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What does Packback do?
Packback exists to awaken and fuel lifelong curiosity in every student. Packback is a higher education technology Company, offering a social learning platform powered by artificial intelligence that is used by college professors to help their students fall in love with the subject matter, drive personalized learning, and most importantly – quantify and improve critical thinking ability.
Who YOU are and what YOU will do:
This is a sales and account management hybrid role. We’re looking for a customer advocate who is passionate about growing a business while also improving education outcomes to join our team as a Customer Experience Manager (EM) on the Packback Customer Success team.
Our EMs are chiefly responsible for partnering with professors using the Packback Questions Q&A platform to ensure positive student outcomes and professor retention. This covers a range of activities which include:
- First and foremost: effectively retain our professors and increase the number of courses in which they use Packback.
- Efficiently managing the customer lifecycle:
onboarding professors to the platform, setting them up with a solid and custom usage plan that will ensure their goals, as well as their student’s goals, are met
ensuring that the “why” of Packback is effectively incorporated into that professor’s course pedagogy to ensure student buy-in. Essentially, students need to understand why they are using Packback and what is expected of them.
identifying potential problems in the professor’s experience or usage and addressing proactively
proactively understanding and discussing the professor’s future courses, in order to effectively fit Packback into their course structure
reporting progress against daily, weekly, and quarterly goals
following process as it relates to tracking pipeline in Salesforce
be a lifelong learner – be willing to provide and receive feedback from team members on a regular basis, in a shared effort of furthering our individual and collective sales processes
What you won’t do:
Feel like a number – we empower each other and celebrate the small and the big wins, every day
Get bored – we thrive off of curiosity and have fun while we do it
Stay stagnant – we are evolving and always growing, always pushing forward and learning along the way
What YOU bring to the table:
Comfort with selling – what defines success is your ability to retain professors and expand their usage of Packback
Strong Communication Skills – excellent verbal and written communication ability
Relationship Builder – ability to build and maintain relationships through multiple touchpoints
Passion to change education – we have a big mission at Packback and we are looking for people who similarly think big. Are you ready to change post-secondary education?
A desire to work in a tech startup – is comfortable with ambiguity in day-to-day work and a quickly growing team
Comfort with process – demonstrated accountability to team processes and is able to understand ‘the why’. Identify gaps & drives improvement in the team process.
College experience highly preferred
Values fit – the individual must be aligned with all of our company values, but especially as it relates to:
Ambitiously humble, resiliently confident
Not waiting for responsibility, but taking ownership
Ability to celebrate failure as evidence of learning from mistakes
Maintain a positive outlook when facing adversity
Benefits and Perks
Health & Wellness
Medical Insurance
Dental Insurance
Vision Insurance
401K: Packback offers 50% matching up to 4% of employee contributions
Stock options
Disability Insurance
Life Insurance
Commuter Benefits
Generous Paid Parental Leave up to 12 weeks
Family Medical Leave
Unlimited Time Off
May be eligible for a generous tech stipend
Additional Perks:
Access to premium membership to One Medical
Calm subscription
Monthly Dashpass subscription by DoorDash
Full transparency in compensation and career growth. Our EMs start at a $50,000 base salary with ~$5,000 annual commission/bonuses
Our commitment to diversity:
Working in the Education Technology space, Packback believes it is an ethical necessity for us to work to build a diverse and inclusive team, to help us better consider the needs of our diverse audience of students with a wide range of educational backgrounds and educational needs.
We are an equal opportunity employer and value diversity in our company. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.
