Manager will be a Product expert on the team and will provide guidance, education, and product training whenever needed and champion the support feedback loop to key team members in an effort to optimize the learning experience. This is a highly collaborative role; you'll leverage data to spot opportunities to improve the experience for learners and clients while working together with internal teams to explore new ideas and implement solutions.

Once here you will focus on

IDEO U Sprints enterprise client success and support - 80%

• Supporting our enterprise client experiences via video call and email with course selections, invoicing, enrollment, scheduling, escalated technical support, etc.
• Developing and maintaining systems to track and manage client success
• Ensuring customer satisfaction and retention across a broad range of client and challenge types
• Collaborating with the Sprints' sales, product, and learning experience teams to identify and develop new experiences and workflows that improve the client experience while creating efficiencies
• Identifying and connecting client needs to product and service offerings and resources across IDEO
• Maintaining and improving support workflows and knowledge resources
• Managing third party support team, resources, and workflows

IDEO U course learning experience and support - 20%

• Managing third party support team and workflows
• Resolving escalated support tickets
• Maintaining and improving support resources
• Learner advocacy and providing insights to cross-functional teams in order to improve the learning experience

Relevant experience, skills, and mindsets

• 5+ years of experience in a customer-facing role, EdTech experience preferred
• Strategic communicator, with the ability to interact and connect with many types of personalities and articulate the value of a product to potential customers via phone and email
• Experience managing teams and/or projects, particularly where team empowerment is key to the success of project goals or outcomes. This can be a formal leadership role, or an informal role requiring you to influence without authority.
• High degree of digital fluency and comfortable with using different web-based tools and platforms. Bonus points if you are proficient in Zendesk or comparable customer success software as well as GSuite, Slack, Zoom, Asana, or other task management tools
• Active listener who can think critically to determine customer needs and provide appropriate solutions.
• A people-first mindset that is able to empathize with customers and focused on delivering an exceptional experience.

Learn about IDEO U

• IDEO U website
• More on IDEO U

What does IDEO offer you?

IDEO is a place unlike any other. It’s a place where you can solve diverse, complex challenges for our clients or the organization, alongside thoughtful, intelligent individuals who lead with curiosity, empathy, and optimism. Sure we work hard, but we also intentionally craft moments that allow our community to pause, create, and connect. We encourage our community to bring their whole selves to work, respect the need for work-life balance, and allow for autonomy in the design process and your career.

How to Apply

For your application to be considered, please submit a cover letter, resume, and two writing samples. In your cover letter, please share with us why you’re interested in IDEO U, and the education and learning space. For the two writing samples, please submit one long form article and one short form (e.g. advertising copy) . We’re looking forward to reading your application!

Commitment to Diversity

At IDEO, we are committed to the work of advancing diversity, equity and inclusion within our organization and in the world. Our purpose of having disproportionate, world-changing impact through design is directly connected to our ability to bring many different perspectives to the table. This applies to our candidates, the people we hire, the clients and customers we serve, and the communities we learn from in our research.

As a human-centered organization, we are committed to working with and designing for people of every race, ethnicity, gender identity, sexual orientation, age, socio-economic status, physical ability or attribute, religion, national origin, or political belief. We recognize that this commitment requires ongoing work and sustained attention, as well as adaptation to new insights and best practices.

Equal Opportunity Employer

IDEO is an equal opportunity employer; applicants are considered for all roles without regard to race, color, religious creed, sex, national origin, citizenship status, age, physical or mental disability, sexual orientation, marital, parental, veteran or military status, unfavorable military discharge, or any other status protected by applicable federal, state or local law.