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Ad title:
English Speaking Customer Success Manager
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Company
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Published: 18 July
/ Deadline: 18 August
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Company is pleased to announce an opening for the position of English Speaking Customer Success Manager.
Location: Remote
Department: OPM and Student Retention
Reports To: CEO
Role Overview:
The Customer Success Manager oversees all customer success and eCampus operations across multiple partner institutions. This pivotal role ensures customer satisfaction, student retention, and operational excellence by managing cross-functional teams, optimizing operational processes, and aligning efforts strategically with Astria Learning`s growth objectives. The Manager collaborates closely with senior leadership, university stakeholders, and internal teams to deliver exceptional, high-quality virtual learning experiences and customer outcomes.
Key Responsibilities:
** Customer Success and Institutional Oversight
** Manage customer relationships and eCampus operations across multiple university partners.
** Ensure high-quality, consistent, and compliant digital academic services and customer experiences.
Team Leadership & Development:
** Lead and mentor eCampus Coordinators to achieve key performance indicators (KPIs).
** Foster professional growth, accountability, and effective daily operations management.
Standardization & Operational Efficiency:
** Develop and implement standardized processes and SOPs for customer success and eCampus teams.
** Streamline workflows for student onboarding, academic readiness, digital service delivery, and customer interactions.
Strategic Alignment & Planning:
** Work with senior leadership to ensure operational initiatives align with long-term strategic goals.
** Translate strategic priorities into clear, actionable operational plans focused on customer success outcomes.
KPI & Performance Monitoring:
** Monitor, analyze, and enhance metrics such as enrollment rates, student retention, graduation outcomes, customer satisfaction, and tuition collection.
** Develop performance dashboards and proactive intervention strategies.
Reporting & Communication:
** Prepare detailed reports on operational progress, customer success metrics, risks, and opportunities.
** Foster transparent internal communication and data-driven decision-making.
Partner Relations & Customer Engagement:
** Establish and nurture strong relationships with university partners to support customer success and operational growth.
** Proactively address operational challenges and coordinate responses to institutional requirements.
Budget Oversight:
** Support budgeting activities and manage financial oversight for customer success and eCampus operations.
** Identify and implement cost-efficiency strategies.
Cross-Functional Collaboration:
** Coordinate closely with Academics, Admissions, Finance, and IT departments.
** Ensure a cohesive and seamless student and customer experience across departments.
Qualifications & Experience:
** Education & Experience
** Bachelor`s degree in Business Administration, Education, Project Management, or related field (Master`s preferred).
** Minimum 4-6 years of experience in customer success management, program management, academic administration, or operational management.
** Proven experience managing distributed or cross-institutional teams.
** Familiarity with LMS platforms (e.g., Moodle, Canvas), CRM systems, and student data analytics tools.
Skills & Competencies:
** English Language (C1 Level) minimum
** Demonstrated leadership and coaching abilities with proven measurable outcomes.
** Strong expertise in operational efficiency, customer success, and digital academic service delivery.
** Excellent analytical skills for interpreting KPIs, performance metrics, and customer data.
** Exceptional communication, presentation, stakeholder engagement, and customer relationship management abilities.
** Advanced project management skills, capable of leading strategic, cross-departmental initiatives.
Salary: 4000-4500 GEL Gross
Performance based bonuses
Location: Remote
If you are motivated by driving customer success and operational excellence, please send your CV and cover letter to: ana@astrialearning.com.
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