Student Success Manager

Crimson Education

Kuala Lumpur
Permanent
Full-time

1 month ago

Want to revolutionize the future of education and do meaningful work that transforms future generations’ lives?Crimson Education is a Series C, global EdTech startup founded in 2013 with the idea that through personalized education and technology, we can transform students into the world leaders of tomorrow. We’re now in 28 markets and have an ambitious team of 700 that’s rapidly expanding across the globe. Our tech platform connects 3000 tutors/mentors to students aiming to achieve admission and scholarships to top universities or their dream career pathway.Our MissionCreating the Education system for the 22nd Century.Our VisionBuilding 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 the 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 managementProactively 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 satisfactionUtilise all available resources (where applicable) to assist students with action steps to build admission candidacy and address application-related questionsBe 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 servicesEngage in conflict resolution and handle complaints as the main point of contactContribute to the company’s revenue by proactively retaining clients, facilitating additional purchase of services (upsells) or referrals from current clients due to high satisfactionConduct regular check-ins with students to ensure their wellbeing, health and safety throughout their Crimson journey and provide necessary professional interventionsIn 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 goalsInternal CoordinationCoordinating 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 consultingClosely check up and monitor client and tutor/mentor performance to ensure measurable outcomesShare student/family’s feedback with wider team when applicable and proactively and preemptively align on action needed for issue resolutionConduct 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 successOperations and ongoing improvementMonitoring and reporting on student progress and strategically intervene where necessary for the benefit of the studentStay up to date with and contribute to a pool of local/ regional resources and knowledge baseEffectively utilise and maintain our IT toolsuiteIdentify and highlight opportunities for service improvement and assist in the implementation of the same to ensure present and future needs of clients are metStay up-to-date with standardised testing schedules and registrations to advise relevant stakeholders and support students as requiredAssist 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 feedbackProfessionalism & 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 beyondExcellent 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 writtenNegotiation 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 backgroundsTeamwork & 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 workplaceAdvantageous:Prior relevant knowledge and experience in education/ mentoring/ coaching/ youth developmentKnowledge of college admissions and international education systemsYou 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 rateInstalments being paid on timeCancellation and refund rateAppropriate 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. upsellsIdentifying 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 packagesStudent’s steady progress along milestone targets and goalsStrategic intervention when a student is off track

Establish trust and rapport with families quickly and effectively

Measured by:

Successful transfer of the relationship from salesBeing the first point of contact for any complaints or concerns from the familiesProviding proactive updates to the families reducing the need for follow up for parentsSuccessfully positioning the value different Crimson team members contribute so that families accept the most beneficial team configuration and follow specialist advice throughout the program

Crimson Education

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