Success Manager

Who We Are:

At Flockjay, we are here to empower upward mobility through education and access. Our goal is to create pathways to future-proof careers for people from non-traditional and underrepresented backgrounds. We have an experienced team from companies like Airbnb, Intercom, Google, and Teach for America, and have raised capital from the best investors in the industry, including Salesforce, Index Ventures, Y Combinator, and Lightspeed Ventures. We are also proud to have won the annual Glassdoor Employees' Choice Award, placing in the top 50 of all SMB for Best Places to Work in 2021.

Tomorrow's companies will be defined by how they invest in people. Our team is small and growing - join us and make a meaningful impact. Let’s build a generational company together. 

Who You Are: 

Are you here to remove obstacles for people from non-traditional and underrepresented backgrounds to access life-changing, future-proof jobs? Do you look forward to supporting students who are undergoing personal and professional transformation? Are you excited to build a top-tier, student-first experience for every Flockjay fellow?

If you answered with a spirited “Yes!” to all the above, we’d love to have you join our flock!

As our Success Manager, you will be critical to fulfilling Flockjay’s mission of empowering upward mobility for jobseekers from non-traditional and underrepresented backgrounds. You will combine your proven track record of running high functioning customer success teams with a builder mentality to drive the strategic direction and execution of the team. You will adapt and optimize the model for how we nurture and guide Flockjay students from Day 1 to graduation, acting as a team player and a coach to others on the Success Team. You will use your organizational superpowers to build visibility for the training team for student feedback, and use your top-tier communication skills to report on student progress.

This position is fully remote, however, we are unable to provide visa sponsorship at this time. 

What You'll Do

    • Deliver on key student success metrics, including student NPS, student success ratings and SLAs

    • Understand Flockjay program requirements in and out, ensure your Success Team does as well and make sure they are communicated to Tech Fellows and Trainers 

    • Design, manage, and oversee full-cycle feedback loops between students, trainers, and class operations team members

    • Solve, record, and build out playbooks to improve the Tech Fellow experience 

    • Oversee the Success Team, managing three direct reports

    • Provide support to Flockjay students, including: personal development & growth, managing relocation for work, integrating Flockjay class with existing obligations, performance improvement plans, financial obligations, program requirements

    • Build on the incredible community that Success advisors help create within their classes

What You'll Bring

    • Proactivity — you’re motivated by the opportunity to deliver genuine value to our students and build this business, and you’re willing to dive right in

    • Adaptability — things change quickly and you’ll need to keep up!

    • People management - you will take our Success team to the next level by managing, coaching and supporting our Success Advisors 

    • Belief - you believe in what Flockjay is doing to democratize education & access and are excited to build systems that help us meet that goal

    • Prior success - Proven track record in success and support roles that are client or customer-facing 

    • EQ + IQ - you’re able to quickly build human relationships, de escalate conflicts and manage high stake situations

    • Prioritization - You understand what the most important issues are you and you can tackle them with energy and efficiency

    • Organizational Skills - you’re able to juggle multiple initiatives with ease

    • Tech Savvy - Experience working in Salesforce

Diversity, Inclusion, and Belonging at Flockjay

We believe diversity is strength & difference is a teacher. We know we'll do our best and most impactful work when we feel we're represented and we belong. We strive to provide the support required to create a safe, positive environment.

We're proud to actively recruit and hire talented people from a wide variety of backgrounds and experiences. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.

We believe organizations must build diversity, inclusion, and belonging into their DNA. Those that do so will build better products, provide better services, and be positive forces in the world.

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