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.
Reports to the VP, Student Success Officer
In this role, you would:
Lead the Student Success Team (FR) (8 team members) 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
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
The journey starts with a phone interview and a meeting with Sandra, 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
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 as a team leader in a startup environment
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.