Academic Success Manager

This is a fully remote position, open to applicants in Brazil.

📋 Description

• Lead renewal efforts throughout the LATAM region by ensuring customer satisfaction and achieving a high Net Promoter Score (NPS) through active engagement with faculty and students.

• Enhance customer success by promoting usage, adoption, and effective implementation of our solutions.

• Serve as a trusted partner to our clients, creating avenues to improve educational outcomes by seamlessly integrating our platforms into their daily routines, including conducting train-the-trainer and end-user sessions.

• Develop engagement strategies for key accounts, collaborating with customers to achieve set educational objectives and drive usage that correlates to positive outcomes.

• Assess alignment of plans throughout the year, for instance during midyear reviews.

• With current clients, devise innovative initiatives to bolster satisfaction, enhance usage, expand market presence, and cultivate strategic relationships.

• Track adoption metrics and proactively monitor usage to derive actionable insights for customers and mitigate risks.

• Oversee the renewals pipeline and targets, working closely with Account Managers on essential engagement actions to facilitate successful renewals.

• Recognize potential risks early on and formulate strategies to enhance satisfaction and usage in accordance with customer requirements.

• Spot upsell and cross-sell opportunities and collaborate with Account Managers to capitalize on them.

• Guide the onboarding and implementation processes.

⛳️ Requirements

• Proven ability to operate independently and take ownership, proactively managing priorities, decision-making, and deliverables in a dynamic environment.

• Strong results-focused mindset with a high level of accountability, consistently driving initiatives to completion while aligning with business objectives and performance metrics.

• Demonstrated experience in customer relationship management, fostering trusted partnerships with stakeholders, and ensuring high levels of customer satisfaction and engagement.

• Strategic and analytical thinking capabilities, with the skill to interpret data, generate insights, support decision-making, and translate business needs into actionable strategies.

• A collaborative and innovative approach, adept at working across functions and utilizing AI-driven tools and technologies to enhance efficiency, processes, and business results.

• Proficiency in both English and Spanish is essential, as this position serves the LATAM region.

🏝️ Benefits

• We recognize that your well-being and happiness are crucial to a long and successful career.

• We are pleased to provide country-specific benefits.