Customer Success Manager, Los Angeles
los angeles
community
full-time

At Stile, we create world-class resources for science teachers (we call them superheroes, because… they are). After writing our first lesson just eight years ago, today Stile’s web-based teaching and learning resources are used every single day by over 100,000 students and 8,000 teachers around the world.

To get a bit of a feel for what we do, check out our latest lesson on the influence of social media.

We’re looking for a passionate current or former science teacher in Greater Los Angeles to join our US team as our School Experience Manager. In this role you will be spending most of your time developing relationships with schools we support, talking with them about best-practice science pedagogy, and ensuring they have a delightful time using Stile. You’ll do this by playing an active role in Stile-hosted community events, ensuring schools have the tools they need to work within Stile, answering any customer support questions, and delivering Stile Concierge.

Imagine using your classroom experience and pedagogical expertise to consult with teachers, department chairs, district and school leaders, genuinely improving their lives and enhancing their students’ learning. Imagine delivering professional development to teachers and hosting events within the California STEM community. Imagine strategizing to solve the problems uniquely relevant to science teachers in California and help them navigate teaching the NGSS using Stile. Imagine multiplying your impact – instead of teaching a few classes, you’ll be supporting tens of thousands of students and their educators.

Does this sound like you? If so, the first thing is to read ‘the details’ below. Then, send us your resume and a cover letter explaining why you’re going to smash this role out of the park. Include a paragraph on which Behaviours of an Effective Stile-ist most resonates with you or which you disagree with and why.

Address your letter to Peter Walters and send both documents to jointheteam@stileeducation.com.

Applications close Saturday, September 18, 2021 11:59pm (PST).

For more information on our hiring process, please refer to our hiring process.

We can’t wait to hear from you!

The Details

What’s in it for you:

  • You’ll be extremely well supported. We value our people, and it’s important to us that they’re happy. We offer generous benefits and take care of our employees. We have strong management and feedback frameworks to ensure we’re successful.

  • You’ll be working on something that really matters. In partnership with teachers, we’re coaching students to become problem solvers and critical thinkers.

  • You’ll build an incredible network of teachers, district and school leaders and STEM professionals across California.

  • Flexibility. We expect that you work hard, but you do so from home and you’re the master of your own schedule.

  • A Mac laptop, phone, reimbursement of travel and whatever else you need to be productive remotely.

  • Generous PTO, 100% of health, vision and dental insurance and employer contributions to 401(k).

How you’ll spend your time

At the highest level our team exists to make sure schools continue to love Stile and subscribe year on year.

Building strong relationships.

You’re the go-to person for all things Stile. You’ve got your finger on the pulse for all the schools you’re looking after. You’re chatting to teachers by phone, email and in person.

You will build strong relationships with your schools, you find out what they need and what their pain points are. You will work together with the customer team to deploy tools to help teachers get the most out of their Stile subscription.

Creating a delightful experience for schools.

We don’t just talk the talk, but we walk the walk. There will be lots of action off the back of chatting to schools and you’ll be responsible for making sure these things happen and are a delightful experience every single time.

You will work closely with the rest of the team to develop and implement awesome ways to engage teachers. We’re a team who love to help each other do our best.

You’ll be keeping immaculate records of all your interactions with schools. We are the voice of teachers and the more we know about schools and teachers, the more we can build a better product to achieve our mission.

Answering inbound enquiries.

Teachers contact us every day in a multitude of ways: our in-platform chat, by phone, email and carrier pigeon (though the last is rare). Sometimes they’ve got a simple question about how to achieve something with our online tools. Other times they want to know if we have a lesson on a specific topic available. Sometimes they’re just plain stuck. It’s your job to get to the bottom of the issue and solve it.

Sometimes you’ll know the answer. Sometimes you’ll jump on a quick video or screen sharing session to really see what’s going on. Expect to be liaising with our engineering department to identify and report software bugs (though of course, we don’t have bugs).

If we’ve made a mistake, we give you the flexibility to make it right. Will you send them a hand-written card? A gift basket? Up to you, but whatever it takes.

Managing US Stile Concierge.

Stile’s Concierge service is offered to teachers to help ease their administrative workload. You’ll spend some time completing ‘Concierge’ requests, which will mostly fall into two categories:

  • Planning support for science teachers - you’ll help them integrate Stile into their teaching programs.

  • Converting hard copy tests, assessments and practical activities into Stile online lessons.

We expect that all requests are completed to an exceptionally high standard. We have Standard Operating Procedures (SOPs) that need to be met, and we aim to ‘delight’ teachers wherever possible.

A bit more about you

  • Whilst it’s not a deal-breaker, you’re a current or former middle or high school science teacher with at least 3 years classroom teaching experience and/or worked closely in educational sales or account management with a K-12 science digital resource.

  • You’re knowledgeable about science education and you’re across the latest trends in education technology, pedagogy and NGSS. Importantly, you share our passion for improving science education in the US, and genuinely want to help ensure our young people leave school ready to tackle tomorrow’s problems.

  • You are likeable and empathetic. A strong communicator that can build positive relationships and really put yourself in someone else’s shoes; understanding their problems and working to help fix them.

  • You’re eager to learn. Super eager. You soak up feedback, incorporate it, and are constantly driven to be better. You can’t help it.

  • You’re proactive and strategic. A hard worker who gets stuff done. You’re motivated to work independently, but love contributing in a team environment.

  • You are able to network and love making connections with others.

Hours and location

This is a full time, permanent role based in Greater Los Angeles. You’ll be spending some time driving to schools and districts, so you’ll need your own car (don’t worry, we cover your expenses). Semi-regular travel will be required within CA or to fly to San Francisco to meet with schools in the Greater Bay area, where we’ll rent a car and book a hotel for your stay.

When you’re not on the road, you will be working from home or in a Stile co-working space. We’ll ensure you have everything you need to be successful, including a phone and laptop. Work hours are flexible - you’re in charge of your own schedule - but you’ll find they generally fall in line with a fairly typical working day. Usually the meetings you attend and the PD sessions you facilitate will run before or after school, or anything in between.

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