The Team

At Edovo, our mission is to help everyone connected to incarceration build better lives. We’ve created a secure digital platform to expand education behind bars, reduce recidivism and to support the vocational, rehabilitation and communication needs of the 2.2 million people in jails and prisons. Users have access to thousands of hours of self-guided learning materials. Upon release, our learners have the option to continue their progress on the outside. Edovo offers courses in subjects ranging from basic literacy and GED to career exploration and cognitive behavioral therapy. We’re also building tools to keep people in touch with jobs, social services, friends, and family. Our team is committed to supporting opportunities for justice-involved people.


Don’t take it just from us. Awards, publications, grants, and partnerships all around the country are recognizing the momentum and impact of Edovo. A select few: Global EdTech Startup Champion in London out of 1,000+ competitors; GIIRS Platinum Rating for social impact; MacArthur Foundation Grant Award Winner; Forbes article feature; Chicago Community Trust grant award winner; Impact Engine portfolio member; SXSW Civic Tech Innovation Pitch Competition runner-up; Chicago Innovation "Up and Comer" Award winner; and so much more.


Check out a brief picture of our program from the perspective of the people who use it. Visit Edovo on Vimeo for more.

The Role

We love everyone of our customers: big or small. However, with our rapid growth we now have a tailored approach to our “high value clients” by providing them with targeted Customer Success. This means that as one of two Customer Success Managers reporting to the Director of Customer Success, you will play a critical role in ensuring satisfaction of eight to ten key clients.


We’re a tight knit family at Edovo, our passion for making a difference in the industry and being thought leaders on what success really means to the corrections industry is core to who we are. We’re not afraid to say no to our customers if that means leading them to a better yes, and we seek to understand the ever changing challenges they face in one of the hardest jobs in the nation. You are expected to create long-term trusting relationships with these customers while also being the internal liaison between multiple Edovo functions (support, sales, product, etc.) to improve the customer’s overall experience.


GENERAL JOB RESPONSIBILITIES

  • Ensure that customers derive maximum value from their investment in Edovo

  • Identify key opportunities of delight or satisfaction to increase loyalty

  • Work closely with Account Executive to identify opportunities for growth or expansion of services

  • Identify risks of customer achieving their stated goals, Edovo meeting it’s commitments and build risk mitigation plans for either relevant scenario

  • Participate as a key stakeholder in the onboarding process of any new product or service

Qualifications


MUST-HAVES

  • 3-5 years experience in Customer Service/Success or other relevant field such as Account Management

  • Ability to develop relationships with executives and stakeholders of customers

  • Excellent active listening, organizational, communication and consultative skills

  • Ability to multitask, prioritize, and perform effectively with sharp attention to detail while working in a dynamic environment

  • Self starter: someone that takes initiative, owns and learns from mistakes, is proactive and collaborative, and has strong business acumen

  • Passion for Edovo’s mission and an excitement to learn from and solve challenges with our constituents by working with staff, students, friends & family of the incarcerated

  • WIllingness and availability to travel 25-30% of the time


BONUS POINTS FOR

  • Previous startup or small business experience

  • Passion for criminal justice reform, social justice, adult education, or telecommunications

  • Experience working, volunteering, or personally impacted by the jail/prison system


Details

  • Location: Chicago, IL

  • Salary: Competitive salary reflective of experience

  • Department: Role reports to Director of Customer Success


Inquiries


Edovo is an impact driven private company. We offer our employees an exceptional workplace and fully paid benefits for team members and their families. We hire tenacious, innovative and passionate people and give them opportunities to grow and succeed.


If you've had the chance to read all the way through this job description, please include "[Unlock Potential]" in the subject line of your e-mail. Send resume and a brief statement of 1) why you're excited about this opportunity and 2) why you'd knock it out of the park to Anna Ferguson, Director of Customer Success at anna@edovo.com. We look forward to meeting you!


Teams with bold missions need diverse ideas to generate the most impact. For that reason, Edovo is committed to building diverse and inclusive work spaces. We don't discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status. And yes, we believe in second chances.


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