School Support Manager

Organizational Overview

VHS Learning (VHS, Inc.) is a nonprofit organization that has offered online education services and support to schools and students for almost 30 years. We partner with public and private schools to expand their course options and connect students around the world.

Our mission is to provide high school students with world-class online courses and teachers that ignite a passion for learning. Our vision is to cultivate a diverse global learning community and foster a safe and supportive learning environment that nurtures students and gives them the unique educational choices they need to be successful in careers and life.

We value differences and take pride in creating safe spaces where students belong and thrive. We are committed to ensuring our educational services represent and serve the students and schools that will use them, and we strive to ensure all students have equal access to quality educational choices that help them reach their fullest potential.

School Support Manager Responsibilities

The School Support Manager helps ensure customer satisfaction with VHS Learning (VHS, Inc.) educational programs and services. The School Support Manager helps schools maximize the value of their participation with VHS Learning and provides high-touch customer service, helping to ensure customer needs are met.

This is a Massachusetts-based remote position but occasional travel to the VHS Learning office in Maynard, MA, and to visit schools within the local New England area, is required.

Primary duties include outreach to schools both in-person and virtually to ensure they understand and are utilizing the program effectively, proactively working with school administrators to ensure they are aware of VHS Learning products and services, responding to school inquiries, and creating and maintaining accurate account/customer information through efficient workflows and systems/processes. Other duties:

• Build strong partnerships with school administrators, counselors and teachers that help VHS Learning achieve and/or exceed its membership retention goals.

• Maximize customer satisfaction with VHS Learning programs and services by conducting proactive outreach and responding to customer inquiries within established guidelines.

• Directly support school accounts to help increase levels of participation and maximize satisfaction and student success against quality benchmarks.

• Conduct webinars, course demonstrations, and/or school site visits as needed to help onboard schools, helping customers effectively utilize the VHS Learning program and understand the products and services available.

• Utilize marketing and sales automation tools (HubSpot) effectively to help increase business

• Maintain detailed records of all contacts and interactions in our Customer Relationship Management (CRM) system (Salesforce). Ensure quality controls and workflow processes within customer accounts are maintained

• Demonstrate exceptional organizational and prioritization abilities; thoroughly understand and maintain knowledge VHS Learning educational products, and knowledge of the educational industry.

• Demonstrate teamwork through the sharing of best practices and working with cross functional teams. Support organizational priorities as assigned, including providing general operations support as assigned.

Qualifications

• Experience working in an educational environment.

• Excellent written and oral communication skills

• Highly self-motivated and organized with the ability to multi-task

• A positive, customer-first attitude

• The ability to work with many details and maintain a high level of accuracy

• Sound judgement and the ability to problem solve

• Extensive knowledge of the online education industry is preferred.

• Proficiency with technology and the ability to learn new systems quickly

• The ability to work in a highly interactive team environment.

Benefits: This full-time position includes a generous benefits package including life insurance at two times annual salary, long-term disability insurance, five weeks annual paid leave, retirement benefits, employer-subsidized pre-tax medical and dental benefits, and more.

Salary: Starting salary for this position is $70,000 to $75,000 based on experience.