The newly created Customer Lifecycle Strategy Manager is the company-wide expert responsible for developing a best in class customer experience by driving cross-functional projects related to the Customer Journey. You will collaborate with stakeholders across the company to ensure we are providing the best possible customer experience with everything we do, down to the most detailed of processes and systems. You’ll manage projects and complete tasks related to the Customer Journey including coordinating reporting, reviewing milestones and quality gates as well as enablement throughout the organization as new versions of the Journey are developed. You’ll also be responsible for anticipating potential issues and blockers, facilitating resolution, and communicating updates to various stakeholders. Reporting to the Manager of Customer Success Strategy, you’ll work closely with Customer Success, Customer Support, Sales, and Marketing to outline a detailed process roadmap to capture and enhance the customer’s experience.
Why You’ll Love This Role
The first of its kind at Newsela, the primary goal of this role first and foremost is to make the customer experience best in class. You’ll have the opportunity to influence key decisions and processes, while gaining significant exposure across the organization including collaboration with our executive team, particularly our Chief Customer Success Officer. This role combines the best of both worlds -- high level strategic planning mixed with optimizing and enhancing key processes and systems that support our customers across every team. You’ll get to leverage your creativity to build efficient, innovative new processes that will enable Newsela to scale and expand our reach, ultimately bringing engaging, culturally responsive learning content into the hands of K-12 students and teachers nationwide.
Why We’ll Love You
With 4+ years of project management experience in a sales or customer success organization, you are an expert in taking a large and open-ended task and turning it into an actionable project plan, with data measures to inform future decision-making and track success. You’re an excellent written and verbal communicator who is able to work cross-functionally to manage customer journey projects, interpret and summarize needs while keeping customer experience at the heart of everything. You’re experienced with project management tools (i.e. Monday.com), and always ground your decisions in data. While not required, experience using Gainsight, Salesforce (SFDC), and Looker (or other comparable reporting tools) are all nice to have.
One of the fastest growing tech companies in K-12 education, Newsela was founded on the principle that while every child may have unique learning preferences, they all deserve a rich learning experience that ignites a love of learning. We built our platform based on learning science research to deliver the most engaging, authentic content to modernize how teaching happens in the classroom. Along with interactive assessments and tools, we provide teachers with digital content at five reading levels -- from +100 of the best sources -- that is relevant to the diverse backgrounds and interests of their students. Since we started in 2013, we’ve established a presence in 90% of U.S. K-12 schools and over 2.5M teachers and 37M students have registered with Newsela.