About myBlueprint
myBlueprint is a leading developer of K-12 EdTech tools used by over 1 million students across Canada. We create best-in-class digital portfolios and career/life planning tools to support student success and documentation of learning. Learn more about us at www.myBlueprint.ca.
Aside from launch day over 15 years ago, this is probably the most exciting time to be joining our team! We’re proud of what we’ve built in Canada where myBlueprint is currently used in almost every school district across the country.
We’re now looking to replicate that success (and beyond) with our new product, SpacesEDU!
SpacesEDU is a digital assessment tool showcases student growth and learning in and out of the classroom. You can learn more about SpacesEDU at www.SpacesEdu.com.
Come grow your career with us!
About the Opportunity
myBlueprint is known for our Success team, with a reputation for going above and beyond to provide best-in-class support throughout the entire customer lifecycle. We are dedicated to providing excellent account management and training to our district partners and making an impact on student success every day.
Reporting to our Manager of Partner Success, as our Customer Success Associate, you will play an integral part in building and fostering our existing partner relationships. You will work with school leads to put a meaningful implementation plan in place for the school year, discuss staff training options, gather product feedback and suggestions, identify organic upsell/growth opportunities, and ultimately, drive retention. As part of the Success team, you will also share customer insights, ideas, and challenges with the other departments at myBlueprint to help inform product development and company initiatives.
If you are a goal-driven and dynamic individual interested in providing solutions to improve student success and learning experiences, and you have a background in customer success, then this role could be a perfect fit for you!
What you will do:
Work closely with the Customer Success team to design and implement initiatives that improve the customer experience at each stage of the journey
Collaborate with the Customer Success team to improve retention and proactively mitigate risk
Work cross-functionally with Support, Product Management, Marketing, and Sales including providing partner insights and creative solutions to partner challenges
Drive customer retention by staying ahead of customer needs and offering new insights, strategies, and functionality
Establish measurable goals and KPIs for your customer accounts
Track all implementation, post-implementation adoption activities, and partner interactions
Drive usage and adoption of the platform and communicate best practices by hosting virtual meetings
Onboard new customers including kick-off, goal setting, roll-out, and cross-functional use cases where Spaces can help meet needs
Provide updates on outstanding queries, reports, and requests
Lead customer workshops and training around product updates, new features, and implementation strategies/best practices
Develop customer-specific resources to assist with implementation objectives and workshop/training goals (e.g., custom guides, custom slide-deck, handouts, demo accounts)
Understand your customers’ requirements and level of adoption of the platform to proactively assess risk in upcoming contract renewals
What an ideal candidate will have:
Fluency in written and spoken French
2+ years of experience in the K-12 Education or EdTech industry
Experience in Customer Success or Account Management at a SaaS company
Strong business acumen and proven ability to influence decision-makers in various sizes of organizations
Proven experience increasing software adoption, and leveraging Customer Success best practices
Experience in preparing and delivering presentations targeted to a senior audience
Ability to explain technical solutions, establish goals, develop opportunities, and provide reporting/dashboards to identify trends and improve the customer experience
Demonstrated operational excellence in analytical thinking, process development and iteration, problem-solving, communication, and planning
Ability to collaborate across the organization and with external stakeholders
Strong operational skills that will drive organizational efficiencies and customer satisfaction
Proficiency with various software tools and platforms (we use Salesforce, Catalyst, Intercom, and Mixpanel)
Willingness to professionally address escalated customer issues with speed and urgency
Our Team
Our team is full of talented and purpose-driven people who are dedicated to making an impact in the education technology industry. We are incredibly proud of the work we do and we care a lot about the students and educator partners that we work with. The core values we live by are: we take ownership, we make each other better, we invest in constant improvement, we embrace the adventure, we prioritize communication, and we want to be here!
Benefits & Perks
Competitive base salary and bonus
Comprehensive health and dental coverage
Flexible vacation days plus paid time off between Christmas to New Year, with additional vacation days earned annually
Quarterly Wellness days throughout the year to rest, relax, and take care of your mental health and well-being
Personal learning and development fund of up to $1,000 per year
Growth opportunities
Flexible working arrangements
Monthly team events (virtual for now!)
Employee-led committees (Wellness, Events, Giving Back, Employee Experience)
Remote Work
While we look forward to returning to our Toronto office in some capacity in the future, our teams are fully remote for now. We will work with you to ensure you receive the required equipment needed to work comfortably and productively from home – you will just need a stable internet connection.
Our Hiring Process
Every new hire will have a huge impact on our organization, so we take both the hiring process and the candidate experience seriously – we know that an interview goes both ways! We will keep an open line of communication throughout the process and ensure there is time at the end of all interviews for candidates to ask any questions.
At myBlueprint, we are committed to building and fostering a workplace where our employees feel included, valued, and heard. We aim to have a barrier-free recruitment and selection process and will work with applicants requesting accommodation at any stage. We embrace the diverse perspectives and experiences from all backgrounds and encourage interested candidates to apply, regardless of race, gender, age, sexual orientation, marital status, citizenship, disability, national origin, or any other protected status. If your experience does not 100% match the job description, or if you are unsure about whether or not you qualify, we still encourage you to apply – there are many pathways to a successful career, and we would like to hear about yours!
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