VP Employer Success

Job description

Reports to: Chief Customer Success Officer

Department: Employer Success

 


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. 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 global SES team.


To build and lead the Employer Success Team, we’re looking for a unique and versatile executive with significant experience in management and process automation, and with exceptional business acumen. The VP of Employer Success is a proven executive with a track record of building strong customer loyalty and satisfaction programs. You know how to build programs that delight customers, improve loyalty and can scale within a rapidly growing business. As an experienced executive, you know how to get things done by working in collaboration with other teams and within your own teams. You are a leader who can recruit, manage, lead and motivate both technical and non-technical teams. You have the ability to develop both individual contributors and management staff to achieve their career goals within OpenClassrooms. The VP, Employer Success will need to be an innovator with a mandate to build adoption, loyalty and success programs for a modern customer environment where Monthly Recurring Revenue per account may vary in size significantly. 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.

 

RESPONSIBILITIES

 

At OpenClassrooms, we interact with both B2C and B2B customers. In this new global role, you will own the satisfaction of our B2B customer segment. In most cases, our business customers purchase our product to either attract new talent with scarcely available skills that are in high-demand on the job market, or upskill their workforce. You get involved once the Revenue team seals a deal and our job is to:


  • Build, lead, and scale a world-class customer success team to take care of our B2B customer base ranging from HR and Tech Executives to team managers within both CAC-40 companies (and Fortune 1000 companies) and small businesses:

    • Set both the short-term and long-term vision for Employer Success at OpenClassrooms by analyzing the current state and assessing where we have opportunity to improve, expand, and innovate

  • In some cases (large and strategic accounts), you may need to drive the relationship with our customers yourself as you work on building a team of experienced professionals to support them

  • Work with other departments to understand which services and processes result in exceptional product adoption, high customer satisfaction, and enthusiastic customer advocates

  • Drive excellent outcomes by using data to inform strategy

  • In collaboration with the Employers and Data teams, build a proactive, ROI-focused team driving high renewal rates and low churn while influencing up-sell:

    • Segment our customer base

    • Depending on current and future size and opportunity of accounts, develop effective human and CRM-based customer success programs to ensure successful on-boarding, adoption and retention of our educational programs and services

    • Implement a Quarterly Business Review program for our large and strategic accounts

  • Work with the Student Success Team too in order to ensure employers’ learners are taken care of (ticket response times, NPS, CSAT, etc.)

  • Create, enable, and manage all Employer Success’ systems, tools, and processes.

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

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

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

  • Document everything you and your team do

Requirements

  • Proven track record of exceptional leadership with experience managing large teams (10+ direct reports)

  • You have built or largely contributed to the create of a B2B customer success department before

    • Experienced in CRM management, ticketing tools, quarterly business review programs, etc.

  • Highly detail-oriented and capable of wearing multiple hats

  • Deep knowledge and understanding of the talent marketplace (technical recruiting experience is considered an asset)

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

  • Highly analytical with a data-driven management approach

  • 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

  • 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

  • Bachelor’s or Master’s level education in business, marketing, HR, or engineering

  • 10+ years of professional experience

  • 5+ years of management experience

  • A good chunk of our B2B customers are recruiters and team leaders who hire OpenClassrooms apprentices. Therefore, we will give priority to candidates with 2+ years of experience in the staffing industry (staffing agency, headhunting, etc.)

  • 2+ years of startup experience

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

  • Bonus Points if you have:

    • A solid grasp of apprenticeship recruitment dynamics in France (and abroad)

    • Experience in our tech stack: Slack, Salesforce, Zendesk, Google Suite, Hubspot, and more

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.

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 (Gymlib 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

 

👉 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! 🌎