Customer Success Manager
Remote
Service Team /
Full-time /
Remote
Who We Are
StudyPoint is a national leader in the private tutoring industry. We are actively seeking enthusiastic, driven individuals to grow our team. Our business is helping kids, and we're exceptionally good at it. Our students see dramatic gains in their academic and standardized test results, and our employees enjoy the rewards of growing a mission driven, values-based, and entrepreneurial company. Our success is driven by the people that work here and a community built around our core values:
Onward and Upward * Embrace Growth & Learning * Deliver and Expect Excellence * Live and Work by the Golden Rule * Care for One Another * Build Meaningful Relationships * Communicate, Communicate, Communicate * Have Fun
Our team is fun, supportive, driven, and passionate about their work. The work we do contributes to the educational success of students across the country - join a rising star in the education world and a leader in the for-profit education community!
Position Description
Customer service is what sets StudyPoint apart from the competition. As a part of our Service Team, you will be responsible for fostering great relationships between students, families, and tutors. You’ll also collaborate with our enrollment and academics teams to ensure families and tutors are set up for success. You’ll manage a staff of tutors who work remotely and in-person across the country and you’ll be responsible for growing the business by providing exceptional customer service and achieving monthly revenue goals.
Responsibilities
- Provide high quality customer care to 300-400 StudyPoint students and families during peak seasons.
- Manage 70-90 tutors by monitoring their progress and providing coaching and guidance in challenging situations.
- Grow the business by selling programs to new and existing customers using a consultative sales approach.
- Serve as the liaison between StudyPoint tutors and families, troubleshooting and managing customer issues as they arise.
- Provide high-level administrative organization for family accounts; conduct research, track data, handle information requests, prepare correspondence, schedule meetings and conduct consultations with parents.
- Track and communicate student progress to families, send reminders regarding lessons, deadlines, and test dates through our proprietary database.
- Achieve data-driven goals with the following metrics: revenue generated from your customers, increased family lifetime value, outbound calls, talk time, word of mouth generated, and conversion rates.
- Receive frequent coaching and feedback, as well as ongoing training and development, to continuously hone your sales and customer service skills.
Requirements
- Excellent interpersonal skills with demonstrated ability to work with a wide variety of customers and employees.
- Ability to multitask and handle a high volume of calls and emails.
- Careful attention to detail and ability to develop new processes to improve efficiency.
- Experience in an environment where there's a need to be constantly learning and adapting to shifting priorities and systems.
- Strong written and verbal communication skills and excellent organizational skills.
- Proficiency with Google Suite, Microsoft Office and experience working with a CRM database.
- Excitement to take on increasing responsibility and grow within the company.
- Ability to reach monthly sales goals; sales experience is a plus.
- Experience working in a small, entrepreneurial environment a plus.
- Bachelor’s degree required. Master's degree a plus.
- Access to a dedicated home office, including high-speed internet connection. We provide all ofthe technology you need.
Benefits
- Competitive salary with option to move to performance-based commission plans after an initial training period. Salary range starts at $52,000 - $60,000 DOE.
- Three weeks paid time off in your first year with 9 paid holidays, plus your birthday off.
- Annual paid volunteer day to do community service/charity work.
- Health, vision, and dental coverage options.
- Significant discounts on tutoring for family members.
- 401k option.
- Work from home.
