Director of Client Success & Engagement – Arlington, VA Company
description At Fishtree, we believe that no two educational
journeys should be alike. That’s why our team of passionate
innovators and world changers strive to ensure all learners
experience a unique journey personalized to their needs and
aspirations. We are more than just a personalized learning
platform. Fishtree helps K-12, higher education and corporate
educators around the world deliver a scalable, personalized
learning experience to every learner with the click of a
Is this job for you? It is if… You have an entrepreneurial
spirit and consider yourself a natural networker. You are
innovative and thrive on problem solving and strategic
You want to accelerate your sales career while being part of an
incredible start-up journey, not only with a desire to contribute
to your individual success and but also to the success of our
organization as a whole.
You are a natural competitor and not afraid to fail fast. You
understand the importance of being part of a team, working hard,
having fun while doing it and not afraid of learning new
You are enthusiastic and thrive on being part of a collaborative
environment. You care about the culture and environment where you
work and you plan to take ownership of the time you spend with us
to truly make an impact.
Role Responsibilities: Define and optimize the customer
lifecycle (this inludes pre-sales support through customer
integration, implementation and ongoing support and
Assess and map out the ideal customer journey and determine
points along the journey that inform our ongoing engagement
strategy – adoption, utilization, satisfaction, etc…
Become an expert with all functionalites of the Fishtree
platform and deliver real-time customer knowledge and awareness of
our product to ensure strong adoption, usage and on-going
Play a leading role in empowering and advising customers on
optimal integration, implementation, training and problem solving
based on intimate knowledge of product, industry and specific
Drive and measure customer success outcomes strategies that
allow for data driven decisions to influence future product success
through higher product utilization, adoption, and satisfaction. By
fostering strong customer relationships, this will also include
building advocacy within our accounts and generating referencable
In collaboration with the VP of Operations, define operational
metrics and determine or ehance an effective platform and process
to track customer engaements and metrics that will then be reviewed
weekly, monthly and quarterly. This also includes working within
various management systems to ensure the organization can use data
learned to better inform product enhancements and improvements made
to the sales process.
Support and ehance cross-collaboration among all team members
engaged in the customer lifecycle and encourage continuous learning
among the team. Ensure this is done with a customer- centric
Approach every customer and every engagement with enthusiasm and
passion for the Fishtree platform and mission of the organization.
Always keep the best interest of the company, your collagues and
your customers in mind every day.
Qualifications and Required Skills: 6+ years of technology
implementation and post-sales training experience required,
including leading customer-facing integration and training
engagements (K-12 teaching experience will also be considered).
Previous experience leading a team of trainers preferred.
Previous experience selling in to or training customers in the
education space required; experience selling or conducting training
for courseware preferred.
Strong ability to manage influence through persuasion,
negotiation and concensus building.
Experience conducting customer training and consulting
engagements virtually and onsite required.
Must have the ability to empathize with customers while
maintaining your enthusiasm for driving towards your growth
Experience using CRM tools like Salesforce.com required.
Proficient in Word, PowerPoint, Excel and other office based
Excellent verbal and written communication skills required.
Ability to work collaboratively and effectively with
cross-functional and remote teams.
Experience building and preparing customer reports and
presenting them to senior leadership preferred.
Must be willing to work out of our Arlington, VA office or if
remote travel to the office frequently.
Must be willing to travel at least 30% of the time.
To apply for this position please email us at
email@example.com and don’t forget to attach your resume or
Fishtree Inc. 2221 S Clark St,