Student Success Manager - Public Markets 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 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 Public Markets in France.

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.  

You have a solid knowledge of most - if not all - key players and processes in the world of professional training and job placement. You’ll be leading a team of 5 Student Success Specialists who passionately recruit, select, onboard, coach, and help students find their way back to the job market.

REPORTING LINE

Reports to the VP, Student Success Officer

 

RESPONSIBILITIES

 

In this role, you would:

  • Lead the Student Success Public Markets Team (FR) to ensure to highest possible level of success for students enrolled a government sponsored (publicly funded) professional training program :

    • Sourcing candidates in collaboration with our Marketing Team

    • Screening and selecting candidates according to programs’ requirements

    • Conducting webinars to properly enroll candidates in the program

    • Coach and follow through with each candidate to help them complete the program successfully

    • Ensuring each candidate has a point of contact on our team all through their training and until they’re place into the workforce

    • Being the liaison with our candidates and their mentors when needed

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

  • Provide expertise in Professional Training and Job Placement and the overall French job market to help our Marketing and Job Placement Teams respectively source and place candidates

  • Work closely with our Automation & Data Manager, Training & Quality Manager, VP of Sales for Public Markets, Job Placement Manager, and other key players on our team (and on other teams) as needed

  • Train and coach employees

  • Hire and onboard new 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, order fulfillment, program completion rate / dropout rate, job placement rate, and administrative KPIs TBD

SKILLS REQUIRED

  • Great empathy and ability to remain calm

  • Bilingual French / English

  • A true passion for education, professional training, and job placement (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, ATS and other recruiting tools, etc.)

  • Recruiting skills

  • Interview / Job Searching / Coaching skills

  • 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 administrative and financing tasks in the Professional Training industry would be a significant asset

  • Understanding of government sponsored Professional Training key players would be considered a significant asset (OPCAS, FPSPP, Pôle Emploi, etc.)


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 management experience in either B2C (preferred) or B2B environments

  • 3+ years experience working in the professional training and job placement industry 2+ ans d'expérience dans le domaine de la formation professionnelle et/ou l’insertion professionnelle.

  • 2+ years project management experience

  • 1+ year Startup experience