We’re expanding our Customer Success Team to help us manage TECH Apprenticeship Programs with our growing number of Fortune 1000 B2B clients.We take Customer Success seriously at OpenClassrooms. Our Customer Success team is dedicated to going above and beyond with our clients. 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 clients and 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
- Manage from end-to-end our OpenClassrooms Tech and digital Apprenticeship Programs in the US, including employer onboarding, regular status updates on the apprentice's progress, and any escalation process with customers ;
- Manage relationships with all Apprenticeship contacts at the Employer level, including HR partners and apprentices’ managers. Serve as a strategic advisor to our B2B clients to ensure successful program delivery ;
- Build scalable processes and dedicated tools to provide a world-class customer experience ;
- Build and maintain internal dashboards to monitor program performance ;
- Make sure OC complies with all regulatory requirements related to Registered Apprenticeship Programs (RAP). You will benefit from the help of experts from our Accreditation Team ;
- Contribute to the creation of global apprenticeship experience by observing, replicating, and adapting the existing UK and French apprenticeship processes ;
- Contribute to creating a unique, modern, and relevant tone of voice to interact with OpenClassrooms’ customers ;
- Organize, analyze, and escalate Apprenticeship customers’ feedback. You should be comfortable discussing product capabilities and representing our customers internally ;
- You will own the entire success of the program ;
- Experiment through iterations with a continuous improvement mindset in order to improve our internal processes and create efficiencies: when it comes to processing creation, we go by what we call “the golden cycle”: Discover (do it yourself manually), standardize (make sure the process is manually replicable), actually process (document in writing on our internal Wiki, Notion. so), and automate (with SaaS tools and technical developments).
- KPI's: on-time program delivery;customer satisfaction; customer Renewal/Upsell rates;students graduation/churn rates.
REPORTING LINE
Reports to the VP, Apprenticeship and Career Services
YOU WILL LOVE THIS JOB IF YOU HAVE
- Excellent English communication skills - Native English required ;
- Strong project management skills involving multiple stakeholders with different levels of seniority ;
- Advanced customer service skills ;
- Creative problem-solving skills ;
- The ability to work autonomously: you can work several hours with minimal supervision ;
- A sense of initiative and sound decision-making skills ;
- The desire to work in a performance-focused, KPI-oriented team and in a transparent environment ;
- Advanced MS Excel skills ;
- 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 (Asana, Tableau, Salesforce, Zendesk, Zapier, Gainsight, etc.) ;
- A true passion for education coupled with acute business acumen. You can align with both mission and revenue goals.
YOUR BACKGROUND
- 5 to 10 years overall professional experience, including 3+ years of experience in a customer success role &2+ years of experience working at a SaaS provider
- Some experience with CRM tools (Salesforce, Zendesk, Freshdesk, HelpScout, etc.), and experience with our tech stack preferred (Slack, Zendesk, Zapier, G-Suite, AirCall, Asana, etc.)
- BONUS: experience working in the EdTech industry &experience working with Human Resources departments, Learning &Development departments, or in the staffing industry (staffing agency, headhunting, etc.)
WHY JOIN US
- A work environment and a strong culture built on agility, openness, respect, and high quality ;
- A competitive salary ;
- Dental and Vision: 100% covered for the employee and 75% for the family ;
- 401K (pension): the company matches up to 5% ;
- Health insurance: 100% covered for the employee and 75% for the family ;
- Parental &family leave (Maternity Leave Package) ;
- Unlimited vacation policy. After 1 year at OpenClassrooms, a $1,000 premium once a year for 15+ days off taken ;
- “Remote First” work policy ;
- A company MacBook.
👉 OpenClassrooms is a Remote-first company. We trust our employees and give them the flexibility to choose if they want to work remotely or come to the office / a coworking space (when available). Our US office is currently located in New York, but we are also hiring in Illinois, Georgia, Utah, Wisconsin, District of Columbia, and North Carolina, as well as other States.
HIRING PROCESS
- The journey starts with the first interview with a member of the Talent Acquisition team ;
- Then a videoconference with the Manager of the team you are applying to join ;
- For the very final round, you will meet other team members (Brand &Comms, Learning, Employers &Student Success, Finance…) ;
- Finally, you will be asked to provide us with professional references including contact details.