Director, Customer Success - Mid/Southwes

zSpace is the leading evidence-based augmented/virtual reality (AR/VR) platform providing innovative hands-on, experiential learning to improve achievement in career exploration, science, math and career and technical education credentialing. Over 4,000 school districts, technical centers, community colleges and universities use zSpace to provide equitable access to instruction for millions of learners preparing for success in college and careers.

The Director, Customer Success will play a key role in the design, delivery, and monitoring of customer implementation, adoption, technical training, and professional development. They will ensure that educators can maximize the impact of zSpace hardware, software, educational content, and services. This role is eligible for targeted commissions.

The role works closely with the zSpace Sales Organization to refine zSpace’s approach to implementation, adoption, and customer success management. This will require excellent relationships with district and school leaders, as well as strong internal relationships with Regional Directors, Service Providers, and other key stakeholders. Most importantly, they will help thousands of educators and students utilize a solution that provides great value and unparalleled learning opportunities.

As an integral member of our Education Team, you will be asked to create, contribute, and own components of the educational product, including content and services. You will gather and receive customer feedback on the application and content offering, including Online PD and other web resources. This requires a combination of organizational skills, relationship management, a service orientation, and entrepreneurship. Just as important, are tremendous communication skills and independent motivation.

Job Responsibilities

Position to include, but is not limited to the following responsibilities

Customer Success

• Being responsible for the initial zSpace teacher experience, focus on evolving efforts and programs that promote teacher success
• Spend time with customers to understand their needs related to new technology integration and zSpace implementation
• Communicate customer feedback to product teams to influence future product development
• Lead customer visioning efforts, curriculum integration, and customer success programs at key customer sites
• Provide professional development at key customer sites
• As part of the Customer Success Team, create on-site programming and update programming as new products are released
• As part of the Customer Success Team, design, manage, deliver, and monitor Online Professional Development for customers, partners, and internal stakeholders.
• Collaborate with product and marketing teams to develop collateral and media for the programs to ensure they carry the vision of zSpace into their training sessions and are effective in program delivery
• Provide ongoing support and training to PD providers
• New product training
• Regular phone and web meetings to receive and provide feedback on program delivery
• As part of the Customer Success Team, support the development of Educational Content
• Write and edit lessons plans, worksheets and answer keys
• Research and provide analysis to education team to support the development of a strategic plan for zSpace learning curriculum in K-12, Career & Technical Education, and as needed, in Higher Education
• Support zSpace educators and Subject Matter Experts to create content for zSpace learning applications and partner applications, as needed

Account Management

• Direct all aspects of the implementation process, adoption, and expansion planning for schools and districts.
• Communicate consistently with district leaders to ensure the ongoing use of zSpace, gather feedback, share new features, and address challenges.
• Identify risks that may impact the success of zSpace within the district and proactively determine mitigating actions necessary to resolve issues.
• Collaborate with others on the Education Team to develop innovative ways to leverage technology to communicate and support all users.
• Work collaboratively with Sales, Product, and Engineering teams, communicating observations and feedback to help inform future product development efforts.
• Develop and manage strategic adoption plans for assigned customers, outlining gaps in expectations and action plans to fill such gaps.
• Collaborate with Regional Directors and Sales Operations to support the success of the customer from inception to renewal and expansion.

Requirements (Skills, Knowledge, Abilities)

• 5 plus years of demonstrated success as a customer advocate and problem solver, ideally within an education or high tech company.
• Ability to travel up to 50%
• Proven track record as a thought leader in defining processes and solutions to address critical problems and strategic initiatives.
• Pattern of acting as a change agent who identifies new opportunities and accelerates team success.
• Open communicator who collaborates and works effectively across organizational boundaries.
• Proven ability to partner with product, support, engineering, and sales to reach a collective goal.
• A track record of driving complex initiatives and strong project management skills.
• Comfortable and effective working in an environment that is rapidly changing and requires influence to achieve objectives.
• Ability to be successful in an environment where critical resources are geographically disparate and shared across multiple business units and strategic initiatives.
• A bachelor’s degree with a multiple subject teaching credential or credential/certification in science, math, and/or CTE for grades K-12, is preferred. Ideally with classroom teaching experience and/or curriculum development experience preferred.

Job Type: Full-time

Pay: $90,000.00 - $110,000.00 per year

Benefits

• 401(k)
• 401(k) matching
• Dental insurance
• Employee discount
• Flexible spending account
• Health insurance
• Health savings account
• Life insurance
• Paid time off
• Tuition reimbursement
• Vision insurance

Application Question(s)

* This position will be supporting the Mid/Southwest sales region; what state do you currently live in?

Willingness to travel

* 50% (Required)

Work Location: Remote