Salary: 50000 USD Per Year
Application Due: Open Until Filled
Category: Instructional Technology and Design
Success Associate – Academic Product Engagement Team
We are excited to be accepting applicants to fill a Success Associate role at Yellowdig. This role is broadly focused around ensuring the thoughtful adoption and use of the Yellowdig platform so that implementations are successful for all of our client stakeholders (i.e., administrators, students, instructors, course designers, etc.). In pursuit of this goal, Success Associates primarily help with supporting Success Managers in getting clients started, the change management required for successful adoption, and for assisting ongoing expansion efforts among our client base. We know that by helping our clients to get started quickly, easily, and with high-quality community implementations that client happiness and expansion does follow.
The main charge for this role will be to support the Client Success team in shepherding new institutions and instructors through the process of getting started with the platform, as well as monitoring ongoing use and other KPIs to ensure client happiness. Key tasks include, but are not limited to, implementing our Success playbook with as many new use cases as possible and ensuring that all prerequisites to use Yellowdig have been completed. These responsibilities include, but are not limited to, ensuring the following: Learning management system integration and associated tasks have been completed on schedule. Instructors starting with the platform have been contacted and provided training resources. New instructors are invited to group training sessions and are followed up with to ensure better attendance. Reports on client success are created from platform and associated data to help improve pilot outcomes or communicate the value of our partnership with the client institution.
Our SAs have four key functions:
1) Providing assistance for instructors, designers, and other stakeholders who need help with supporting a Yellowdig use case and who reach out to support for pedagogical help, advice, or design-related issues.
2) Though you will need to occasionally help with instructor support questions, the ultimate goal of this role is to be proactive. SAs will monitor the health of clients and communities, reach out to clients before they need to reach out to us, and otherwise help build healthy collaborations with clients.
3) Success Associates are meant to support adoption of Yellowdig by helping streamline onboarding of new clients and instructors and especially helping them achieve first-timer success.
4) In the spirit of proactive support, SAs will be involved in Academic Product Engagement projects and documentation improvements that deal specifically with training and onboarding instructors or other users.
Responsibilities of SAs specifically include, but are not limited to:
Becoming a true expert on the successful use of the Yellowdig platform and addressing pedagogical and technological questions. Mastering the ability to yield consistently positive outcomes by helping clients meet their needs and the needs of their students. Encouraging and organizing quarterly meetings and training activities with clients. Engaging in regular meetings with the Head of Client Success and our VP of Academic Product Engagement to report on active or pressing client support issues and client health.
Key Performance Metrics: Maintaining a high level of customer satisfaction and increasing adoption at our partner institutions by improving the success of those using the platform. It is expected that you will have excellent and frequent communication with clients and responsible attendance of all meetings, which you will report on a regular basis. You will work closely with Success Managers and Growth & Partnerships team members for most clients, to ensure we are holistically meeting the overall needs of our clients.
Qualifications: Must be independent, able to self-manage, and prioritize multiple tasks at a time. Must be a quick learner with excellent interpersonal and communication skills. You will need to be excited about working in a fast-paced, team environment with quickly shifting support needs. We are looking for people with 1+ years of relevant experience in either teaching or learning design, or in student success or community-building. Bachelor’s Degree or higher
Office and Travel Expectations: Work will be mostly remote. We have a co-working office in Philadelphia, which will be available to local employees. You will need a quiet space to work from home with a stable internet connection or we can discuss possible other arrangements.
Compensation: Base salary will depend heavily on experience in a similar role and your references. We expect the base salary to be $50,000 US dollars per year. Base salary increases will be revisited with employee reviews. As a growing company there are many opportunities and avenues to advance. Offered benefits may depend on your location and the ultimate terms of your employment but is expected to include paid health, dental, vision, life insurance benefits, and personal time off.
We are looking for the kind of person that can help their partners achieve wildly successful outcomes as they also contribute to the continued growth and impact of Yellowdig. We hope you are interested in playing an important part in both! Direct questions about these roles and resumes can be sent to the current manager of the position:
Brian Verdine, Ph.D.
VP of Academic Product Engagement – Yellowdig
Six Deg Inc is committed to assuring equal employment opportunity and equal access to services, programs and activities for individuals with disabilities. It is the policy of Six Deg Inc to provide reasonable accommodation to a qualified individual with a disability to enable such individual to perform the essential functions of the position for which he/she is applying or in which he/she is employed. Further, it is the policy of Six Deg Inc to provide reasonable accommodation for religious observers.
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