Manager Of Customer Service

Newsela New York , NY 10007

Posted 2 months ago

The Role:

As the Manager of Customer Support Operations, you will lead the Customer Support team's efforts in ensuring that technical support is provided to our customers. Your goal is to make sure that all efforts are geared towards maintaining a high rate of customer satisfaction and ensuring that all SLA requirements of support are met through the customer lifecycle.

This means you'll be developing efficient policies, procedures, and standards to enable the best customer support possible. You will lead, hire, and train the Customer Support team to provide excellent customer support for educators who are learning how to use the Newsela platform.

Why You'll Love This Role:

You get to use your skills in leadership and customer support to directly affect the experience of hundreds of teachers using Newsela to jumpstart their students' education. Your work will minimize downtime for Newsela in schools, set educators up for success by making sure they have the resources and technical help they need, and gather important feedback to contribute towards making improvements in the Newsela ecosystem. You will also strive to continually improve the overall customer facing operations by building a strategic vision of our support pages and through your ability to lead and influence others.

Why We'll Love You:

You have 2+ years successfully leading small to medium customer support teams and working on improving and developing customer operations procedures. You have a strong understanding of how a SaaS company works and have led cross-functional customer facing teams through high growth.

You are someone who uses data to identify trends in support issues and can advise on creative methods for quickly and effectively handling support issues. You are comfortable working across departments to advocate for the customer and improve on the overall experience of the customer with all aspects of Newsela. You thrive in a fast paced, ambiguous, ever-changing environment; and you can fail fast, iterate, and drive results that exceed expectations.

About Newsela:

Newsela is an Instructional Content Platform that combines engaging, leveled content with integrated formative assessments and insights to supercharge engagement and learning in every subject. Students and teachers use Newsela to find digital content from 100+ of the best sourcesfrom National Geographic to NASA, to Encyclopedia Britannica, the Washington Post to the Wichita Eagle.

Content is instructionalized to meet students where they are, with interactive tools and analytics to take them where they want to go. Newsela has become an essential solution for schools and districts, with a presence in over 90% of U.S. K-12 schools. Newsela is the content platform for the connected.

icon no score

See how you match
to the job

Find your dream job anywhere
with the LiveCareer app.
Mobile App Icon
Download the
LiveCareer app and find
your dream job anywhere
App Store Icon Google Play Icon

Boost your job search productivity with our
free Chrome Extension!

lc_apply_tool GET EXTENSION

Similar Jobs

Want to see jobs matched to your resume? Upload One Now! Remove
Product Line Sales Manager Customer Service Management (Csm)


Posted 1 week ago

VIEW JOBS 1/9/2020 12:00:00 AM 2020-04-08T00:00 Product Line Sales Manager – Customer Service Management (CSM) Location(s): Waltham, MA/New York, NY ServiceNow is changing the way people work. With a service-orientation toward the activities, tasks and processes that make up day-to-day work life, we help the modern enterprise operate faster and be more scalable than ever before. We're disruptive. We work hard but try not to take ourselves too seriously. We are highly adaptable and constantly evolving. We are passionate about our product, and we live for our customers. We have high expectations and a career at ServiceNow means challenging yourself to always be better. The CSM Sales Executive will be responsible for market success of ServiceNow's new Customer Service Management product. This product is built on ServiceNow's market leading Service Management platform and applies service management discipline to improve an organizations service relationships (NPS) with its customers through a 360 degree improvement in customer service processes. You will be responsible for communicating the CSM value proposition to prospects. You will develop a strong partnership with your designated Account Executives and Solution Consultant to provide a comprehensive and compelling message to Customer Service leaders across all industries within your region. You will focus on targeting your CSM message to specific customer needs and will focus on being a trusted advisor to our community of CSM customers. What you get to do in this role: * Be the voice of the customer and of regional sales teams * Work closely with designated sales teams to ensure understanding of customer needs and drive quality interactions and outcomes * Communicate competitive intelligence and activity to manager and BU to ensure we keep ahead of opportunities, obstacles, challenges and red flags that may hinder ServiceNow from capturing key customer accounts * Work closely with sales teams to accelerate opportunities by meeting directly with customers to provide comprehensive product and industry insight * In partnership with assigned Account Executive and Solution Consultant, present our CSM solution directly to prospects, customers and at industry events and seminars * Support the regional ServiceNow partner channels to drive an effective customer experience * Articulate customer success strategies (and losses) to the field in order to streamline and standardize CSM solution presentations and value proposition. * Become a trusted advisor to our community of customers In order to be successful in this role, we need someone who has: * 15+ years of solution and service based sales experience within a CRM solution provider (SAP,, Oracle, Microsoft) or related high technology business environment. * A strong understanding of CRM market and Customer Service related business processes. * Willingness to do whatever it takes to win in the market against stiff competition. * Ability to communicate complex issues in simple terms via written and oral media. * Ability to forge strong business relationships and connect with both C-level execs at customers as well as with individuals in ServiceNow internal and external eco-system. * Works well in a Team Environment. * Bachelor's Degree in business, marketing or related discipline preferred. * Travel required. We provide competitive compensation, generous benefits and a professional atmosphere. This is a very collaborative and inclusive work environment where individuals strong on aptitude and attitude will have an opportunity to grow their professional careers through working with some of the most advanced technology and talented developers in the business. Servicenow New York NY

Manager Of Customer Service