Global VP Student Success

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.

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. From choosing their course, to completing their projects, graduating and achieving professional success, you’ll be there every step of the way to offer a helping hand as part of the global SES team.

We are looking for a unique individual with significant experience in management and automation of customer support and customer success activities, along with exceptional business acumen. The Global VP, Student Success will lead customer support, retention, graduation rates, and the employability of our students. You have proven experience in creating innovative, efficient, and sustainable processes in a data-driven fashion while automating in order to provide an exceptional customer experience. You often take initiatives and are constantly on the lookout to learn 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 Chief Customer Success Officer.

 

 

RESPONSIBILITIES

 

By 2025, we expect to place 1M students per year into the workforce. To achieve this, we aim to provide a world class customer experience for our students. We’re looking for someone to lead customer support and customer success for our students globally and:

  • Build, lead, and scale a world-class student support team to manage the journey for all students and customers

  • Create an agile environment of continuous process improvement working through iteration

  • Select, implement, or leverage multiple SaaS tools and platforms to increase efficiencies (telephone system, ticketing platform, bots, etc.)

  • Identify benchmarks and metrics to improve student success. Your mission is to become a thought leader in customer support and customer success. Remember, we want to provide a best in class experience to our students

  • Get started on creating our very first Medium Blog

  • Collaborate with other departments using quantitative and qualitative data to identify opportunities to improve the student experience.  

  • Manage and motivate a team of Directors aligned with the the mission and culture of OC

  • Envision and launch innovative initiatives and tactics to improve student retention, graduation rates and employability

  • Scale the team balancing the constraints of customer demands and operational efficiencies

  • Create, track, analyze and report back on the Student Success Team’s KPIs in a repeatable fashion for all internal and external stakeholders

    • Customer Support: CSAT/NPS, first reply time, full resolution time, inbound calls completion rate

    • Customer Success: students’ overall health management, dropout and graduation rates (retention), etc.

    • Employee satisfaction scores

  • Be hands on. Spend some time performing operational tasks such as reviewing and processing support tickets. This will be instrumental in your ability to select key areas of improvement and to prioritize in terms of what gets solved first

  • Turn existing time-consuming processes into sustainable and scalable automated tasks whenever possible

  • Significantly increase our self-service performance

Requirements

SKILLS REQUIRED

  • Proven track record of exceptional leadership with experience managing global teams (15+ direct reports)

  • Highly detail-oriented and capable of wearing multiple hats

  • Solid grasp of customer support and customer success metrics: you know what to measure and why

  • Comfortable selecting, implementing, and using multiple SaaS tools and platforms to increase efficiencies

  • Data-driven

  • Ability to quickly adapt, adjust and learn in a hyper-growth startup environment

  • 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 interact with both technical and non-technical stakeholders

  • Exceptional project management skills

  • You know how to make processes and tasks as efficient, accurate, and effective as possible through continuous improvement and iteration to generate incremental or breakthrough improvements

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

  • You must be a world-class individual contributor to thrive at OpenClassrooms, you will not just be here to tell people what to do

DESIRED EDUCATION & EXPERIENCE

  • Master’s or bachelor’s level education

  • 10+ years of professional experience

  • 5+ years of management experience (teams of 15 or more)

    • You’ve managed individual contributors and managers before

  • 2+ years of high-growth startup experience

  • This is a global role. We require at least 2 years of international experience

  • You’ve already built or largely contributed to the building of a customer support and customer success team at a saas company

  • 2+ year experience in our tech stack: Slack, Salesforce, Zendesk, Google Suite, Zapier, and more

  • Bonus Points if you have:

    • Experience in the “professional training” industry (formation professionnelle) in France

    • A solid grasp of apprenticeship (alternance) dynamics in France

 

HIRING PROCESS

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

Then we plan face to face meetings with:

  • Xavier, CHRO

  • Jeremy, Chief Customer Success Officer

  • and a few other people from teams across the organization

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

You will be asked to provide one of the following: work sample, complete a questionnaire, complete a sample project

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

- 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

 

👉 We highly value a workplace free from discrimination and we strongly believe that diversity of experience, perspectives, and background will lead to a better environment for our employees and a better product for our students. This is something we value deeply and we encourage everyone to come be a part of revolutionizing Education.

 

 

👉 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, everyday! 🌎