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NEW! Customer Success Manager

HERO CUSTOMER SUCCESS TEAM   |   Miami Lakes, FL

Hero K12 is a fast-growing K-12 educational technology company with solutions that are proven to have a positive impact on student behavior and overall school culture. We are searching for a dynamic and talented Customer Success Manager to join our team. The position is based out of our Miami Lakes headquarters.

The Customer Success Manager (CSM) will play an integral role in the deployment and ongoing adoption of Hero products within K-12 schools nationwide.

Position Summary
The Hero Customer Success Manager will be responsible for new customer onboardings and ongoing account management duties. The position requires leadership, planning, organization, and control to meet the objectives of the proposed scope of work for each project assignment. The Customer Success Manager will oversee schedule coordination to complete the onboarding process in a timely manner.

The CSM will also be responsible for checking in with newly onboarded accounts, as well as following up with an assigned list of existing accounts. “Check-in” appointments include a mix of phone calls, in- person meetings and our virtual meeting service called GoToMeeting. The purpose of these check-in’s is to offer best practices and tips to help a school achieve their Hero goals.

What You Will Do
•   Lead post-sales efforts for an assigned group of accounts, sharing best practices and reinforcing the value of Hero to customers
•   Lead the new-customer onboarding process
•   Schedule & conduct all customer onboarding meetings
•   Understand the customer’s needs, goals, success metrics and deployment plan
•   Give strategic demonstrations and product overviews related to specific features or use cases that are relevant to the customer
•   Train new Hero champions and/or leadership stakeholders as needed
•   Develop trusted adviser relationships with customer stakeholders and executive sponsors
•   Increase customer retention by conducting regular check-in calls, and perform quarterly health checks to identify and discuss trends and areas of strength and opportunities
•   Manage school level and district level relationships over the phone, through email and in person
•   Facilitate all account management issues, leveraging resources as need across the company to get the job done
•   Daily record all customer interactions within the Hero K12 Synergy customer database
•   Daily utilize Gainsight analytic service to proactively monitor customer adoption and usage activity
•   Collaborate with sales, tech support, and marketing departments to maximize the customer’s overall Hero experience
•   Work to ensure that the customer’s overall satisfaction and perceived value of Hero will lead to a subscription renewal year after year
•   Present renewal quotation and follow up to close for renewal purchase order
•   Act as the voice of the customer and bring intelligent product feedback and recommendations from customer back to product development, marketing and executive team
•   Position is based out of our Miami Lakes office.
•   Travel may be required up to once per month to nationwide key customer sites.

Other Tasks
As a Customer Success Manager, you may be called upon occasionally to assist in the pre-sales process for key accounts if your expertise is required to close a sale.

Qualifications
•   K-12 classroom experience is a huge benefit, but not a requirement
•   3-5 years of experience in K-12 education, account management, consulting, sales, corporate training or other client-relations role
•   An exceptional communicator who is adaptable and possesses confident and articulate verbal skills, and active listening skills
•   Demonstrated success in managing enterprise-wide deployment and training to groups, organizations, schools or districts
•   Assertive but empathetic in nature; able to drive internal and external customers toward strategic goals through a combination of persuasion and rapport
•   Self-starter with demonstrated ability to work independently and creatively in a home-office environment
•   Exceptional project management skills with multi-tasking abilities and organization skills
•   Superior follow-through. Build trust and credibility with customers by consistently delivering answers and/or resources on-time
•   Comfortable managing enterprise relationships over the phone, through email and in person
•   Strong analytic and strategic thinking required – be able to take customer concerns and orchestrate resources and tactics to address them
•   Proficiency in MS Office (Word, Excel, Outlook email, Outlook calendar)
•   Familiarity with a CRM, Synergy or similar enterprise solution (ERP system)
•   Familiarity with Gainsight, or similar customer success analytics service
•   Familiarity with GoToMeeting or other similar virtual meeting service
•   Preferably, having experience and/or the ability to comfortably discuss student behavior management methodologies and best practices to all levels of stakeholders within a school environment such as faculty, school leadership and district-level personnel.
•   BS/BA with strong academic record

Benefits
Hero K12 offers a competitive salary and bonuses, medical/dental/vision, and a great opportunity for personal and professional growth.

About Us
Hero K12 is the provider of Hero, a cloud-based behavior management solution for K-12 schools. Our mission is to help administrators and teachers have a profound and positive impact on every student. Hero software helps schools track all types of behavior and implement programs that shift the focus from punishing negative behavior to rewarding good conduct. Hero quickly identifies students in need of early intervention and allows teachers and administrators to get involved sooner to bring students back on track.

How to Apply
Include a cover letter along with your resume to awilkins@herok12.com with “CSM-Hero K12” in the subject line.





NEW! Project Implementation Specialist

HERO IMPLEMENTATION TEAM   |   Miami Lakes, FL

Overview
You are eager to engage our K-12 IT teams and help them figure out how their SIS system will integrate with Hero. You want to play a vital role in the onboarding process of new customers and are excited to help them launch Hero successfully. You are ready for a challenging, multi-faceted role where everyday presents the opportunity to do something a little different. You want to be part of an exciting and ever evolving team where everyone plays a key role in the success of our customers.

Position Description
The Project Implementation Specialist (IS) plays a vital role in the onboarding of new schools. The IS will manage the relationship with the district/school IT dept. and will be responsible for gathering and managing all of the school data. The Project Implementation Specialist will also configure the Hero accounts for new customers based on a Scope of Work provided by the Project Manager. The position requires initiative and organization to ensure timely and accurate delivery and configuration of data to the Project Manager.

What you will do
•   Creation of all new Hero accounts
•   Extends Hero account upon customer renewal of the subscription
•   Develop trusted adviser relationships with district or school level IT departments that will help manage and gather data necessary for Hero configuration
•   Manages all data imports and confirms their accuracy
•   Responsible for all back end configuration of Hero based on scope of work provided by the project managers
•   Provides support for SSO (Single Sign On) connections with districts and partners
•   Responsible for wiping Hero data for churned accounts
•   Support the creation and publishing of self-guided walk-throughs using WalkMe
•   Creates, reviews and tests documentation for validity
•   Support and serve as liaison between VoIP provider and Hero
•   Support and potentially own reporting of bugs and support related issues in JIRA
•   Conducts research and evaluates new technology solutions that may help improve the product
•   Assist with Year2+ schools’ relaunch data needs
•   Responsible for Hero supplemental trainings – Events and Incident Manager

Qualifications
•   BA/BS in computer science, programming, or a related field
•   2-5 years experience in computer programming, systems analysis, software engineering, and/or data administration
•   Excellent communicator with the ability to relay technical data in laymen’s terms
•   Must be familiar with Microsoft Office Suite, IBM Visual Schema Generator, .NET, C++, Visual Basic, MS SQL, CRM, Synergy or similar ERP system
•   PMP Certification a plus
•   Proficient with authoring and editing CSS and HTML5 code. Javascript also a plus
•   Familiarity with Wordpress front and backend functionality. Experience managing security updates. Experience creating/editing Wordpress templates

Benefits
Competitive salary and bonuses, medical/dental/vision, and a great opportunity for personal and professional growth! About Project Implementation at Hero The implementation team is a mix of highly professional individuals with diverse backgrounds who seek to work together to make the launch of our Hero SAAS solution seamless and successful for our customers.

About Project Implementation at Hero
The implementation team is a mix of highly professional individuals with diverse backgrounds who seek to work together to make the launch of our Hero SAAS solution seamless and successful for our customers.

About Hero K12
Hero K12 is the provider of Hero, a cloud-based behavior management solution for K-12 schools. Our mission is to help administrators and teachers have a profound and positive impact on every student. Hero software helps schools track all types of behavior and implement programs that shift the focus from punishing negative behavior to rewarding good conduct. Hero quickly identifies students in need of early intervention and allows teachers and administrators to get involved sooner to bring students back on track.

How to Apply
Include a cover letter along with your resume to hr@herok12.com with ““Project Implementation Specialist-Hero K12” in the subject line.





NEW! Customer Success Coach

HERO CUSTOMER SUCCESS TEAM   |   Miami Lakes, FL or Nationwide

Hero K12 is a fast-growing K-12 educational technology company with solutions that are proven to have a positive impact on student behavior and overall school culture. We are searching for a dynamic and talented Customer Success Coach to join our growing Customer Success team. The position is home-office based, and we will consider applications for candidates that reside in a major metropolitan area in the Central or Pacific time zones.

Job Description
The Customer Success Coach (CSC) will manage an assigned group of school accounts. Duties will include the coordination of re-launch efforts of the Hero behavior management application and related coaching functions for customers entering years 2+ with Hero. The position requires K-12 experience and a mix of project management skills such as leadership, planning, and organization to help our schools run a successful Hero program throughout the school year.

Essential Duties and Responsibilities
The essential functions include, but are not limited to the following:
•   Lead year 2+ efforts for an assigned group of accounts, sharing behavior management best practices and reinforcing the value of Hero to customers
•   Develop trusted adviser relationships with customer stakeholders and executive sponsors
•   Manage back-to-school re-launch efforts for each school site
•   Give strategic demonstrations and product overviews related to specific features or use cases that are relevant to the customer
•   Train new Hero champions and/or stakeholders as needed
•   Coach customer through school store and/or incentives build-out steps
•   Coach customer through user adoption techniques
•   Increase customer retention by conducting regular check-in calls, and perform quarterly health checks to identify and discuss trends and areas of strength and opportunities
•   Manage school level and district level relationships over the phone, through email, in person and virtually using GoToMeeting service
•   Facilitate all account management issues, leveraging resources as need across the company to get the job done
•   Daily record all customer interactions in Synergy CRM
•   Monitor usage of assigned schools and intervene as needed
•   Conduct school year-end summary review to assigned accounts
•   Present renewal quotation and follow up to close for renewal purchase order
•   Collaborate as needed with others on the service teamsComply with project schedules and deadlines
•   Comply with activity guidelines for # of scheduled follow-up touches with assigned accounts
•   Utilize Gainsight analytics service to proactively monitor customer adoption and usage activity
•   “Own” the account and take chief responsibility for a successful year 2+ school-year Hero experience
•   Work to ensure that the customer’s overall satisfaction and perceived value of Hero will lead to a subscription renewal year after year
•   Act as the voice of the customer and bring intelligent product feedback and recommendations from customer back to product development, marketing and executive team
•   Some travel is required, especially during the busy seasons of July-Sept. when we offer onsite services to key accounts.
•   Position is home-office based.

Qualifications
•   3-5 years of K-12 classroom teaching experience is required
•   3-5 years of experience in account management, school behavior consulting or a familiarity with positive behavior programs is a plus
•   Demonstrated success in managing enterprise-wide deployment and training to groups, organizations, schools or districts
•   Assertive but empathetic in nature; able to drive internal and external customers toward strategic goals through a combination of persuasion and rapport
•   Self-starter with demonstrated ability to work independently and creatively
•   Exceptional project management skills with multi-tasking abilities and organization skills
•   Superior follow-through. Build trust and credibility with customers by consistently delivering answers and/or resources on-time
•   Comfortable managing enterprise relationships over the phone, through email and in person
•   Strong analytic and strategic thinking required – be able to take customer concerns and orchestrate resources and tactics to address them
•   Ideally familiar with a CRM, Synergy or similar enterprise solution (ERP system)
•   Ideally familiar with Gainsight, or similar customer success analytics service
•   BS/BA required

Benefits
Hero K12 offers a competitive salary and bonuses, medical/dental/vision, and a great opportunity for personal and professional growth.

About Us
Hero K12 is the provider of Hero, a cloud-based behavior management solution for K-12 schools. Our mission is to help administrators and teachers have a profound and positive impact on every student. Hero software helps schools track all types of behavior and implement programs that shift the focus from punishing negative behavior to rewarding good conduct. Hero quickly identifies students in need of early intervention and allows teachers and administrators to get involved sooner to bring students back on track.

How to Apply
Include a cover letter along with your resume to hr@herok12.com with “Customer Success Coach” in the subject line.


Testimonials

  • "What Hero is able to do is offer a management system to problem solve on what’s working, what’s not, and how do you go about creating new systems and processes to overcome your challenges."

    Dr. Nikolai Vitti

    Superintendant, Duval County Public Schools

  • "Hero is changing the conversation. Where a teacher might be more apt to focus on certain behaviors in their classroom, this focuses them on school-wide behaviors that we want to see."

    Terry Connor

    Principal, Samuel Wolfson High School

  • "I feel that Hero is instilling positive reinforcement with the kids... In education, we're used to the culture of reinforcing negative behaviors. Now, we're creating a positive culture where students are publicly recognized. There's a reward system. They're recognized by their peers, they're recognized by the faculty and staff, they're recognized by their principal, and it starts to spread throughout the school."

    Carlos Alvarez

    Principal, Hialeah Educational Academy

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