Customer Success Manager

| Chicago

The Team

At Edovo, our mission is to help everyone connected to incarceration build better lives. We’ve created a secure digital platform to expand education behind bars, reduce recidivism and to support the vocational, rehabilitation and communication needs of the 2.2 million people in jails and prisons. Users have access to thousands of hours of self-guided learning materials. Upon release, our learners have the option to continue their progress on the outside. Edovo offers courses in subjects ranging from basic literacy and GED to career exploration and cognitive behavioral therapy. We’re also building tools to keep people in touch with jobs, social services, friends, and family. Our team is committed to supporting opportunities for justice-involved people.

 

Don’t take it just from us. Awards, publications, grants, and partnerships all around the country are recognizing the momentum and impact of Edovo. A select few: Global EdTech Startup Champion in London out of 1,000+ competitors; GIIRS Platinum Rating for social impact; MacArthur Foundation Grant Award Winner; Forbes article feature; Chicago Community Trust grant award winner; Impact Engine portfolio member; SXSW Civic Tech Innovation Pitch Competition runner-up; Chicago Innovation "Up and Comer" Award winner; and so much more.

 

Check out a brief picture of our program from the perspective of the people who use it. Visit Edovo on Vimeo for more.

The Role

We love everyone of our customers: big or small. However, with our rapid growth we now have a tailored approach to our “high value clients” by providing them with targeted Customer Success. This means that as one of two Customer Success Managers reporting to the Director of Customer Success, you will play a critical role in ensuring satisfaction of eight to ten key clients.

 

We’re a tight knit family at Edovo, our passion for making a difference in the industry and being thought leaders on what success really means to the corrections industry is core to who we are. We’re not afraid to say no to our customers if that means leading them to a better yes, and we seek to understand the ever changing challenges they face in one of the hardest jobs in the nation. You are expected to create long-term trusting relationships with these customers while also being the internal liaison between multiple Edovo functions (support, sales, product, etc.) to improve the customer’s overall experience.

 

GENERAL JOB RESPONSIBILITIES

  • Ensure that customers derive maximum value from their investment in Edovo.

  • Identify key opportunities of delight or satisfaction to increase loyalty.

  • Work closely with Account Executive to identify opportunities for growth or expansion of services.

  • Identify risks of customer achieving their stated goals, Edovo meeting it’s commitments and build risk mitigation plans for either relevant scenario.

  • Participate as a key stakeholder in the onboarding process of any new product or service.

Qualifications

 

MUST-HAVES

  • 3-5 years experience in Customer Service/Success or other relevant field such as Account Management

  • Ability to develop relationships with executives and stakeholders of customers

  • Excellent active listening, organizational, communication and consultative skills

  • Ability to multitask, prioritize, and perform effectively with sharp attention to detail while working in a dynamic environment

  • Self starter: someone that takes initiative, owns and learns from mistakes, is proactive and collaborative, and has strong business acumen

  • Passion for Edovo’s mission and an excitement to learn from and solve challenges with our constituents by working with staff, students, friends & family of the incarcerated

  • WIllingness and availability to travel 25-30% of the time

 

BONUS POINTS FOR

  • Previous startup or small business experience

  • Passion for criminal justice reform, social justice, adult education, or telecommunications

  • Experience working, volunteering, or personally impacted by the jail/prison system

 

Details

  • Location: Chicago, IL

  • Salary: Competitive salary reflective of experience

  • Department: Role reports to Director of Customer Success

 

Inquiries

 

Edovo is an impact driven private company. We offer our employees an exceptional workplace and fully paid benefits for team members and their families. We hire tenacious, innovative and passionate people and give them opportunities to grow and succeed.

 

If you've had the chance to read all the way through this job description, please include "[Unlock Potential]" in the subject line of your e-mail. Send resume and a brief statement of 1) why you're excited about this opportunity and 2) why you'd knock it out of the park to Anna Ferguson, Director of Customer Success at [email protected] We look forward to meeting you!

 

Teams with bold missions need diverse ideas to generate the most impact. For that reason, Edovo is committed to building diverse and inclusive work spaces. We don't discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status. And yes, we believe in second chances.

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Technology we use

  • Engineering
  • Product
  • Sales & Marketing
    • .NETLanguages
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    • JavaLanguages
    • JavascriptLanguages
    • SqlLanguages
    • FluxLibraries
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    • JavaliteFrameworks
    • AnsibleFrameworks
    • Maria DBDatabases
    • Microsoft SQL ServerDatabases
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    • Google AnalyticsAnalytics
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    • IllustratorDesign
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    • Pivotal TrackerManagement
    • Zoho ProjectsManagement
    • ZohoCRM
    • GmailEmail
    • Zoho CampaignsEmail

Location

Located steps from the Chicago Brown Line stop, Edovo's River North headquarters features a newly renovated office near dozens of bars and restaurants

An Insider's view of Edovo

What’s the vibe like in the office?

Our office is a friendly and supportive place to engage in the innovative and challenging work we perform day in and day out. The Edovo team is a family of caring professionals who’s integrity and positive outlook keeps us motivated in this fast-paced industry. We're all about teamwork and collaboration

Augie

Community Engagement Manager

How do your team's ideas influence the company's direction?

We have a firm culture of autonomy and push back. As a founder I know I'm wrong on a lot of things and I expect my team to think independently. I encourage them to utilize the skills and knowledge I hired them for and push back so we collectively determine the best path forward. Our company and products are all about collaboration and inclusion.

Brian

CEO / Founder

What are Edovo Perks + Benefits

Edovo Benefits Overview

Edovo is committed to providing opportunities for both personal and professional development. Our employees are family, and we treat them that way. Edovo's mission and social impact work provides a unique opportunity to spend each day doing something that directly impacts the lives of thousands of individuals. And even better, we use cutting edge technology and product development to do it. Working face to face with those affected provides a strong sense of personal fulfillment that is unrivaled amongst other companies.

Culture
Volunteer in local community
Edovo hosts company wide days of service and actively engages with local support organizations across the country.
Partners with Nonprofits
Edovo partners with both national and local support organizations and advocacy groups. Edovo also works with national research partners on measuring impact of our program.
Friends outside of work
Communal dinners and casual hangouts are common. Employees are encouraged to post events they are interested in company wide.
Daily stand up
Product and network teams hold daily stand ups. Other teams maintain consistent contact and provide regular updates
Open door policy
At Edovo, leadership is constantly available and works side by side with all members of their department. Employees are encouraged to share their ideas and voices at all levels of the organization
Team owned deliverables
Edovo teams are highly collaborative, working closely to complete projects and achieve project milestones.
Team based strategic planning
Edovo projects and product development cycles are carefully planned prior to initiation. Strategic product roadmaps are created to ensure we remain cutting edge in a changing correctional environment.
Open office floor plan
Enjoy our recently renovated office space with large communal workspace, private work rooms, and team specific works areas.
Diversity
Highly diverse management team
Strong mix of diversity on Edovo leadership, both in terms of individual as well as professional background and work experience. What ties us together is our mission and mutual passion.
Child Care & Parental Leave Benefits
Remote Work Program
Edovo has a highly flexible work remote policy, allowing team members to work remote as needed. We encourage in person presence, but we're built on trust and believe results speak for themselves.
Vacation & Time Off Benefits
Unlimited Vacation Policy
We encourage team members to utilize our unlimited PTO policy to destress and pursue travel opportunities to further enhance their perspectives and personal inspirations. Be sure to share pics!
Generous PTO
Unlimited PTO
Perks & Discounts
Beer on Tap
We frequently discuss new ideas over drinks or host Beer Fridays in the office
Casual Dress
Be comfortable, but respectful. We want to ensure our team is comfortable and focused on changing lives, not what they're wearing
Commuter Benefits
Tax deductible CTA plans are sponsored through Edovo
Company Outings
Group outings to see criminal justice speakers and impact events throughout Chicago
Stocked Kitchen
Unlimited snacks
Professional Development Benefits
Job Training & Conferences
Edovo frequently sponsors attendance at beneficial conferences and networking opportunities
Cross functional training encouraged
Edovo teams work collaboratively and flexibly. That's why it's important for team members to have training in multiple areas and a well rounded knowledge of Edovo's business practices.
Promote from within
We believe in internal development and building trust within our team. That's why we look for opportunities to help our team members succeed and grow
Time allotted for learning
We host cross-departmental learning sessions to ensure all team members are informed and knowledgable about Edovo's core business.
Paid industry certifications
We ensure our staff are provided with the opportunities to improve their skills and knowledge, sponsoring paid industry certifications across a variety of company areas.

Additional Perks + Benefits

Getting the chance to work in jails and prisons to directly improve people's lives, what's better than that!

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