Customer Success Coordinator (Remote)

About Client:

Our client is transforming the international education experience for students across the globe. Headquartered in the US, they collaborate with top-ranked, US based universities to develop innovative programs and technology-driven services. These high-touch offerings empower talented students to excel and become global citizens.

Job Overview

The Customer Success Coordinator supports international students within our growing Marketplace, focusing on driving customer engagement and success. This role involves promoting and selling a range of services, including Health Insurance, Housing, Student Financing, experiential learning and executive programs, career programs, and other offerings designed to enhance the student experience and foster their success.

The ideal candidate is customer-centric with a proven track record of achieving high Net Promoter Scores (NPS). They are proactive, thriving in innovative, fast-paced, and matrixed organizations. Highly organized and detail-oriented, the candidate must excel in communication and presentation. They are expected to deliver exceptional sales service, ensuring high levels of customer satisfaction, and must be adaptable to changing priorities in a dynamic environment.

Core Duties:

Operations and Data Management

• Promote specific ancillary products and services that facilitate smooth arrival and integration of students into US life
• Execute an efficient and streamlined processes for all stages of the customer journey (inquiry, application, assessment, offer) with strong focus on conversion of inquiries to offers
• Assist with the coordination of student satisfaction surveys and associated analysis, with an eye towards improving the student experience
• Maintain accurate and up-to-date customer records with a focus on data integrity
• Utilize Salesforce and Microsoft tools to ensure standardized reporting process throughout all stages of services offered

Product Knowledge:

• Gain a deep understanding of the marketplace products offered, including housing insurance, short-term programs, and other services.
• Stay informed about industry trends, competitor offerings, and market demands to effectively position our products.
• Maximize sales performance through strong relationships with clients and awareness of their needs and requirements

Sales and Business Development:

• Identify and target potential customers through various channels, including cold calling, networking, and referrals.
• Develop and execute sales strategies to meet or exceed sales targets and revenue goals.
• Present and demonstrate products to potential clients, highlighting key features, benefits, and competitive advantages.

Customer Services & Relationship Management

• Impact customer conversion and customer success by actively monitoring product engagement and providing feedback to relevant teams
• Ability to understand and address the unique needs and concerns of customers and proven ability to promote and sell services effectively.
• Ability to anticipate customer needs and proactively offer solutions.
• Gather feedback from customers to continuously improve services and ensure high satisfaction levels.

Minimum Qualifications

• Bachelor’s degree, preferably in marketing, communications, business, international relations, or related area
• 4+ years of experience in the international education/recruitment industry.
• Ability to work flexible hours across multiple time zones
• Strong sales and account management skills
• Proven track record of working collaboratively in a matrix governance model
• Strategic-minded and sales-driven, with strong drive for results
• Ability to work successfully in a fast-paced environment and adapt to changing priorities
• Proficient with technology and reporting programs/systems
• Excellent communication and presentation skills
• Exemplary customer service skills and ability to foster a customer service ethic within the work team

Preferred Requirements

• Local cultural knowledge and awareness
• Sales background