Amplify · 1 day ago
Manager, Strategic Support
United States
Full-time
Remote
Mid, Senior Level
$80K/yr - $85K/yr
3+ years expAmplify is a pioneer in K–12 education, leading the way in next-generation curriculum and assessment. The Strategic Customer Support Manager leads a team dedicated to meeting customers' technical needs while developing processes and resolving critical issues to ensure seamless implementations and effective communication across teams.
EdTechEducationHigher Education
Responsibilities
Provide high-touch, premium service to high-level strategic accounts, ensuring their complex needs are met with precision
Identify and resolve process gaps to develop traceable, scalable solutions that enhance the customer journey
Partner with senior management and cross-functional teams to execute new initiatives, such as Ready For School (RFS) training, and ensure all supporting documentation is in place
Lead communications during software outages, acting as the primary link between Strategic Services and the Product, Engineering, and Marketing teams
Monitor analyst performance to proactively identify, document, and address areas for improvement through continuous coaching and product knowledge training
Conduct regular 1-on-1s and timely performance reviews for full-time employees to foster professional growth
Cultivate a cohesive and inclusive team environment that promotes best practices and high engagement
Oversee the completion of all mandatory training initiatives and manage administrative duties, including timecard approvals and overtime monitoring
Monitor daily case volumes and account-specific spikes to ensure balanced workloads and efficient resource allocation
Analyze team-level data and incoming case trends to drive performance improvements and inform other departments of shifts in customer behavior
Assist agents in crafting accurate, high-quality responses to complex customer inquiries
Serve as the point of contact for high-level escalations, collaborating with Customer Success, Sales, and Product Owners to resolve issues and lead de-escalation efforts
Qualification
Required
Bachelor's Degree or equivalent, proven experience
3+ years of service or experience in handling strategic accounts/Tier 1 + Accounts
Ability to provide and receive constructive performance insights
Product- or industry-specific knowledge
Excellent written and oral communication skills
Proven ability to manage a team, including conflict resolution
Alignment with company values and mission
Strength in data-driven communication and decision-making
Experience aligning metrics cross-functionally and telling compelling data stories
Preferred
Salesforce and Google Suite Experience
3+ years managing a team
1+ years of technical support
Experience in the Edtech field
Benefits
401(k) plan
Stock options
Competitive health insurance and mental health options
Basic life insurance
Paid time off
Parental leave
Access to best-in-class development programs
Company
Amplify
A pioneer in K–12 education since 2000, Amplify is leading the way in next-generation curriculum and formative assessment.
1001-5000 employees
Funding
Current Stage
Late StageTotal Funding
$215MKey Investors
Cox Enterprises
2023-05-23Series C
2021-10-26Series Unknown· $215M
Leadership Team
Nathan Potter
Senior Vice President Engineering
Philipp Legner
VP of Mathigon
Recent News
Google Patent
2024-11-02
Company data provided by crunchbase