About the Customer Experience Manager role:
MIYO Health is seeking an extraordinary Customer Experience Manager to join our team! The Customer Experience Manager will play a key role in ensuring every interaction with customers (i.e. Public School Districts, Charter Schools and Private Schools) reflects MIYO Health's guiding principles, commitment to innovation, care and exceptional customer service.
The Customer Experience Manager will be responsible for customer engagement, service, and satisfaction, onboarding and training, renewals, and analyzing data to determine insights, identify trends and drive strategies that enhance the customer experience and overall satisfaction and achievements of the customers.
As the Customer Experience Manager at MIYO Health, you will serve as a trusted advisor, guiding our customers through a seamless onboarding experience with MIYO Health services, ensuring they maximize the value of our solutions and continue to thrive as long-term partners in health innovation.
This is a great opportunity for a candidate who wants to:
- Make a meaningful impact on the lives of others
- Be part of a community that truly believes in the power of care and connection
- Contribute to a world where everyone, regardless of their challenges, is given the tools to thrive, the opportunity to grow, and the support to reach their full potential.
- Lead initiatives that prioritize customer feedback and satisfaction
- Be part of a dynamic, forward-thinking team that values innovation and growth
- Experience a culture of compassion, innovation, and collaboration— it's celebrated, as we lift each other up to reach new heights together
- Enhance and redefine the customer journey in a rapidly evolving educational environment
- Develop and implement strategies that make a meaningful impact on customer retention and engagement
What You'll Do:
- Own the full customer lifecycle, including onboarding, training, retention, and up-selling, ensuring a seamless and impactful experience at every stage
- Conduct Mental health Platform demos, assist in pre-sales activities. Set up and onboard districts on to the platform and ensure seamless integration with school systems
- Act as the primary point of contact for district customers, guiding them toward achieving their desired outcomes and maximizing the value of their partnership with MIYO Health
- Build and nurture long-term relationships with customers, driving retention, satisfaction, and revenue growth
- Become an expert in MIYO Health's full suite of products and services, confidently articulating their value to meet diverse customer needs
- Proactively provide consistent outreach, focusing on customer satisfaction, service usage, and alignment with expected outcomes
- Collaborate with key stakeholders to drive the adoption and success of MIYO Health's services
- Address customer questions, troubleshoot issues, and deliver exceptional support through clear and timely communication
- Regularly update and maintain accurate customer data across various platforms to ensure seamless operations
- Identify opportunities for additional services and up-selling, aligning solutions with evolving customer needs
- Partner cross-functionally with teams such as Clinical Management, Sales, and Support to resolve challenges, foster collaboration, and deliver a superior customer experience
- Problem-solve creatively and efficiently, ensuring every customer interaction enhances their overall journey and reinforces their trust in MIYO Health
- Analyze customer data to ensure services, support, and platform features are being utilized to their full potential, identifying opportunities for optimization and growth
Requirements
What You Need:
- A Bachelor's Degree or equivalent experience in the education industry (required)
- 2+ years of experience in customer success, preferably within the education sector; experience in Mental Health (MH) is a plus
- Experience with school based technology platforms is a plus. Ability to analyze user and usage patterns to discern gaps and enhancements
- Work closely with the internal technology project team to implement enhancements
- A proven track record of exceeding B2B sales quotas and delivering exceptional results
- Demonstrated ability to develop relationships and build partnerships across various levels within school districts
- Exceptional verbal and written communication skills, customer service skills, presentation skills and the ability to build relationships with key stakeholders
- Outstanding attention to detail and excellent project management skills
- A growth mindset with a hunger to learn, adapt, and succeed in a fast-paced start-up environment
- Experience with HubSpot or similar CRM tool
- Experience working with SaaS platforms, leveraging their tools to drive customer engagement, optimize workflows, and deliver exceptional service outcomes
- Strong desire to make a meaningful impact by driving customer success, fostering relationships, and contributing to a mission-driven organization
Benefits
Compensation & Benefits:
- Full-time salaried employee (range is $65,000-$75,000 base + commission)
- Eligible to enroll in benefits (medical, dental, vision, long-term disability, etc.)
- Eligible for Unlimited PTO
- Work remotely
- Flexible Scheduling
- Training
- Team collaboration
- Opportunity for growth and development
Work Environment:
- Remote
- Professional workspace
- You will need Internet access and a device for video conferencing
Physical Demands:
- Frequent use of a computer, keyboard, and phone
- Frequent sitting and standing
About Us:
Our Vision is a future where mental health and special education services are easily accessible to all who need them.
Our Mission is to empower organizations in mental health and special education by unlocking their full potential through intuitive technology and flexible staffing solutions.
At MIYO Health, our journey is defined by a deep-seated commitment to transforming the landscape of mental health and special education services through technology and unwavering dedication. Our story is a testament to innovation, adaptability, and our mission-centric philosophy.
Our story began with the establishment of TeleTeachers, where we provided online services and software solutions for special education, related services, and behavioral mental health counseling, targeting K-12 students and young adults. It was here that we first recognized the need for transformative change in the health sector. As we evolved and expanded our vision, MIYO Health was born, signaling our commitment to customizable and intuitive technology solutions for organizations and individuals making a difference in health and education.
Our solutions include:
- IEP Solutions
- Speech-Language Therapy
- Occupational Therapy
- Physical Therapy
- Behavioral and Mental Health services
- Special Education Teachers and services
- School Psychologist
- And more!
- Mental Health Solutions
- Affordable SaaS Solution
- Universal Screening Tool
- Data Collection
- Case Management
- Billing
