Experience Manager

| Chicago

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 (NOTE: this is not the same as our textbook business). 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 touch points
  • 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 tech startup - is uncomfortable with ambiguity in day-to-day work and quickly 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.
  • 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

What YOU will enjoy:

  • Convenient Loop office close to CTA lines, Metra, and paid parking lots
  • 6 weeks fully paid, gender non-specific extended leave policy (for either parent welcoming a new child through birth or adoption, or to care for a family member in need)
  • Health insurance, option for dental, vision, and life
  • Short-term disability insurance
  • Flexible vacation policy with a minimum of 10 days recommended
  • Competitive salaries and tremendous room for professional growth
  • Values-driven culture that encourages transparency and open communication
  • Paid company offsite retreats and outings throughout the year
  • Access to creative and educational events hosted at the Packback office
  • Super casual dress code
  • Our office pup, Pepper!
    • Note: She is a registered emotional support dog and has become part of our team.  With that, we want to respect any and all pet allergies. If you do have dog allergies please let us know right away and we will be sure to put a solution in place.
  • Full transparency in compensation and career growth. Our EMs start at a $40k base salary with OTE of $50-55k in year one. This is a strong performance-based role, so you will have the ability to see an increase in base salary after your first 6 months - 1 year. 


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.

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55 E Jackson Blvd, Chicago, IL 60604

An Insider's view of Packback

What’s the vibe like in the office?

I am excited to come to work every morning, not only because my role is meaningful and dynamic, but also because my days are filled with the high energy of my coworkers and kisses from our office pooch, Pepper! The Packback office is fueled by a team of passionate, curious, and supportive individuals that both motivate and celebrate one another.


University Outreach Specialist

What's the biggest problem your team is solving?

We are constantly trying to figure out how to ask more impactful questions. As a company focused around curiosity and discussion, we strive to understand professors' needs and help consult in the best way possible. We analyze data, find the gaps, and question our way to the root of the problem. We are fearlessly curious.


Experience Manager

How does the company support your career growth?

Packback supports my career growth by allowing me opportunities to share my ideas and actually implement them. Instead of just feeling "heard," working at Packback makes me feel like I'm contributing to building an amazing company. The professional development opportunities at Packback make it not just a job, but a place dedicated to my growth.


Strategy Consultant

How does your team reward individual success?

There are numerous avenues in which Packback rewards individual success. The options range from friends publicly sharing your success stories at the company-wide meetings to ringing a large bell bolted to the wall to celebrate your biggest steps forward. Results never go unnoticed and are ALWAYS rewarded!


Strategy Consultant

What are Packback Perks + Benefits

Packback Benefits Overview


A culture that you can be proud to build: We work hard at building a culture of curiosity and continuous learning at Packback, where every voice matters and can make an enormous impact on the business.

A company that invests in you and your family: Packback offers 6 weeks fully paid, gender non-specific extended leave policy (for either parent welcoming a new child through birth or adoption, to care for a family member in need, or for bereavement).

Benefits for your health and well-being: Health insurance; option for dental, vision, and life; Short-term disability insurance. We do cover $250/month of the costs associated with health insurance.

Office & Location: We have a lovely, comfy office located conveniently in South Loop, close to CTA lines, Metra, and affordable paid parking lots.

Flexible 'Unlimited' Vacation Policy: Packback offers a flexible vacation policy, with a minimum of 10 vacation days recommended. We know that "unlimited" vacations can sometimes feel like a minefield to take advantage of; we really want our employees to take time for travel, discovery, and self-care.

Other benefits of being a part of the Packback team:

Biannual paid company offsite retreats and outings (that are actually fun!).
Access to creative and educational events hosted at the Packback office
Super casual dress code
Commuter Benefits
Company laptop
Our office pup, Pepper!

Friends outside of work
Eat lunch together
Daily stand up
Team owned deliverables
Team based strategic planning
Group brainstorming sessions
Open office floor plan
Unconscious bias training
Diversity manifesto
Health Insurance & Wellness Benefits
Dental Benefits
Vision Benefits
Health Insurance Benefits
Life Insurance
Retirement & Stock Options Benefits
Company Equity
Performance Bonus
Child Care & Parental Leave Benefits
Generous Parental Leave
Family Medical Leave
Return-to-work program post parental leave
Vacation & Time Off Benefits
Unlimited Vacation Policy
Perks & Discounts
Casual Dress
Commuter Benefits
Company Outings
Packback hosts a variety of team outings monthly, quarterly and annually.
Stocked Kitchen
Happy Hours
Happy hours are hosted once per month usually at our office or on outside venue.
Professional Development Benefits
Job Training & Conferences
Packback offers employees professional development opportunities like Annual individual budget for training, Onsite training courses, The ability to attend job related conferences and seminars.
Lunch and learns
Packback hosts weekly, monthly, and quarterly lunch and learns geared toward the growth and development of our team and networking purposes.
Cross functional training encouraged
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