Brazil Customer Success Manager

ABOUT KHAN ACADEMY

Khan Academy is a fast-paced, nonprofit with the mission to deliver a free, world-class education to anyone, anywhere. Our proven learning platform offers free, high-quality supplemental learning content and practice that cover Pre-K12th grade and early college core academic subjects, focusing on math and science. We have over 155 million registered learners in 190 countries and 51 languages and are committed to improving learning outcomes for students worldwide, focusing on learners in historically under-resourced communities. For more information, please see research findings about Khan Academy and our press center.

OUR COMMUNITY 

Our students, teachers, and parents come from all walks of life, and so do we. Our team includes people from academia, traditional/non-traditional education, big tech companies, and tiny startups. We hire great people from diverse backgrounds and experiences because it makes our company stronger. We value diversity, equity, inclusion, and belonging as necessary to achieve our mission and impact the communities we serve. We know that transforming education starts in-house with learning about ourselves and our colleagues. We strive to be world-class in investing in our people and commit to developing you as a professional.

KHAN ACADEMY BRAZIL

Khan Academy Brazil aims to deliver a world class user experience to learners that is locally relevant with content, programs, and resources for teachers, schools, and districts. Our platform is a supplemental educational digital resource that offers interactive activities based on mastery-based learning for K-12 grades covering Math, Portuguese, and Science, all aligned to BNCC. We serve more than 6 million learners across our websites, apps and youtube channels and our goal is to scale the impact of our platform by focusing on partnerships with public districts in Brazil.

ABOUT THE ROLE

Khan Academy Brazil is seeking a Brazil Customer Success Manager who is excited to join a small team working on a big goal: helping districts implement Khan Academy to support student learning. In this role, we are looking for someone who enjoys working with new technologies to empower educators and drive student learning. Applicants should be ready and excited to translate the core skill set of customer success management to an education context and should be equally comfortable having conversations with district leaders and teachers about curriculum, instruction, and technology implementation in the classroom. Technical problem-solving, relationship management and relational intelligence, empathy for school leaders and teachers, and excellent communication are part of the  skill set for this role. 

Your key responsibilities: 

• Work with district leaders to plan, roll out, and implement Khan Academy, proactively identifying ways to increase reach, engagement, and efficacy of teachers and students with our programs
• Build capacity within the district for a scalable and sustainable implementation, structuring processes that consistently generate learning outcomes and analyzing qualitative and quantitative data to inform program improvements
• Navigate complex discussions with empathy and confidence, identifying nuanced customer needs and facilitating change management within the district to boost adoption of Khan Academy
• Identify and drive improvements to district success playbooks over time by testing new ideas, measuring results, and collaborating closely with team members of Khan Academy in Brazil and internationally
• Represent an in-depth perspective of educator & student needs throughout the organization

ABOUT YOU

What you bring:

• 5+ years of relevant work experience with 3+ years of classroom teaching experience or 2+ years of customer success, account management, or education-focused support experience
• Project management & prioritization experience and the ability to reliably execute and support several district accounts simultaneously and effectively
• Advanced collaboration skills to work with multiple teams simultaneously, knowing how to coordinate dependencies without needing formal authority
• Strong problem-solving skills and creative thinking to help district partners find ideal solutions
• Outstanding communication skills in multiple formats, including email, written documents, digital presentations, and verbal conversations
• Strong data analysis skills to work with qualitative and quantitative data, identifying trends, testing hypotheses, and drawing evidence-based conclusions
• Excellent organizational skills to manage multiple tasks concurrently, from start to finish, with great attention to details
• A high standard of professionalism and integrity, essential for handling sensitive information and making discretionary decisions
• Residency or willingness and ability to relocate to São Paulo, demonstrating flexibility and commitment to the role, and permission to work in Brazil
• Portuguese and English proficiency

You would be a great fit if you have:

• Experience working with public organizations and a deep understanding of teachers and districts and a clear passion for education
• Proficiency in Microsoft Office Suite, Google Suite, project management and productivity, and video recording and live video-conferencing tools
• Coaching skills

What is nice to have:

• Experience using Khan Academy in the classroom with students 

PERKS AND BENEFITS

We may be a non-profit, but we reward our talented team extremely well.

• Competitive salaries with great healthcare and life insurance benefits
• Flexible schedules and personal time off beyond regular vacations
• Professional development focus
• An exceptional team that trusts you and gives you the freedom to do your best
• The chance to put your talents towards a deeply meaningful mission and the opportunity to work on high-impact products that are already defining the future of education
• A kind and welcoming workplace with opportunities to connect through affinity, ally, and social groups

LEARN MORE

• Sal's TED Talks: 2023, 2015, 2011
• Our team:  http://www.khanacademy.org/about/the-team
• A glimpse of our content created: https://www.youtube.com/watch?v=QGLnIyop0P4

OUR COMPANY VALUES

Live & breathe learners. We deeply understand and empathize with our users. We leverage user insights, research, and experience to build content, products, services, and experiences that our users trust and love. Our success is defined by the success of our learners and educators.

Take a stand. As a company, we have conviction in our aspirational point of view of how education will evolve. The work we do is in service to moving towards that point of view. However, we also listen, learn and flex in the face of new data, and commit to evolving this point of view as the industry and our users evolve.

Embrace diverse perspectives. We are a diverse community. We seek out and embrace a diversity of voices, perspectives and life experiences leading to stronger, more inclusive teams and better outcomes. As individuals, we are committed to bringing up tough topics and leaning into different points of view with curiosity. We actively listen, learn and collaborate to gain a shared understanding. When a decision is made, we commit to moving forward as a united team.

Work responsibly and sustainably. We understand that achieving our audacious mission is a marathon, so we set realistic timelines and we focus on delivery that also links to the bigger picture. As a non-profit, we are supported by the generosity of donors as well as strategic partners, and understand our responsibility to our finite resources. We spend every dollar as though it were our own. We are responsible for the impact we have on the world and to each other. We ensure our team and company stay healthy and financially sustainable.

Bring out the joy. We are committed to making learning a joyful process. This informs what we build for our users and the culture we co-create with our teammates, partners and donors.

Cultivate learning mindset. We believe in the power of growth for learners and for ourselves. We constantly learn and teach to improve our offerings, ourselves, and our organization. We learn from our mistakes and aren’t afraid to fail. We don't let past failures or successes stop us from taking future bold action and achieving our goals.

Deliver wow, We insist on high standards and deliver delightful, effective end-to-end experiences that our users can rely on. We choose to focus on fewer things — each of which aligns to our ambitious vision — so we can deliver high-quality experiences that accelerate positive measurable learning with our strategic partners.

HOW TO APPLY

• Attach your resume or Linkedin URL in the space provided below. 
• Please address the below-mentioned task and attach your response in the space provided below.

TASK

Describe one challenge you have faced while managing a distressed customer, your solution, and the results achieved. Please limit it to a one-pager.

We are committed to equal employment opportunity regardless of race, color, ancestry, religion, sex, gender, gender identity or expression, national origin, sexual orientation, age, citizenship, marital status, disability, or Veteran status. We value diversity, equity, and inclusion, and we encourage candidates from historically underrepresented groups to apply.