Service & Solutions Manager

About Learning Without Tears (LWT): We are an ever-growing, family-owned company striving to provide the best education products, professional learning, and digital resources for educators and children. Innovation and collaboration fuel us every day. We live our passion of helping children learn and grow.

Join our mission-driven, dynamic team as we embrace change, excellence, creativity, and simplicity to make a difference in educators' and children's lives. LWT believes in diversity, equity & inclusion, and strives to create a culture of community & belonging. Our employees bring a variety of experiences and perspectives that fuel our passion and innovation and drive our mission.

The Service & Solutions Manager is responsible for driving LWT's customer service and customer success policies, objectives, and initiatives as well as developing service level standards focused on reducing response times and providing high customer satisfaction. The Customer Solutions Manager will build out a team, take lead in managing a revenue book of business, and provide a high-quality customer service experience.

The objective of the Customer Solutions group is to provide a high-quality customer service experience and add continual value to drive customer outcomes

What You'll Be Doing:

• Help hire, build and maintain a strong sustainable team by attracting, developing, rewarding, and retaining talent.
• Lead, develop, and mentor a newly formed in house Customer Solutions team while constantly raising the bar. Support team of customer solution specialists ensuring that they are working and developing in alignment with company policies and objectives.
• Achieve revenue targets. Drive renewal revenue through proactive and reactive outreach and strategies. Collaborate with Customer Success team managers on execution of strategies.
• Drive client satisfaction and improve internal custom processes and systems to increase productivity without jeopardizing service levels.
• Improve workflows to support product deployments, ticket handling, escalation, and customer service activities.
• Be a visible advocate for customers; help drive a company-wide culture of customer advocacy
• Maintain team and individual KPIs and quality performance metrics to measure success and increase team accountability, aligning with department and company goals. Manage performance against KPIs.
• Working knowledge of quality systems and technology that drives efficiency, productivity, and cost-effectiveness

Your Experience & Qualifications:

• B.A. or B.S.in business or related fields or equivalent work experience.
• 4+ years of relevant experience in Customer Care, Customer Success Management, and/or Sales Operations
• Experience working with physical and digital products preferred.
• Ability to manage multiple competing priorities, rapidly adapt and respond to customer requests and timeline changes.
• Highly collaborative, organized, and execution-oriented with strong presentation skills.
• Excellent project management with an emphasis on attention to detail, timelines, and quality of work.
• Excellent problem-solving skills and ability to be flexible to project situations.
• Superior relationship, interpersonal, and communication skills in working with staff, senior leadership, and customers.
• Ability to lead and coach employees to enhance their skills and performance.
• Strong analytical skills with ability to identify clear business objectives and outcomes.
• Demonstrated ability to understand customer requirements and translate into quantifiable solutions.
• Proficient with CRM tools, web-based presentation tools, and Microsoft Office applications.

Why Learning Without Tears:

Check out even more reasons why Learning Without Tears is a great place to work.

• Competitive benefits including medical, prescription, dental, vision, short and long-term disability, life insurance, paid family leave, pet insurance, standing desks, flexible scheduling, and more!
• Fun happens with company picnics, health and wellness fairs, Turkey Fry, Yankee swap, pizza and happy hour Fridays, milestone and birthday celebrations, and other surprises!

Apply now at https://www.lwtears.com/join-our-team

Learning Without Tears is an Equal Opportunity and Affirmative Action Employer.