Director of Customer success manager

OpenClassrooms

Monde Entier 🌎 Remote

CDI

Sep 23

This job is no longer accepting applications.

RESPONSIBILITIES

 At OpenClassrooms, we interact with both Students and B2B customers.

As Director, Apprenticeship Success role, you will own the operations of our Apprenticeship activity, and the satisfaction of our Apprenticeship customers and partners in France.


In this role, you would:

  • Build, lead, and scale a world-class Apprenticeship success team to take care of our customer base in France
  • Build and manage engagement programs that delight apprenticeship customers, secure customer satisfaction and loyalty, driving high retention rates and low churn while influencing up-sell
  • In some cases (large and strategic accounts and partners), you may need to drive the relationship with our customers yourself as you work on building a team of experienced professionals to support them
  • Lead the Apprenticeship Operations to maintain our activity with CFA regulations
  • Work with other departments to understand which services and processes result in exceptional product adoption, high customer satisfaction, and enthusiastic customer advocates
  • In some cases (large and strategic accounts and partners), you may need to drive the relationship with our customers yourself as you work on building a team of experienced professionals to support them
  • Drive excellent outcomes by using data to inform strategy
  • Work with the Student Success Team too in order to ensure apprenticeship students are taken care of (ticket response times, NPS, CSAT, etc.) to optimise their success rate.
  • Create, enable, and manage all Apprenticeship Success’ systems, tools, and processes.
  • Scale the team balancing the constraints of customers demands and operational efficiencies
  • Create, track, analyze and report back on the Apprenticeship Success Team’s KPIs in a repeatable fashion for all internal and external stakeholders
  • Turn existing time-consuming processes into sustainable and scalable automated tasks whenever possible
  • Document everything you and your team do


YOU WILL LOVE THIS JOB IF

You are a proven leader with a track record of building and managing strong customer loyalty and satisfaction programs. You have a strong experience of managing Customer success manager teams. To have a solid knowledge of most - if not all - key players and processes in the world of apprenticeship or professional training (formation professionnelle) in France and employment, is a plus. You are able to interact with senior and junior stakeholders alike.

As an experienced leader, you know how to get things done by working in collaboration with other teams and within your own teams. You are a leader who can recruit, manage, lead and motivate both technical and non-technical teams. You often take initiatives and are constantly on the lookout to learn new things.

 

YOUR BACKGROUND

  • Proven track record of exceptional leadership with experience managing customer success teams (5+ direct reports)
  • A true passion for education, professional training, and job placement (helping others succeed)
  • An international experience (UK, USA)
  • Knowledge and understanding of the apprenticeship sector (CFA operation experience is considered an asset) would be a plus
  • Experienced in CRM management, ticketing tools, quarterly business review programs, etc.
  • Data-driven and results-oriented management approach
  • Ability to work under pressure towards specific KPI’s
  • Comfortable selecting, implementing, and using multiple SaaS tools and platforms to increase efficiencies
  • Strategic thinker who brings solutions to virtually any problems or challenges that come up
  • Automation mindset: you have a natural tendency to eliminate useless tasks and make business processes simple
  • Ability to organize, delegate, and execute multiple tasks, identifying opportunities to make them more efficient
  • Tech savvy (experience with most of the following tech stack would be a bonus: Slack, Salesforce, Pack Office, G-Suite, ATS and other recruiting tools, etc.)
  • Minimum of C1 level in both French and English
  • Bonus: experience in the Elearning/EdTech industry (FOAD)


EDUCATIONAL BACKGROUND

  • 10+ years overall professional experience
  • 5+ years of experience in management
  • 5+ years experience working in the apprenticeship market, professional training and job placement industry would be a plus
  • A solid grasp of apprenticeship (alternance) recruitment dynamics in France
  • Bonus: 1+ year Startup experience

 

WHY JOIN US

  • A work environment and a strong culture built on agility, openness, respect and high quality
  • A competitive salary
  • Health insurance (“Mutuelle”) monthly fee entirely paid by OpenClassrooms and remote medical consultations for free
  • Access to professional development training sponsored by OpenClassrooms
  • Pass Navigo entirely paid by OpenClassrooms
  • Meal vouchers (Employer contribution at 60%, the max authorised by law)
  • Access to the gym for free (Gymlib paid by OpenClassrooms)
  • Unlimited days off, and after 1 year at OpenClassrooms, a 1.000€ premium once a year for 15+ days off taken
  • “Remote First” work policy
  • A company MacBook / PC



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