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. Through using myBlueprint, students can participate in self-discovery, explore different career pathway options based on their interests, and are empowered to make the most informed decisions about their future. You can learn more about us at myBlueprint.ca.
Aside from launch day 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, Spaces! Spaces is an easy-to-use digital assessment tool that goes beyond grades to showcase individual growth and learning in and out of the classroom. We have exciting expansion plans – you can learn more about Spaces at spacesedu.com.
Come grow your career with us!
About the Opportunity
Reporting to the Director of Customer Success, the Customer Success Operations Manager will drive the effectiveness and efficiency of our Customer Success and Technical Support teams. In this role, you will define, measure, and iterate on customer success objectives and customer experience strategy. A core part of this role will be to develop and scale the operational foundation and systems to drive the success of our teams.
We are looking for an energetic candidate who wants to dive into our customer retention, adoption, and health metrics, and who will derive value from setting up and scaling our operations and processes, and support data-driven decision making across the business.
What you will do:
Evaluate existing tech stack, make recommendations to leadership, and support transition to new tools, including documentation and employee training
Capture, analyze, and action on data, including creating CSAT email cadence, recommending improvements that align with CS best practices, and enable CSM’s to understand their customers/provide targeted strategies to retain and grow partnerships
Identify warning signs for at-risk customers, build out health score, run churn analysis, and recommend updates to sales team and success team
Increase data quality, derive and share critical insights with leadership, and centralize information
Collaborate with team managers to create, report on, and update KPIs for Customer Success and Technical Support Teams, including managing dashboards and building forecasts
Build out a tech touch model to automate and streamline processes that improve adoption and reduce churn
What an ideal candidate will have:
3-5 years of experience in success operations, revenue operations, or business operations
Proven experience acting as a liaison between a variety of departments and stakeholders
Ability to track metrics and key performance indicators (KPIs), analyze them, and turn them into actionable strategies
Ability to present data in a clear, polished, meaningful, and engaging manner
Experience building playbooks, health scores, and tech touch models
Experience with CRM, CSP, and power BI tools
You think and act with the customer at the center
Bonus points for:
Experience in Educational Technology or Saas Company
Experience in Customer Success or Account Management
Familiarity with Salesforce, Catalyst, and Intercom
Advanced Excel proficiency
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.
Our hiring process will generally follow this format:
An introductory phone interview with our People team to discuss the opportunity in more detail; we’ll learn more about you and you’ll learn more about us!
A virtual interview with the Hiring Manager to go over your background, the position, and the organization in more detail; we’ll dive deeper into the job-specific and technical components of the role, as well as behavioural aspects.
A short take-home project for you to complete on your own time; this will give you a better understanding of the work we do as it will be reflective of the role you’re applying for. This may be presented in a final interview with additional members of our team.
We extend an offer and you join our team! Offers will be contingent upon successful reference checks and background checks.
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!
OfQJ4YOp2P
IT SOLUTIONS TECHNICIAN Ayr Farmers Mutual Insurance Company is seeking an IT Solutions Technician to join our team. About Ayr...
Apply For This JobAt HelloFresh, we want to change the way people eat forever by offering our customers high quality food and recipes...
Apply For This JobMUNICIPAL & ECONOMIC PARTNERSHIPS ASSOCIATE The Port of Prince Rupert is located on the scenic North Coast of British Columbia....
Apply For This JobThis is your opportunity to start a lifelong career with unlimited opportunity. Discover the flexibility youve been searching for by...
Apply For This JobAbout The Job Data Entry Jobs From Home No Experience This is your opportunity to begin a long-lasting profession with...
Apply For This JobJob Status Regular Full-Time About Us Home to vast parkland and attractions including Grouse Mountain, Lynn Canyon and Capilano Suspension...
Apply For This Job