Director, Client Success

Description

ABOUT UNBOUNDED

UnboundEd empowers educators to eliminate the predictability of student outcomes by race, language, and socioeconomic status through evidence-informed, engaging, affirming, and meaningful grade-level instruction—so all students succeed academically. As the nation’s largest equity-focused professional learning organization, we provide professional learning products and services to hundreds of thousands of educators nationwide. 

UnboundEd is a passionate team of former teachers, district and school leaders, curriculum writers, and education experts united by the desire to see every student thrive. We walk alongside educators on their professional learning journey, helping them cultivate the mindsets, knowledge, and skills to deliver equitable, effective instruction. In 2023, UnboundEd joined forces with Pivot Learning and CORE Learning to expand our offerings and drive long-needed changes in instruction, especially in the highest-need schools.

ROLE SUMMARY

Reporting to the Vice President of Strategic Partnerships, the Director, Client Success will be a trusted advisor and dedicated coach to assigned accounts, collaborating closely with school and district leaders to support their implementation and operationalization of the mindsets, skillsets, and toolsets gained during training with UnboundEd. By leveraging exceptional customer focus, deep program knowledge, exceptional facilitation, and implementation experience, you will seek to understand their unique needs and challenges, develop tailored tools and strategies to help them overcome those challenges, and drive student success to maximize the training impact and value; and ultimately support sales team revenue.

UnboundEd is a virtual organization, and this employee can work from anywhere in the United States. UnboundEd has core business hours when we expect all staff to be available from 9 a.m. to 5 p.m. local time and 30% travel is required.

ESSENTIAL RESPONSIBILITIES

Essential responsibilities for this position include, but are not limited to:

Team Leadership: Build and lead a team to support partnership goals

• Lead a team of managers and specialists to create and execute implementation plans and experiences
• Maintain implementation records to track each assigned customer's progress, promote successes, and identify opportunities for improvement
• Lead the creation of new training courses, tools, and materials to support customers with high-quality action planning, implementation planning, and ongoing support

Customer Onboarding: Own the post-sale onboarding process for new customers

• Provide additional training, guidance, and support as needed
• Collect, analyze, and review participant data post-training; review results with customers and identify opportunities for ongoing engagement. 
• Connect customers with additional expertise (e.g., from the partnership or program team members) 
• Form new partnerships to extend, expand, or deepen the customer's ongoing satisfaction and success. Resolve any issues or concerns quickly, courteously, and professionally

Implementation & Planning Support: Lead and manage the creation of training, tools, and materials 

• Facilitate ongoing action planning and implementation support.
• Collaborate closely with the partnership directors to identify key customer assignments, meet each customer's needs and goals, and continually monitor their ongoing satisfaction and success

Other related duties and projects as assigned 

Requirements

MINIMUM QUALIFICATIONS

• Bachelor’s degree from an accredited college or university; Master’s degree or above preferred
• Five (5) years of experience in K-12 school or district leadership, designing and developing professional learning solutions; implementing school improvement or action plans with experience working with top-level administrators in person and virtual settings.

THE STRONGEST CANDIDATES WILL HAVE/BE:

• Commitment to UnboundEd’s organizational values
• Learning orientation and commitment toward diversity, equity, and inclusion
• Knowledge of urban school environments
• Humility and empathy for the equity issues clients face daily
• Deep knowledge of urban school environments, state receivership issues, and proven transformation processes to effectively turn around schools
• Ability to work independently and effectively in a virtual, remote environment and build strong relationships with colleagues and partners across geographies and time zones
• Willingness to work alongside a dynamic, highly collaborative, and vision-driven team
• Entrepreneurial spirit and ability to thrive in a fast-paced and changing environment
• Proficient use of Microsoft Office, Google-based applications, and online collaboration tools such as Slack

Benefits

BENEFITS AND COMPENSATION

UnboundEd offers competitive salaries commensurate with experience and education and a generous benefits package that includes take-as-you-need vacation time, group medical, dental, and vision plans, disability and life insurance plans, and an employer-sponsored 401K retirement plan with a 5% employer contribution and no vesting period. This exempt position has an annual compensation range of $105,900-$164,100.  UnboundEd bases compensation offers on relevant years of experience in relation to the position. Because of our strong commitment to equity and growth, UnboundEd does not negotiate compensation offers.