Discovery Education builds strategic partnerships with school districts to transform teaching and learning through the implementation of engaging standards-based K-12 digital curriculum, delivery of intensive professional development, and engagement within the global community. The Customer Experience team plays a critical role in achieving our goals of providing the best customer experience in education and demonstrating the educational impact needed to retain and grow our district partnerships.
The Director, Customer Success is the primary post-sale point of contact for assigned Discovery Education’s largest partners, responsible for managing the seamless integration and driving deep usage of Discovery Education services. The Director builds strong and productive relationships with districts, facilitates effective internal and external activity & communication, and clearly demonstrates the educational impact of Discovery Education’s services.
The Director brings together district stakeholders from Discover Education’s largest districts to define district goals and metrics for success in order to inform strategic plans. The plans cover the functional, technical and operational tactics related to Discovery Education’s services as well as broader strategies covering user management, stakeholder communication, professional development, instructional usage, community and in-person events. The Director coordinates all internal team activity and works across the district to bring the plan to life, continually assesses the progress of the partnership, and makes adjustments and recommendations as necessary to achieve the goals.
1. Stakeholder Relationship Management – Build and nurture productive connections with key stakeholders within Discovery Education’s largest partner districts to achieve and continue to build upon successes
2. Strategic Planning and Execution – Develop and execute plans that achieve service integration and professional development delivery goals
3. Data-Driven Progress Tracking and Usage Stimulation – Run reports, analyze and monitor usage and engagement metrics regularly, and use data to inform plans and recommendations
4. On-going Partnership Support – Sustain momentum and satisfaction with all aspects of the partnership
5. Contract Management – Deliver scope of work on-time, on-budget, and demonstrate impactful results
Stakeholder Relationship Management
6. Build relationships with large district stakeholders in all departments that impact implementation such as Curriculum & Instruction, Communications, Instructional Technology, and Accountability
7. Understand the needs, motivations, and visions of stakeholders and proactively respond with solutions that advance their goals
8. Identify and make meaningful connections between district stakeholders and relevant members of the Discovery Education team
9. Communicate frequently and productively with key stakeholders to make them aware of successes, opportunities and issues as well as value-added programs
10. Nurture relationships to maximize customer satisfaction and encourage brand advocacy
Strategic Planning and Execution
11. Work with district to define partnership goals, metrics, and other KPIs to evaluate progress quantitatively and qualitatively
12. Detail potential user management, professional development, and communications options for the partner and consult with them to select options that best meet their goals
13. Work across internal teams (including Professional Development, Community Engagement, Renewals and Partnerships) to develop and implement comprehensive and innovative partnership plans that integrate digital content and curriculum, professional development, community-building, user management, research & evaluation, communications, press & media, and Discovery events and talent appearances
14. Act as point-of-contact to define and coordinate all internal activity, manage timelines to deliver upon district plans and control the quality of all key deliverables to exceed district standards
15. Organize partnership implementation meetings with key internal and external stakeholders to align teams, clarify goals, review progress, resolve challenges, demonstrate impact and celebrate success
16. Identify potential ways to grow the partnership based on district goals and communicate opportunities back to the partnerships team
Data-driven Progress Tracking and Usage Stimulation
17. Set up processes, systems, and teams to measure progress towards partnership goals
18. Run reports and analyze metrics related to including usage, professional development, student performance, teacher confidence, and instructional work to understand progress and inform usage stimulation plans
19. Work with Marketing and Community to create and execute targeted, district level usage stimulation programs
20. Present and merchandise reports to the district, providing context, insight and recommendations
21. Anticipate and manage service integration and professional development delivery challenges, working internally and with the district to resolve them
22. Constantly monitor, manage, and communicate implementation progress of all components of the partnership both internally and externally
23. Identify “at risk” accounts and escalate, providing recommended course of action to restore customer satisfaction
Ongoing Partnership Support
24. Serve as first line of support for partnership inquiries and interpret requests, coordinating with teams to create solutions, report back to partners, and document outcomes
25. Provide on-site support to schools to improve and accelerate service integration and usage
26. Develop strong knowledge of Discovery Education best practices and district success stories so they are shared and deployed to exceed the goals of partners
27. Document and communicate resolutions and known issues to external and internal customers
28. Act as the Discovery Education service expert, providing customers with support and training via e-mail, phone, and/or webinar
Contract Management
29. Understand the full scope of work for assigned districts
30. Review scope of work with partners to facilitate planning
31. Track contract delivery status of services and professional development and report progress across internal teams
32. Ensure all aspects of the scope of work are delivered per the terms of the contract
* Bachelor’s degree required, Master’s degree or equivalent experience preferred
* 8-10 years of experience in K-12 education and/or account management
* Teaching, administrator level experience, and experience implementing digital products and professional development in an education setting are a plus
* Demonstrated understanding of the changing role of digital curriculum in learning
* Strong planning, organizational, and management skills
* Strong written and verbal communication and facilitation skills
* High energy and passionate about education, with the ability to enthusiastically represent Discovery Education
* Excellent analytical and problem-solving skills and able to create actionable deliverables from a big picture vision
* Proactive with ability to excel in a fast-paced, multi-tasking environment
* Ability to utilize different technologies, including PC applications (Excel, Word, PowerPoint), web 2.0 platforms, project management tools, and CRM systems
* Candidate must be willing to travel (~60%) with seasonal variation
* Must have the legal right to work in the United States
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