Manager, Strategic Support

A pioneer in K-12 education since 2000, Amplify is leading the way in next-generation curriculum and assessment. Our core and supplemental programs in ELA, math, and science engage all students in rigorous learning and inspire them to think deeply, creatively, and for themselves. Our formative assessment products help teachers identify the targeted instruction students need to build a strong foundation in early reading and math. All of our programs provide educators with powerful tools that help them understand and respond to the needs of every student. Today, Amplify serves more than 15 million students in all 50 states. For more information, visitamplify.com.

Job Description:

The Strategic Customer Support Manager leads a team of Specialists dedicated to meeting our customers' technical needs with accuracy and efficiency. This role is responsible for developing robust processes and providing the team with the necessary tools and training for flawless execution. Beyond operational oversight, the Manager resolves critical technical and non-technical issues raised by stakeholders and implements high-level business directives from executive leadership. The successful candidate will blend systems-level thinking with a sharp attention to detail, ensuring seamless large-scale implementations and maintaining a strong communication cadence across cross-functional teams.

Essential Responsibilities:

• Provide high-touch, premium service to high-level strategic accounts, ensuring their complex needs are met with precision.

• Identify and resolve process gaps to develop traceable, scalable solutions that enhance the customer journey.

• Partner with senior management and cross-functional teams to execute new initiatives, such as Ready For School (RFS) training, and ensure all supporting documentation is in place.

• Lead communications during software outages, acting as the primary link between Strategic Services and the Product, Engineering, and Marketing teams.

• Monitor analyst performance to proactively identify, document, and address areas for improvement through continuous coaching and product knowledge training.

• Conduct regular 1-on-1s and timely performance reviews for full-time employees to foster professional growth.

• Cultivate a cohesive and inclusive team environment that promotes best practices and high engagement.

• Oversee the completion of all mandatory training initiatives and manage administrative duties, including timecard approvals and overtime monitoring.

• Monitor daily case volumes and account-specific spikes to ensure balanced workloads and efficient resource allocation.

• Analyze team-level data and incoming case trends to drive performance improvements and inform other departments of shifts in customer behavior.

• Assist agents in crafting accurate, high-quality responses to complex customer inquiries.

• Serve as the point of contact for high-level escalations, collaborating with Customer Success, Sales, and Product Owners to resolve issues and lead de-escalation efforts.

Minimum Qualifications:

• Bachelor's Degree or equivalent, proven experience

• 3+ years of service or experience in handling strategic accounts/Tier 1 + Accounts.

• Ability to provide and receive constructive performance insights.

• Product- or industry-specific knowledge.

• Excellent written and oral communication skills.

• Proven ability to manage a team, including conflict resolution.

• Alignment with company values and mission.

• Strength in data-driven communication and decision-making.

• Experience aligning metrics cross-functionally and telling compelling data stories.

Preferred Qualifications:

• Salesforce and Google Suite Experience

• 3+ years managing a team

• 1+ years of technical support

• Experience in the Edtech field

What we offer:
Salary is only one component of the Amplify Total Rewards package, which includes a 401(k) plan, stock options, competitive health insurance and mental health options, basic life insurance, paid time off, parental leave, and access to best-in-class development programs. The gross salary range for this role is $80,000 - $85,000. This role is eligible to earn an annual discretionary bonus that rewards individual and company performance.

Amplify is an Equal Opportunity Employer. Amplify makes employment decisions based on qualifications and merit, and does not discriminate based on race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability status, veteran status, or any other legally protected characteristic or status.

Amplify is committed to providing reasonable accommodations for qualified individuals with disabilities, including disabled veterans. If you have a disability and need an accommodation in connection with the application or hiring process, please email hiringaccommodations@amplify.com.

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If you are selected for employment, a background check will be required. As required by state and local laws and district policies, you may be required to provide additional documentation, such as proof of vaccination, or submit to enhanced background screening, such as fingerprinting.

Amplify is an E-Verify participant.