Manager of Client Experience

Company: Otus
Location: Chicago
Posted on: April 13, 2025

Job Description:

Manager of Client ExperienceOtus offers a seamless K-12 learning platform for administrators, teachers, students, and families.We implement amazing ideas from awesome people and we need more awesomeness on our team. Are you passionate, collaborative, love to geek out on technology, and want to work for a mission-driven company that is shaping the way teachers, students, and parents of students learn together? If so, we want to hear from you.Our diverse team consists of talented designers, developers, coaches, and leaders who share a variety of interests. You'll find musicians, world travelers, beer enthusiasts, nerds, sports fans, and all-around great people who shape our positive culture.Your RoleWe are looking for a highly motivated Manager of Client Experience to join our incredible team at Otus. The ideal candidate will assist the Client Experience Team in fostering strong, lasting relationships with clients, serving as a trusted advisor and thought partner to help them achieve their Otus goals.In this role, you will oversee Client Experience Partners and Associates, support Client Experience Partners during a client's onboarding and implementation, including their renewal, and help implement and sustain innovative improvements to onboarding and implementation processes. Additionally, you should be confident in providing feedback that fosters professional growth and highly attuned to opportunities for team-wide improvement. To excel, you'll need a balance of independence and the ability to recognize when collaboration will drive the best outcomes.This role will report to our Chief Customer Officer.Responsibilities

• Ensure high levels of support is provided throughout a customer's lifecycle.
• Lead our Client Experience Team in continued refinement of the implementation process.
• Coordinate the assignment of new clients, both piloting and paid, to Client Experience Partners.
• Directly connect with strategic partners and implementations' lead contacts of clients.
• In conjunction with the Client Support Team, ensure a smooth implementation of Otus.
• Coordinate the renewal process and upsells with the CXPs to meet targets for gross, net, and logo retention.
• Oversee renewal forecasting numbers to stay on top of upsell opportunities.
• Strategize with the Marketing Team to streamline communication to clients.
• Collaborate with the Community Manager to facilitate regional workshops, and other Otus Community events.
• Work collaboratively with the Sales Team to ensure a smooth transition, support referrals, and assist with deeper-dive sales consultations.
• Coordinate with reseller and partnering contacts to ensure a seamless experience for common clients.
• Recruit, hire, and onboard top performers to add talent and value to the team.
• Directly support identified high-profile clients.
• Other job-related duties as assigned.Qualifications
• We value humility, a strong work ethic, flexibility, collaboration, curiosity, and constant learning.
• Proven experience in mentoring colleagues.
• An outgoing personality with excellent interpersonal and communication skills (written and verbal).
• Patience to deal with complex issues and a variety of personalities.
• Excellent presentation and facilitation skills and the ability to lead a positive, productive session either in person or via webinar.
• Ability to work independently and collaboratively within the team and across various departments.
• Strong analytical skills with a keen attention to detail.
• Capability to prioritize tasks, manage multiple responsibilities efficiently, and meet deadlines.
• Proficiency in a foreign language, particularly Spanish, is a plus.
• Minimum of an earned Bachelor's Degree is required.
• At least 5 years of experience as a teacher, instructional/technology coach, or school administrator.
• Ability to travel up to 40% nationally.Benefits and Perks
• Excellent Medical, Dental and Vision coverage effective day 1 of employment.
• 20 PTO days per year.
• 5 Sick days per year.
• 16 Holidays per year, including your birthday and a day to do something you love.
• 12 weeks of full paid parental leave for the care of a new child.
• $1,500 Annual Professional Development/Tuition Reimbursement Benefit.
• Employer Paid Life and Short & Long Term Disability Insurance.
• 401K Plan with a Safe Harbor Employer Match (up to 4%).
• $500 per year Work From Home Allowance.
• MacBook Pro and two screens for your home office.
• Company SWAG.Otus is an Equal Opportunity Employer and embraces diversity of every kind. You must be legally authorized to work in the US. Unfortunately, the company is unable to support sponsorships at this time.
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Keywords: Otus, Chicago , Manager of Client Experience, Executive , Chicago, Illinois