Customer Success Manager

Our Mission

Creating the Education system for the 22nd Century.

Our Vision

Building the Leaders of Tomorrow.

What this role is responsible for:

The Student Success Manager is responsible for the student experience at Crimson. The Student Success Manager is the main point of contact for the student and family, supporting the student in the timely execution of an agreed roadmap to achieve desired student outcomes and goals. You will work closely with varying internal stakeholders to ensure smooth completion of services and high client satisfaction.

The key focus of a Student Success Manager is to build relationships both internally and externally and to communicate effectively to maintain trust and strong collaboration.

Student Success Managers are highly organized and skilled employees in project management who understand the needs of different stakeholders and keep the internal team on track to achieve desired student outcomes. They display business acumen and safeguard the students’ and Crimson’s investment from the beginning to the end of the student’s Crimson journey.

As a local partner to the student and their family you will be responsible for informing other team members of cultural or local expectations and requirements and contribute to the continuous improvement of Crimson services in your region.

What success looks like:

Customer Relationship management

• Proactively organise meetings and interactive communications with students, parents and internal team members as required to to check in, update on progress, support students to stay on schedule with milestones and ensure client satisfaction

• Utilise all available resources (where applicable) to assist students with action steps to build admission candidacy and address application-related questions

• Be the main point of contact to clients, with an emphasis on parent liaison, and provide timely and accurate responses to their enquiries concerning the college admissions process and the delivery of Crimson services

• Engage in conflict resolution and handle complaints as the main point of contact

• Contribute to the company’s revenue by proactively retaining clients, facilitating additional purchase of services (upsells) or referrals from current clients due to high satisfaction

• Conduct regular check-ins with students to ensure their wellbeing, health and safety throughout their Crimson journey and provide necessary professional interventions

• In conjunction with the wider team, to mentor students on transferable skills such as time and stress management, project management and leadership skills to assist them in successfully achieving their academic and ECL goals
  

Internal Coordination

• Coordinating and allocating students and tutors/mentors in conjunction with the Tutor/Mentor Management team.

• Facilitate meetings with clients and strategy team to create strategies for client tutoring and/or consulting

• Closely check up and monitor client and tutor/mentor performance to ensure measurable outcomes

• Share student/family’s feedback with wider team when applicable and proactively and preemptively align on action needed for issue resolution

• Conduct service team’s internal discussions/ alignment meetings on students’ progress to make sure everyone is on the same page and working as an effective team towards student success

Operations and ongoing improvement

• Monitoring and reporting on student progress and strategically intervene where necessary for the benefit of the student

• Stay up to date with and contribute to a pool of local/ regional resources and knowledge base

• Effectively utilise and maintain our IT toolsuite

• Identify and highlight opportunities for service improvement and assist in the implementation of the same to ensure present and future needs of clients are met

• Stay up-to-date with standardised testing schedules and registrations to advise relevant stakeholders and support students as required

• Assist students in acquiring/ preparing for necessary documentations as required for the application process (application fill-in, recommendation letters, transcripts, testing certificates, highschool programs review certifications, etc)

• Translation of documents and communications in various channels between parents and the wider services team where required (Line can be removed/added as per region practice)

What qualities and skills would help you succeed in this role:

Required:

• High level of resilience: works well under pressure, demonstrates a positive outlook in times of uncertainty, recognises when to ask for support, continues to perform effectively in stressful and ambiguous circumstances, does not become defensive or irritated when times are tough, open to feedback

• Professionalism & customer service attitude: Acts professionally in situations that arouse strong personal or emotional reactions, for example in escalation scenarios, handles customer complaints and criticism constructively by listening, ability to show patience and empathy in all situations, a services mindset showing genuine care and the desire to help others, a willingness to go above and beyond

• Excellent communication & interpersonal skills: commands attention and brings leadership to client meetings, can make people feel at ease, extensive experience in customer relationship management, advanced English proficiency both verbal and written

• Negotiation skills & adaptability: builds rapport and trust within the organisation, de-escalation and conflict resolution skills, high cultural awareness and adaptability to efficiently manage the different dynamics of customers and stakeholders from diverse backgrounds

• Teamwork & collaboration: highly organized and exhibit effective time management, result-oriented, effective problem solving skills with a can-do attitude, exhibit a positive attitude and a growth mindset in the workplace

Advantageous:

• Prior relevant knowledge and experience in education/ mentoring/ coaching/ youth development

• Knowledge of college admissions and international education systems
  

You know you’re crushing it when you:

• Ensure that clients continue to feel the value of their investment matches the value of service delivery received
  • Measured by:

    • Quarterly NPS score (team and individual) and NPS response rate

    • Instalments being paid on time

    • Cancellation and refund rate

    • Appropriate issue handling and escalation, taking client feedback and initiating change / improvements to service delivery where necessary

• Tailor each student’s program to their maximum benefit
  • Measured by:

    • Appropriately restructuring programs to better meet student needs incl. upsells

    • Identifying additional opportunities for students both locally and globally incl. internships

• Maximise student progress and program utilisation according to pre-set goals and milestones
  • Measured by:

    • Student’s timely utilisation of purchased support packages

    • Student’s steady progress along milestone targets and goals

    • Strategic intervention when a student is off track

• Establish trust and rapport with families quickly and effectively
  • Measured by:

    • Successful transfer of the relationship from sales

    • Being the first point of contact for any complaints or concerns from the families

    • Providing proactive updates to the families reducing the need for follow up for parents

    • Successfully positioning the value different Crimson team members contribute so that families accept the most beneficial team configuration and follow specialist advice throughout the program

If youre passionate about growing in a fast-paced, collaborative environment, and want to work with cutting-edge technology then wed love to hear from you!

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