Client Manager

Location: New York, NY

Department: Integration

Type: Full Time

Min. Experience: Mid Level

Knewton is an education startup funded by high-profile investors including Peter Thiel and Reid Hoffman. Located in the heart of Manhattan in the Union Square area, Knewton is building the world's most powerful adaptive learning engine, with the goal of making personalized and engaging education available to all. Knewton has been recognized as a Technology Pioneer by the World Economic Forum in Davos and one of the top 25 best places to work by Crain’s New York Business.

About the Integration team

Knewton partners with large companies to enable them, through our API, to create and deliver adaptive experiences for any type of their content, in nearly any subject matter, for every student. The Integration team works directly with these enterprise partners to create adaptive solutions with their digital educational products that maximize student educational outcomes.

The Integration team provides technical and product guidance, evaluates customers’ technical and analytical challenges, and implements solutions ranging from new API integrations to new analytical workflows/use cases to entirely new applications. This team also provides feedback on requests/features requested by our partners to our product team.

Each integration brings its own unique technical, ontological, and pedagogical challenges based on the nature/scope of the content and solution. The team is called upon to develop and deliver these integrations efficiently.

The Integration team operates in groups of three for each partner: an Integration Architect, a Solutions Engineer, and a Client Manager.

Description

The Client Manager is the primary point of contact for our API partners, managing the overall health, communications, and project management for each implementation. This role is also the partner interface for results and efficacy, sales support, training, technical escalations, and customer experience. The CM works to understand partner needs and pulls internal resources across Knewton, when necessary, to support the post-launch product/relationship. The role combines a business mind that can deeply understand Knewton’s strategy with a product sensibility that balances the needs of both Knewton and its partners.

Goals

  • Deliver on the partners’ objectives post-API implementation launch
  • Drive improvement of student outcomes within the integration
  • Ensure that the integrations continue to support Knewton’s goals in adoption, data, efficacy, revenue
  • Improve efficiencies of implementations over time
  • Identify additional opportunities to leverage Knewton’s technology to deliver partner content

Responsibilities

  • Project manage the overall implementation plan
  • Work with partners to improve their product through Knewton’s technology post launch; work with IA as a team during pre-launch
  • Serve as the key point of contact and communication lead with the partner
  • Represent the partner within Knewton
    • Report on status of an integration; represent partner priorities, escalate issues to management; ensure contract obligations are met
  • Become an expert on Knewton-powered products
    • Train Sales, Marketing, Support and other applicable teams on Knewton-powered products
  • Manage the plan for measuring success
    • CM is responsible for tracking metrics and working with partners to meet the goals of the integration

Specific Job Duties

  • Author, maintain, and drive project milestones pre and post launch
  • Identify patterns across partners and advocate for features that should be addressed by Knewton’s roadmap
  • Communicate the Knewton roadmap externally, including the release and deprecation of features
  • Provide partners with the materials and resources they need to effectively use Knewton products
  • Drives most critical feedback from partners to our product team (and other teams) to impact roadmap or other services
  • Work with technical support team to escalate and resolve major issues

Perks include:

  • Competitive salary and stock options
  • Flexible hours
  • High-quality equipment (default setup: a Mac laptop with a giant monitor)
  • The opportunity to use cutting-edge machine learning and engineering techniques to transform and democratize education
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