Customer Experience Lead

Vaga não está no LinkedIn

🕒 Setembro 17

🇨🇦 Canadá – Remoto

⏰ Tempo Integral

🟠 Sênior

💝 Suporte ao Cliente

👻 Score fantasma 12%

O que significa: quão provável esta vaga está aberta sem contratação ativa.Como ler: 60% ou mais significa que achamos que é uma vaga fantasma. Pontuações mais baixas preocupam menos.Como pontuamos: tempo em aberto, republicações, vagas abertas vs tamanho do time, rapidez para fechar vagas, e se o salário está divulgado.Observação: é uma estimativa de dados públicos, não um julgamento da empresa. Vagas reais podem ter pontuação alta, então use como uma dica, não como um fato.

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Pressbooks

SiteLinkedInTodas as Vagas

11 - 50 funcionários

🛍️ Comércio Eletrônico

📚 Educação

eCommerce • Education

A Pressbooks é um software simples de produção de livros, desenvolvido para a web, que permite criar livros interativos para a web, PDFs para impressão e e-books em uma única plataforma. Os usuários podem escrever novos conteúdos ou importar manuscritos existentes, escolher temas de design e exportar para vários formatos. A plataforma também oferece suporte a recursos educacionais abertos (OER) e iniciativas de livros didáticos abertos amplamente adotadas por universidades. Além disso, a Pressbooks oferece planos Enterprise personalizados para instituições acadêmicas.

Descrição

• Build and grow client publishing programs with network managers • Engage with authors, promote publishing on campus, design program structures, and set aligned goals • Take handoff from Sales after client onboarding and maintain client relationships • Conduct client check-ins and flag accounts crossing intervention thresholds to Sales and Support • Deliver customer-success programs through training, webinars, workshops, pilots, and communities of practice • Create video tutorials, demos, and presentations • Identify accounts ready for additional buy-ins, add-ons, or larger tiers and provide evidence to Sales • Research why institutions buy, stay, and leave, including funding, procurement, decision-making, competition, and value proposition • Track the open education and edtech sector, including competitors, funding shifts, and policy changes • Run the annual CSAT survey end to end and use results to measure NPS and understand customer usage • Provide evidence for pricing and packaging, including willingness to pay by segment • Develop and test the value proposition with Sales and Marketing • Convene quarterly prioritization sessions with the UX/UI Designer and product owners • Document decisions, disagreements, and reasoning; maintain decision records and report drift from agreed priorities • Follow up twice yearly on product decisions and assess expected versus actual outcomes and adoption • Brief Sales and Marketing on shipped work and its commercial implications • Contribute the client-facing side of launches alongside Marketing • Advocate for clients on an Internal Committee and share customer insights with Sales, Marketing, and Support • Serve as resident expert on customer activities, effective practices, innovations, projects, and milestones • Develop customer champions and showcase client successes through webinars, conferences, blogs, and virtual communities

🎯 Requisitos

• Bachelor’s degree in Business, Education, Technology, Communications, or a related field • 5+ years of proven experience in customer success, account management, program or instructional support, institutional publishing, or a similar client-facing role in the technology or education sector • Experience designing, running and reporting on research with clients or users, whether surveys, interviews, or both • Excellent written communication, including the ability to summarize a decision and the reasoning behind it so that someone who was not in the room can follow it • Facilitation skills, including the ability to run a working session where capable people disagree and to record that disagreement fairly • Excellent interpersonal, presentation, and collaboration skills • Strong problem-solving skills and the ability to manage multiple priorities and tasks with great attention to detail • A passion for education and the intersection of technology, learning, and knowledge-sharing • Strong organizational and project management skills with the ability to handle multiple projects simultaneously and collaborate cross-functionally with other teams • Analytical skills and experience using data to set priorities and inform decisions and strategy • Proficiency with Google Workspace applications (Docs, Sheets, Slides, email, calendar, etc.) • Prior experience with Pressbooks and/or other digital publishing platforms is nice to have • Prior experience with Learning Management Systems is nice to have • Prior experience in academic publishing, instructional design, learning technology, open education, or related domains is nice to have • Familiarity with institutional software funding and procurement, particularly in higher education, is nice to have • Experience contributing pricing, packaging or willingness-to-pay evidence is nice to have • Experience with customer journey mapping is nice to have • Familiarity with survey research design, execution, and analysis at scale is nice to have • Familiarity with Hubspot, Zendesk, CRM, and/or customer support systems is nice to have

🏖️ Benefícios

• 4-day work week, with Fridays off • 4 weeks of vacation and time off during the December holidays • Extended health care, including dental and vision • 24/7 telehealth services • Employee assistance program (legal, financial and career) • Tech allowance • Wellness allowance • Book allowance • Internet allowance • Home office allowance • Group RRSP • Memberships to discount platforms • Periodic travel 1 to 4 times per year to attend conferences, meet with clients, and join meetings and work sessions with the Pressbooks team