Job Description

Job Description

Job Description

CSM – Customer Success Manager

Who We Are

Our mission is to "make financial freedom accessible to everyone”, and our specialty is making personal financial management education entertaining and easy to implement. We take deliberate actions to find the latest trends in engagement, education tools, and seek to reach every audience member through our dynamic teachings. We take feedback and client satisfaction seriously by implementing feedback given to us.

Businesses, Associations, Schools, Government bodies and households use the Enriched Academy to assist their employees, members and students reduce Financial Stress, the #1 source of stress in Canada. We deliver through an interactive online platform, training events and one-on-one financial coaching.

We are a rapidly growing team that works from home-based offices across Canada and overseas.

The Role

This role reports directly to the Vice-President, Education Support. This role requires impressive interpersonal skills, and excellent leadership skills with a certain finesse for written and verbal communication, customer service, technical support, and project management. This person must effectively navigate multiple clients and tasks at the same time, requiring a high level of organizational skills. Without sacrificing quality, customer service, or projects, this role must find the perfect balance of support for all Education clients.

The ideal candidate has robust experience with customer service, presentations, and organization, strategic planning and execution, time management, and the Education sector. This candidate is self-motivated, dedicated, communicative and creative with a track record that matches. Your hours are yours to manage, so long as the Key Performance Indicators are met.

This is a salaried full-time position.

For the purposes of pay transparency, this role would garner a base salary in the range of $50-60,000/annum, plus performance-based incentives.

NOTE: a reliable vehicle is required for this role to visit client sites. Mileage expenses are reimbursed by the employer.

Responsibilities

Customer/Client Support - Primary/Middle/High Schools (K-12)

• Meets with assigned clients regularly and prepares before the meeting with required KPIs, health reports, best practices (complete and not), and updated project tasks
• Responds to emails, technical support tickets, and concerns from clients proactively
• Launches new clients following the onboarding process and deploys all required best practices
• Proactively flags when clients are not following best practices or are a concern for “at-risk”
• Makes recommendations to enhance/improve client support or experience
• Drives utilization to hit required client numbers/value

Projects and Administration

• Creates and improves processes within Education department
• Engages and seeks feedback from clients and EA stakeholders to improve the client service on an ongoing basis
• Attends and prepares for internal meetings
• Pulls and analyzes KPI reports
• Sends emails and mass communications out
• Updates marketing material templates and presentation templates for required trainings and events
• Creates teacher accounts

Events and Trainings/Webinars

• Ensures that events are held, managed, and budgeted effectively: SmartMoney event, webinars, trainings
• Project manages their assigned clients and key stakeholders for registration, delivery, and execution of all trainings, webinars, etc.
• Scheduling and delivering webinars and trainings with teachers, schools, students
• Strategizes on best practices, structure, and design of events for maximum results

KPIs

• Meets deadlines for all projects, proactively pivoting as needed
• Meets KPIs as assigned relating to budget, utilization, innovation, satisfaction and completion rates
• Collaborates with the tech team on all projects as necessary
• Collaborates with external stakeholders on necessary projects

Other

• Other duties as assigned

Must-Have Skills

• You are great at project management.
• You are continuously leveling up through self-education via reading, audio books, podcasts and/or courses.
• Excellent interpersonal skills, management skills, and leadership skills.
• Excellent verbal and written communication skills.
• Thorough understanding of market developments, curriculum/webinar/strategies and practices.
• You have knowledge/professional training in Customer Service or equivalent experience.
• Excellent interpersonal and customer service skills.
• Excellent organizational skills and attention to detail.
• Strong analytical and problem-solving skills.
• Strong supervisory and leadership skills.
• Proficient with Microsoft Office Suite or related software.

Must-Have Education and Experience

• Bachelors Degree in Education or equivalent experience
• Experience working with Public or Private Schools
• Experience with Tech Support an asset
• Experience with Presentations an asset

Job Tags

Similar Jobs