Customer Success Manager

Job description

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 make education accessible to all. OpenClassrooms is a startup founded by Mathieu Nebra and Pierre Dubuc. We’ve been going through a hyper-growth phase since our last round of series B funding in the amount of $60M during the first half of 2018. Over 3M people per month train themselves on our platform. By 2025, we aim to place 1M students per year in the workforce. 


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 managing our Apprenticeship Programs 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 an individual with exceptional customer service skills to deliver world class service to all of our Apprenticeship clients and ensure they achieve their educational goals on our platform. You are a customer success guru, you love interacting with people and solving tricky problems. You’re extremely independent and autonomous: you can make things happen without someone saying so, with minimal management. “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.

 

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 OC Apprenticeship Program in France, including employer onboarding, regular status updates on the apprentices progress and any escalation process with customers.

  • Manage the relationship with all Apprenticeship contacts at the Employer level, including the HR sponsors and the Apprentice tutors, and serve as strategic advisor to our B2B clients to ensure the success of our Apprenticeship program service delivery 

  • Build scalable processes and dedicated tools to provide a premium Employer Journey for all our Apprenticeship clients

  • Build and maintain Internal Dashboards to provide KPI of our Apprenticeship Program to OC organization.

  • Make sure OC complies with all legal requirements related to Apprenticeship Programs (onboarding / notifications), and keep OC processes aligned with the ISO certification guidelines (to be released in 2019)

  • Work with OC Business Development Team to make sure our Apprenticeship Global Processes are aligned with UK Apprenticeship requirements

  • 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 Apprenticeship employer’ voice internally

  • Organize, analyze, and escalate Apprenticeship 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) 

Requirements

SKILLS REQUIRED

  • Excellent communication skills in both French and English (C1 level at the very least in both languages)

  • 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 (Python programming, Excel, Zapier, etc.), CRM  tools, SQL query writing, API integrations


DESIRED EDUCATION & EXPERIENCE

  • Bachelor’s or Master’s level education

  • 5 to 10 years overall professional experience 

  • 5+ 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, ideally in the Apprenticeship sector

  • 2+ years experience working with Human Resources departments, Learning & Development departments, or in the staffing industry (staffing agency, headhunting, etc.)

  • Experience with ticketing tools (Zendesk, Freshdesk, HelpScout, etc.), and experience with our tech stack preferred (Slack, Zendesk, Zapier, G-Suite, AirCall, Asana, etc.)

 

 

REPORTING LINE

Reports to the VP, Employer Success.

 

HIRING PROCESS

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

Then we plan face to face meetings with:

  • VP, Employer Success

  • and a few other people from teams across the organization (Peers and HR)

  • You will be asked to perform a short test

You will be asked to provide us with 3 professional references. 

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



WHAT WE OFFER

- Highly competitive salary: as we said, we take Customer Success seriously here at OpenClassrooms

- 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

- 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