CUSTOMER SUCCESS MANAGER
Location: Hanoi or Ho Chi Minh
Team: Customer Success Management
Report to: Head of Customer Success – SEA & Taiwan
WHAT WILL YOU DO?
As a Customer Success Manager, you will play a key role in ensuring the success and satisfaction of our B2B client base. Your primary responsibilities will include onboarding, tailored implementation planning, user engagement, and being the ELSA representative to foster growth opportunities within our client portfolio. We focus on providing solutions that enhance educational outcomes through technology for diverse clients, including enterprises, English language teaching centers, K-12 schools, and higher education institutions.
Engagement and Client Relationship Management:
- Curate and create learning activities customized to different client segments, fostering engagement and success.
- Act as a representative speaker, engaging with clients to understand their needs and effectively communicate the benefits of our platform and solutions.
Onboarding and Tailored Implementation:
- Operate seamless onboarding process for new clients, ensuring a smooth transition onto our platform.
- Develop and implement customized strategies aligned with clients’ needs, optimizing our solutions within their educational settings.
Growth and Retention Initiatives:
- Build case studies, best practices, and user testimonials for use in marketing and branding.
- Proactively identify opportunities for upselling or expanding services to maximize client values.
- Collaborate cross-functionally with Sales, Marketing, Product Development, and Support teams to address client needs and regular check-ins with clients to understand their evolving needs and challenges.
User Training and Ongoing Support:
- Conduct comprehensive user training sessions, empowering clients with in-depth knowledge on effectively utilizing our technology.
- Provide ongoing support to address queries and ensure optimal usage of our solutions.
- Act as a liaison between clients and internal teams, addressing customer inquiries, resolving issues, and managing escalations.
- Collaborate with the support team to ensure timely and effective resolution of client concerns.
- Educational Background: A bachelor’s or master’s degree in English, Linguistics, TESOL (Teaching English to Speakers of Other Languages), Education, or a related field.
- Curriculum Development: Knowledge of curriculum development and instructional design to help clients tailor training programs to their specific needs.
- Teaching Experience: Prior experience as an English language teacher or instructor is preferred. Understanding the teaching process and student needs is crucial when working with clients in the education sector.
- English Language Proficiency: Near-native proficiency in English is typically required, along with a deep understanding of English pronunciation.
- Client Management Skills: Strong relationship-building abilities to effectively communicate the value of the training platform’s offerings to clients and manage their accounts.
- Communication Skills: Excellent written and verbal communication skills to effectively interact with clients and internal teams.
- 3 – 10 years of working experience, preferably in the EdTech or Education industries.
- Excellent communication, negotiation, and presentation skills.
- Strong problem-solving and strategic thinking abilities.
- Proficiency in Microsoft Office suite.
- Knowledge of the education sector and familiarity with EdTech products and services is a plus.
- Ability to work independently, prioritize tasks, and manage multiple client accounts simultaneously.
WHY YOU’LL LOVE WORKING HERE?
- Competitive compensation with hot monthly bonus
- ELSA Premium account
- Premium Health Insurance, Annual Health Check
- Flexible working time (9am-6pm Mon-Fri), hybrid working
- Up to 16 days leave, 1 birthday leave, 1 Christmas day.
- Social insurance, health insurance, and unemployment insurance for full salary.
- Fun energetic team; international & collaborative culture
- Opportunities to grow professionally and play a critical role in shaping the next stage of the company’s growth.
- Experience the true spirit of a fast-growing and well-funded Silicon Valley startup.
- Company trip, Company Birthday, Company Party and Happy Hour.
HOW TO APPLY?
Send your CV to [email protected]. Apply now to maximize your talents and make a real impact!