Customer Success Manager (Bilingual Mandarin and English...

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 pathways.

We’ve built Crimson to become the world’s most successful university admissions consultancy, with our students 4x more likely to gain admission. To support our students, we have a Student Success team that’s obsessed with providing the best outcomes for our students and leveling the playing field. They engage, manage, and facilitate a student’s journey with Crimson to help them achieve their goals and reimagine their future.

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.

A Student Success Manager's key focus is to build internal and external relationships and 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 organize meetings and interactive communications with students, parents, and internal team members as required to check in, update on progress, support students to stay on schedule with milestones, and ensure client satisfaction

+ Utilize 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 for clients, with an emphasis on parent liaison, and provide timely and accurate responses to their inquiries 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 purchases of services (upsells) or referrals from current clients due to high satisfaction

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

+ In conjunction with the wider team, 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 with the Tutor/Mentor Management team.

+ Facilitate meetings with clients and the strategy team to create strategies for client tutoring and consulting

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

+ Share student/family’s feedback with the 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 toward 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 utilize and maintain our IT tool suite

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

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

+ Assist students in acquiring/ preparing for necessary documentation as required for the application process (application fill-in, recommendation letters, transcripts, testing certificates, high school 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, recognizes 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 in both verbal and written

+ Negotiation skills & adaptability: builds rapport and trust within the organization, 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 the international education system