BACKGROUND

StudyMe is a new innovative digital recruitment platform that exists to help students find the best possible education, and to help schools find the best possible students. Developed in partnership with institutions and students – we believe in the power of education to transform lives, because the magic happens when students study the right program at the right school.

To achieve this, we created a platform which flips the traditional recruitment paradigm. Rather than students searching for schools, on StudyMe, schools find the right students for their institution based on academic qualifications, study aspirations, budget, and more. Our unique approach allows schools and students to have more effective and efficient conversations knowing there is mutual interest to engage.

Today, StudyMe has over 45,000 students on our platform, from over 100 countries and facilitated over 45,000 conversations between universities and students.

ORGANIZATIONAL CONTEXT

We are a group of talented and motivated individuals made stronger by working together in a powerful team. We are passionate about education and support each other to achieve great things for students and universities.

The Why?

  • We believe every student in the world deserves the best possible education.
  • We believe in the power of education to transform lives.
  • We believe that magic happens when a student studies the right course at the right university for them.
  • We help students find the best possible education
  • We help universities find the best possible students

VALUES AND BEHAVIOUR

StudyMe is a values-based organisation that places great emphasis on the values we stand for. This is the key selection criteria for each position, and we believe that values are at the core of an excellent organisation.

  • Honesty
  • Kindness
  • Tenacity
  • Adventurousness

PURPOSE

The Customer Success Manager will have responsibility for their own portfolio of university clients; developing and nurturing trusted and strategic relationships, ensuring clients achieve their recruitment goals for StudyMe, and securing their renewals. Working as part of the Customer Success team, the post holder will also support the Director of Customer Success in delivering against our wider business objectives of revenue growth and client satisfaction.

KEY RESULTS AREA (KRA’S)

The StudyMe organisation utilises the OKR (Objectives and Key Results) framework as a results-based framework to focus the organisation towards success.

Key Result Areas of Management & Practical Implementation include:

  • Revenue - Contract Renewals
  • Revenue - Student Placements
  • Client Satisfaction - University users’ usage quality and results
  • Student Satisfaction - Students’ Net Promoter Score

KEY RESPONSIBILITIES

  • Develop a good understanding of each client including their student offering, team structures, recruitment goals and challenges.
  • Create and implement account or territory plans for client StudyMe accounts ensuring they are well positioned for success.
  • Deliver a first-class customer experience; resolving issues, providing onboarding sessions and offering regular coaching to improve user performance.
  • Cultivate relationships with clients through responsive and proactive follow-up, monitoring all accounts for intervention where necessary.
  • Keep track of contract terms, alerting when invoices are required and triggering the renewals process in good time.
  • Keep internal Customer Relationship Management systems up to date to ensure client communications are recorded and knowledge is shared across the company.
  • Collaborate in the production of training materials, events and newsletters.

REQUIRED SKILLS

  • Great people skills
  • Proven ability to collaborate and work as a team
  • Demonstrated ability to coach and motivate others
  • Strong analytical and problem-solving abilities
  • Detail-oriented with excellent organization skills
  • Ability to be proactive and self-motivated in a virtual working environment
  • Excellent verbal and written communications skills in English

QUALIFICATIONS AND EXPERIENCE

Essential:

  • Proven track record of building strong customer relationships to deliver business results
  • Experience in Higher Education, ideally in an Admissions, Marketing or Student Recruitment role, or of working with Higher Education clients.
  • Bachelor's degree
  • Successful experience of working remotely

Advantageous:

  • Previous experience in Account Management or Customer Success
  • Demonstrated experience or understanding of SaaS either as a user or in a SaaS business
  • Previous experience with Hubspot or similar CRM

 

This role is fully remote, based in Australia. Flexibility to attend some early evening meetings is required (usually one per week).

 

HOW TO APPLY

Please send your CV and a cover letter explaining how you fit our criteria and why you think you are right for the role.

Applications close on Wednesday 1st February 2023.

 

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