Customer Success Manager, BtoB Market

Job description

DESCRIPTION OF THE COMPANY


OpenClassrooms makes education and career mobility accessible to everyone, everywhere. 🌎

We are the leading online education platform in Europe and Africa, offering fully-accredited online diplomas based on the skills of the future and gathering each month a passionate community of 2 million students from around the world.

OpenClassrooms is accelerating its business development and is looking for people passionate about making education accessible and helping employers manage their talents.


Welcome to the revolution of education! #BecomeFutureProof


At OpenClassrooms, the Student & Employer Success (SES) Team is here to guarantee ROI for our customers: students and employers alike. The SES Team ensures our students and employers get the best possible experience with us.

We’re expanding our proactive Employer Success Team to help us proactively manage our client relationships with our growing number of enterprise and B2B clients. We take Employer Success seriously at OpenClassrooms. Our Employer Success team is dedicated to going above and beyond for our B2B clients day in and day out. We are looking for an individual with exceptional customer service skills to deliver world-class service to all of our International clients and ensure they achieve their educational goals on our platform. 

YOU WILL LIKE THIS JOB IF

You are a customer success guru, you love interacting with people and solving tricky problems. You’re independent and autonomous: you can make things happen without someone saying so. 'Continuous Improvement' is second nature to you as you obsess over details and persist to make things just 'perfect' for our students. If that’s you, then you might just be ready to join an agile and fast-moving structure, with the goal to make education accessible to all.


REPORTING LINE

Reports to the Director, Employer Success

Job requirements

RESPONSIBILITIES

By 2025, we expect to place 1M students per year into the workforce. Customer Success is essential to our growth, it’s who we are. OpenClassrooms is a small, fast-growing, and globally distributed company, so you’ll likely get to work on many projects across the organization. That said, here are some things you’ll probably do:

Manage from end-to-end our client relationships, employer onboarding, regular status updates on the program progress and any escalation process with customers.

  • Manage the relationship with all client contacts at the Employer level, including the HR sponsors and stakeholders, and serve as a strategic advisor to our B2B clients to ensure the success of our program service delivery
  • Build and maintain Internal Dashboards to provide KPI of our B2B Programs to OC organization.
  • Make sure OC complies with all contractual requirements related to our programs (onboarding / notifications), and keep OC processes aligned with the ISO certification guidelines
  • Work with OC Business Development Team to make sure our partnerships align with business and market needs
  • Build and manage engagement programs that delight customers, secure customer satisfaction and loyalty, driving high renewal rates and low churn while influencing up-sell
  • Contribute to creating a unique, modern, and relevant tone of voice to interact with OpenClassrooms’ customers
  • Route specific queries to other departments when appropriate. You should be comfortable discussing product capabilities and being the employer’ voice internally
  • Organize, analyze, and escalate employer feedback to help our Product Team improve our educational platform
  • Experiment through iterations with a continuous improvement mindset in order to improve our internal processes and create efficiencies
    • When it comes to process creation, we go by what we call 'the golden cycle': Discover (do it yourself manually), standardize (make sure the process is manually replicable), actually processize (document in writing on our internal Wiki, Notion. so), and automate (with SaaS tools and technical developments)


SKILLS REQUIRED


  • Excellent oral and written communication skills
  • A love and natural affinity for service and customer satisfaction. You’re naturally empathetic and able to communicate in ways that empower, not belittle.
  • Creative problem-solving skills.
  • Ability to work autonomously: you can work several hours with minimal supervision.
  • Comfortable taking initiatives and making decisions on your own.
  • Flexible and adaptable to work in an extremely fast-changing environment. Your job duties will change and evolve constantly.
  • Strong time management and prioritization skills. You can multitask like no one else.
  • Desire to work in a performance-focused, KPI-oriented team and in a transparent environment.
  • Strong wish to give and receive feedback frequently in a nonaggressive fashion and regardless of seniority or rank.
  • Advanced MS Excel skills (you OWN Pivot Tables, maybe even Excel Macros).
  • Data analysis skills to review, understand, and act on internal reports.
  • High level of comfort with SaaS tools and platforms. You can ease your way through virtually any online tool within minutes.
  • A true passion for education coupled with an acute business acumen. You can align with both mission and revenue goals.
  • Common sense!
  • We work when our customers need us so you need to be able to work on a set schedule.
  • Bonus Points if you geek out on: Automation (Excel, Zapier, etc.), CRM tools

DESIRED EDUCATION & EXPERIENCE


  • Bachelor’s or Master’s level education
  • 5 years overall professional experience
  • 2+ years of experience in a customer success role with KPI’s
  • 2+ years of experience working at a SaaS provider
  • 2+ years experience working in Education provider or 2+ years experience working with Human Resources departments, Learning & Development departments, or in the staffing industry (staffing agency, headhunting, etc.)
  • Great empathy and ability to remain calm
  • Good level in English (B2/C1)
  • Experience with ticketing tools (Zendesk, Freshdesk, HelpScout, etc.), and experience with our tech stack preferred (Slack, Zendesk, Zapier, G-Suite, AirCall, Asana, etc.)


WHY JOIN US?


  • A work environment and a strong culture built on agility, openness, respect and high quality
  • A competitive salary
  • Pass Navigo entirely paid by OpenClassrooms
  • Health insurance (“Mutuelle”) monthly fee entirely paid by OpenClassrooms and remote medical consultations for free
  • 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
  • Possibility to access professional development training sponsored by OpenClassrooms


HIRING PROCESS


  • The journey starts with a phone interview with Talent Acquisition Manager (20 min)
  • Then 1 face-to-face (virtual) meeting with the Manager of this position (1h)
  • A 2h business case, where we’ll be assessing the core competencies for this role.
  • For the very final round, you will meet other teams in OpenClassrooms (Brand & Comms, Education, Employers & Student Success, Finance…)
  • You will be asked to provide us with professional references including contact details.


Excited? We’d love to hear from you. Please click “apply” to submit your application.


Feel free to get the gist of who we are:

https://openclassrooms.com/courses/how-do-we-work-at-openclassrooms



👉 OpenClassrooms is a French hyper-growth company eligible for 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

👉 We value diversity and welcome everyone who wants to join us and make education accessible. We are at an exciting moment and we deeply believe that various backgrounds and experiences will lead to a better product for our students.

👉 Working at OpenClassrooms means joining a dynamic and stimulating team, take up challenges, meet awesome people every week, and change the world, a little bit, every day!