Program Manager - Product Engagement and Customer Advocacy

The Role 

As a Customer Success Program Manager, you will play a crucial role in ensuring the successful onboarding and implementation of Pear Assessment’s Data Studio product. You will work closely with district administrators to understand their data needs, guide them through the setup process, and provide ongoing support to maximize the product’s impact.This role involves working in shifts to cater to our US clients.

Key Responsibilities

• Onboarding & Implementation: Partner with district administrators to understand their specific data requirements, including academic (e.g., state summative, interim benchmark, diagnostic test, formative test) and non-academic data (e.g., attendance, behavior, risk scores, demographics, and roster). Facilitate the integration of this data into the Data Studio.
• Reporting & Decision Support: Educate admins on the various reporting capabilities of Data Studio and demonstrate how these reports can be utilized for key decision-making to improve student outcomes.
• Proactive Support: Follow up with administrators regularly to identify and resolve any obstacles, driving the adoption and effective use of the Data Studio product.
• Collaboration: Work closely with Product Management and Engineering teams to prioritize and address customer needs, ensuring continuous improvement of the product.

Key Skills

• Data & Analytical Skills: Strong ability to understand and analyze K12 assessment data, providing valuable insights to administrators and teachers.
• Proactive Communication: Excellent communication skills with a proactive approach to managing multiple clients and resolving issues.
• K12 Education Understanding: In-depth knowledge of the US K12 education system, including the types of academic and non-academic data used for assessments and reporting.

What You'll Do

• Drive Adoption & Retention: Support administrators and teachers in engaging with and effectively using Pear Assessment Data Studio, aiming to drive adoption, activation, and retention.
• Technical Support: Manage escalations and provide empathetic support for technical issues, ensuring high customer satisfaction.
• Training & Best Practices: Deliver online training sessions, create how-to videos, and help section articles to increase teacher adoption and activation. Share best practices within the educator community.
• Process Improvement: Continuously identify areas for process improvement and lead initiatives to enhance team efficiency and customer experience.
• Collaboration & Feedback: Collaborate with Product, Project Management, and Engineering teams to ensure effective escalation and resolution of issues. Share customer feedback to align product development with user needs.
• Customer Advocacy: Identify and nurture customer advocates, building a strong customer community and ensuring their voices are heard within the organization.

Who You Are

• Startup Mindset: Flexible, collaborative, and always eager to learn and try new ideas. Comfortable in a dynamic, fast-paced environment.
• Excellent Communicator: Strong relationship-building and problem-solving skills demonstrated in previous customer-facing roles.
• Shift Flexibility: Willingness to work in shifts to cater to our US clients.
• Process-Oriented: Ability to build and scale support processes while maintaining a high level of customer satisfaction.
• Technical Aptitude: Familiarity with web-based products and tools like Google Docs and Spreadsheets with Data retrieval and analysis skills (e.g., spreadsheets, SQL).
• Educator Background: Experience as an educator, trainer, or business analyst is beneficial.