Student Success Manager - FR

Job description

 

DESCRIPTION OF THE POSITION


There’s a revolution currently taking place in the education and training field and you want to be a part of it. You feel strongly about access to education and you may have even taken a few MOOCs or online classes yourself. Come help us  to guide our students through their educational journey. 

At OpenClassrooms, you’ll be making sure our students and employers get the best possible experience with us. From choosing their course, to completing their projects, graduating and finding professional success, you’ll be there every step of the way to offer a helping hand as part of the student & employer student success team for our French market.

You have a proven track record of success as a Manager. People say you’re nice, patient and empathetic – you know how to alleviate any tension. You like to be in daily contact with clients. You often take initiatives and are constantly on the lookout for learning new things. You are ready to join an agile and fast-moving structure, with the goal to make education accessible to all.  



REPORTING LINE

Reports to the VP, Student Success Officer

 

RESPONSIBILITIES

 

In this role, you would:

  • Lead the Student Success Team (FR) to ensure to highest possible level of success for our students:

    • Admissions/Orientation: coach and advise students on what path is best for them based on their professional goals

    • Customer Support: respond to all of our students’ inquiries regarding the platform, their logins, and other questions they mights have

    • Student Services: support students through course completion, providing resources and coaching as needed

    • Provide advice on financing options available to students

  • Boost our B2C French growth (number of Premium-Plus students) by working marketing generated leads

  • Benchmark, measure, and report back on the performance of the Student Success Team (FR), weekly and monthly

  • Provide expertise in EdTech and the overall French job market to help boost growth locally

  • Work closely with our Automation & Data Manager, Training & Quality Manager, and other key players on our team (and on other teams) as needed

  • Train and coach employees

  • Hire and onboard employees

  • Escalate qualitative and quantitative feedback the right way and through the appropriate channel: volumes and frequency of positive and negative feedback pertaining to the overall student journey at OpenClassrooms

  • KPI’s: CSAT/NPS, first reply time, full resolution time, inbound calls and customer support tickets completion, churn, net new Premium-Plus students, dropout rate, and job placement rate

SKILLS REQUIRED

  • Great empathy and ability to remain calm

  • Bilingual French / English

  • A true passion for education and helping others succeed

  • Desire and energy to join a high-growth start up

  • People management skills

  • Data-driven and results-oriented

  • Tech savvy (experience with most of the following tech stack would be a bonus: Slack, Salesforce, Pack Office, G-Suite, etc.)

  • Project management skills

  • Ability to organize, delegate, and execute multiple administrative tasks, identifying opportunities to make them more efficient

  • Ability to work under pressure towards specific KPI’s

  • Knowledge of the EdTech market would be considered a bonus

HIRING PROCESS

The journey starts with a phone interview and a meeting with Audrey, Hiring Manager.

Then we plan face to face meetings with Linda (VP Student Success), Jeremy (Chief Student & Employer Success Officer) and a few other stakeholders from other teams across the organization.

You will be asked to provide us with professional references contact detail.

Feel free to get the gist of who we are : https://openclassrooms.com/courses/how-do-we-work-at-openclassrooms



WHAT WE OFFER

- Public transportation in Paris and suburbs for free (Pass Navigo paid by OpenClassrooms)

- Health insurance for free (“Mutuelle” monthly fee entirely paid by OpenClassrooms)

- Meal vouchers (Employer contribution at the max authorized by law)

- Access to gym for free (GymPass paid by OpenClassrooms)

- Unlimited days off and a 1.000€ premium once a year for 15+ days off taken

- Access to remote working

- A company MacBook

- A work environment and a strong culture built on agility, openness, respect and high quality

OpenClassrooms is a French hyper-growth company eligible to the French Tech Visa program. That means, for foreign candidates, benefiting from the accelerated procedure to apply for a "Talent Passport" residence permit. There is also a simplified "accompanying family" procedure available for spouse and dependent minor children.

More information here : https://visa.lafrenchtech.com/4/french-tech-visa-for-employees

Requirements

REQUIREMENTS

  • 3-5 years successful customer service, sales, and operations management experience in either B2C (preferred) or B2B environments

  • 2+ years Salesforce and/or ticketing tool experience

  • 2+ years Startup experience

  • Bonus: 1+ year experience working in the EdTech and/or Education industry preferably in an operational / student services role. For example: online / presential school, training facility or training organization, training center, university etc.