About the Company
Aperture Education empowers over 3,000 schools and out-of-school-time programs across North America to measure, strengthen, and support social and emotional competence in K-12 youth and educators. This system enables education leaders to make strategic, data-based decisions about SEL within their organizations.
The Aperture system includes the DESSA suite of strength-based assessments, CASEL™-aligned intervention strategies, and robust reporting, all in one easy-to-use digital platform. Aperture has supported more than one million students in their social and emotional growth and continues to develop innovative solutions to bring the whole child into focus. To learn more, visit www.apertureed.com
Jessica Adamson, the CEO of Aperture Education, leads a world-class team of educators and technology specialists, psychologists, and social-emotional learning experts. With a legacy of serving all students and the adults who care about them, Aperture has a sustained commitment to empower an increasingly diverse team of professionals. Every team member shares a commitment to improving education at every level.
About the Role
The Vice President of Customer Experience will report to the CEO and will be responsible for ensuring that Aperture customers receive a best-in-class post-sales customer experience that leads to strong customer retention and which maximizes Aperture's ability to create lasting impact in the lives of the students and educators we serve. The VP of Customer Experience will oversee the teams responsible for customer success, including staff responsible for: onboarding and training, customer engagement, and renewal across Aperture's quickly growing portfolio of district and state educational partners.
Responsible for all customer renewal and expansion revenue, the VP of Customer Experience is also a sales leader who understands the role that high quality implementation and engagement activities play in the success of a software services business.
As a company whose core values and differentiation lie in the combination of rigorous science which prioritizes practical applications, the VP of Customer Experience will build and deliver solutions and services that are informed by research and best practice.
The VP will bring the Voice of the Customer to the Executive Leadership Team, providing strategic insight into the customer experience and helping the company to proactively identify, design, and bring to market solutions for addressing customer opportunities and challenges.
Aperture offers a competitive compensation package commensurate with experience and expertise, including incentive compensation, benefits, and relocation assistance. This position can be filled remotely.
Develops processes, procedures, and schedules for managing a portfolio of partnerships which spans from very small district or out of school time partners to state departments of education that result in consistently high renewals.
Creates both the competency and capacity within Aperture of supporting high quality project management for onboarding and supporting very large clients.
In collaboration with Research and Development, integrates effective implementation practices and implementation resources differentiated by client attribute and works to ensure these practices are integrated into sales, customer support, and professional learning (i.e., client training) resources.
In collaboration with Research and Development as well as Sales and Marketing, develops a strategy for continuing to grow Aperture’s professional learning and service offerings to support the varied needs of clients.
Continuously anticipates and plans for staffing needs to ensure appropriateness to meet anticipated growth of Aperture’s portfolio.
Builds and leads a team of trainers to design scalable and research-based training solutions that are focused on helping to maximize the value and impact clients receive from Aperture products.
Oversees development and ongoing refinement of an internal customer monitoring system which consists of dashboards for monitoring customer usage, implementation, account health, and impact on student outcomes.
The VP will be responsible for owning Aperture’s KPIs related to renewals and will share goals related to customer engagement and satisfaction with the Chief Product Officer
Ensure collaboration among various teams by identifying opportunities for improved collaboration and communication; participate in cross-functional and strategic projects teams to ensure alignment across departments.
In collaboration with the Executive Leadership Team, determines the strategic direction and priorities of Aperture and provides vision to the Customer Experience Department.
Provides leadership to create and support a company culture that values diversity, equity and inclusion.
Leads and supervises the Customer Experience Department and establish and ensure that Customer Experience strategic and operational goals are aligned with and in support of Company Education goals and adhere to Company’s performance management processes.
Fosters a departmental culture that adheres to and enhances Aperture's core values.
Develops and manages annual budget in alignment with corporate priorities.
A minimum of 5 years of experience:
Demonstrated experience with building systems and processes for supporting a portfolio of large and small accounts resulting in high renewal rates and exceeding $10M per year
Using sales projections to plan for scaling staffing and process
Managing and promoting the development and continuous improvement of high performing teams and individuals
Direct experience overseeing implementation of very large school district and/or states in the use of K12 education technology, ideally assessment products.
Responsibility for managing key accounts (top 10 districts and/or state level partnership experience) with demonstrated experience for account retention and expansion
Experience building scalable professional development programs and teams
Skilled in project management and oversight of multiple projects at a time.
Previous responsibilities developing and managing a department budget
Building actionable dashboards to monitor implementation or customer health
Experience using CRM
K-12 classroom teaching, student support services or administrative experience.
Familiarity with implementation science or implementation frameworks
Experience with Hubspot CRM
We Are an Equal Opportunity Employer | Aperture Education does not discriminate in employment on the basis of race, color, religion, sex (including pregnancy and gender identity), national origin, political affiliation, sexual orientation, marital status, disability, genetic information, age, membership in an employee organization, parental status, military service, or other non-merit factor.
Aperture Education, in compliance with the Drug-Free Workplace Act of 1988 provides a drug-free workplace for all employees