Brazil Customer Success Manager

ABOUT KHAN ACADEMY
Khan Academy is a fast-paced, nonprofit with the mission to deliver a free, world-class education to anyone, anywhere. Our proven learning platform offers free, high-quality supplemental learning content and practice that cover Pre-K12th grade and early college core academic subjects, focusing on math and science. We have over 155 million registered learners in 190 countries and 51 languages and are committed to improving learning outcomes for students worldwide, focusing on learners in historically under-resourced communities. For more information, please see research findings about Khan Academy and our press center.
OUR COMMUNITY
Our students, teachers, and parents come from all walks of life, and so do we. Our team includes people from academia, traditional/non-traditional education, big tech companies, and tiny startups. We hire great people from diverse backgrounds and experiences because it makes our company stronger. We value diversity, equity, inclusion, and belonging as necessary to achieve our mission and impact the communities we serve. We know that transforming education starts in-house with learning about ourselves and our colleagues. We strive to be world-class in investing in our people and commit to developing you as a professional.
KHAN ACADEMY BRAZIL
Khan Academy Brazil aims to deliver a world class user experience to learners that is locally relevant with content, programs, and resources for teachers, schools, and districts. Our platform is a supplemental educational digital resource that offers interactive activities based on mastery-based learning for K-12 grades covering Math, Portuguese, and Science, all aligned to BNCC. We serve more than 6 million learners across our websites, apps and youtube channels and our goal is to scale the impact of our platform by focusing on partnerships with public districts in Brazil.
ABOUT THE ROLE
Khan Academy Brazil is seeking a Brazil Customer Success Manager who is excited to join a small team working on a big goal: helping school systems implement Khan Academy to support student learning. In this role, we're looking for someone who enjoys working with new technologies to empower educators and drive student learning. Applicants should be ready & excited to translate the core skill set of customer success management to an education context & should be equally comfortable having conversations with members of schools team as well as leaders of curriculum & instruction, technology & classroom teachers. Technical problem-solving, relationship management & relational intelligence, empathy for school leaders & teachers, and excellent communication form the desired skill set for this role.
Your key responsibilities:

Work with school and state leaders to plan, roll out, and implement Khan Academy
Proactively identify ways to increase the success of teachers and students with our programs
Represent an in-depth perspective of educator & student needs throughout the organization
Build capacity within the school system for a scalable and sustainable implementation
Analyze qualitative and quantitative data to inform program improvements
Implement processes that consistently generate high levels of school engagement
Navigate complex discussions with empathy and confidence, identifying nuanced customer needs & facilitating change management within systems to boost effective usage & satisfaction with Khan Academy's products & content
Use internal tools with fidelity & identify opportunities to improve usage over time
Drives improvements to school success playbooks over time by testing new ideas, measuring results, and collaborating closely with members across Khan Academy Brasil

ABOUT YOU
What you bring:

5+ years of relevant work experience – 3+ years of classroom teaching experience or district-level administrator at a K-12 setting and 2+ years of customer success, account management, or education-focused support experience preferred
Strong problem-solving skills and creative thinking to help school partners find ideal solutions
Deep understanding of teachers and school systems and a clear passion for education
Outstanding communication skills, in multiple formats, including email, written documents, digital presentations, and verbal conversations


Advanced collaboration skills – you can work with multiple teams simultaneously and know how to coordinate dependencies between them without needing formal authority


Project management & prioritization experience and the ability to reliably execute & support dozens of school accounts simultaneously & efficiently
Strong data analysis skills – you are skilled at working with qualitative and quantitative volumes of data, identifying trends, and drawing evidence-based conclusions


Portuguese and English proficiency
Permission to work in Brasil

You would be a great fit if you have:

Experience working with government partners
Experience using Khan Academy in the classroom with students
Strong coaching skills, including the ability to coach and mentor existing and new administrators, teachers and administrators
Excellent organizational skills - ability to manage multiple tasks concurrently, from start to finish
Strong technology skills including ed tech tools, video recording software, live video-conferencing tools, & Microsoft Office Suite and Google Workplace tools
A high standard of professionalism and integrity, essential for handling sensitive information and making discretionary decisions
Residency or willingness and ability to relocate to São Paulo, demonstrating flexibility and commitment to the role

PERKS AND BENEFITS
We may be a non-profit, but we reward our talented team extremely well.

Competitive salaries with great healthcare and life insurance benefits
Flexible schedules and personal time off beyond regular vacations
Professional development focus
An exceptional team that trusts you and gives you the freedom to do your best
The chance to put your talents towards a deeply meaningful mission and the opportunity to work on high-impact products that are already defining the future of education
A kind and welcoming workplace with opportunities to connect through affinity, ally, and social groups

LEARN MORE

Sal's TED Talks: 2023, 2015, 2011
Our team: http://www.khanacademy.org/about/the-team
A glimpse of our content created: https://www.youtube.com/watch?v=QGLnIyop0P4

OUR COMPANY VALUES
Live & breathe learners. We deeply understand and empathize with our users. We leverage user insights, research, and experience to build content, products, services, and experiences that our users trust and love. Our success is defined by the success of our learners and educators.
Take a stand. As a company, we have conviction in our aspirational point of view of how education will evolve. The work we do is in service to moving towards that point of view. However, we also listen, learn and flex in the face of new data, and commit to evolving this point of view as the industry and our users evolve.
Embrace diverse perspectives. We are a diverse community. We seek out and embrace a diversity of voices, perspectives and life experiences leading to stronger, more inclusive teams and better outcomes. As individuals, we are committed to bringing up tough topics and leaning into different points of view with curiosity. We actively listen, learn and collaborate to gain a shared understanding. When a decision is made, we commit to moving forward as a united team.
Work responsibly and sustainably. We understand that achieving our audacious mission is a marathon, so we set realistic timelines and we focus on delivery that also links to the bigger picture. As a non-profit, we are supported by the generosity of donors as well as strategic partners, and understand our responsibility to our finite resources. We spend every dollar as though it were our own. We are responsible for the impact we have on the world and to each other. We ensure our team and company stay healthy and financially sustainable.
Bring out the joy. We are committed to making learning a joyful process. This informs what we build for our users and the culture we co-create with our teammates, partners and donors.
Cultivate learning mindset. We believe in the power of growth for learners and for ourselves. We constantly learn and teach to improve our offerings, ourselves, and our organization. We learn from our mistakes and aren't afraid to fail. We don't let past failures or successes stop us from taking future bold action and achieving our goals.
Deliver wow, We insist on high standards and deliver delightful, effective end-to-end experiences that our users can rely on. We choose to focus on fewer things — each of which aligns to our ambitious vision — so we can deliver high-quality experiences that accelerate positive measurable learning with our strategic partners.
HOW TO APPLY

Attach your resume or Linkedin URL in the space provided below.
Please address the below-mentioned task and attach your response in the space provided below.

TASK
Describe one challenge you have faced while managing a distressed customer, your solution, and the results achieved. Please limit it to a one-pager.
We are committed to equal employment opportunity regardless of race, color, ancestry, religion, sex, gender, gender identity or expression, national origin, sexual orientation, age, citizenship, marital status, disability, or Veteran status. We value diversity, equity, and inclusion, and we encourage candidates from historically underrepresented groups to apply.




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