Job Description: Customer Success Supervisor - Learning Super Platform
Position Title: Customer Success Supervisor
Location: Kuwait
Reports To: PS Regional Manager
Department: Partner Success
Company Overview
Classera is a global leader in EdTech, dedicated to transforming education through innovative digital solutions. Our Learning Super Platform is a state-of-the-art educational ecosystem designed to enhance teaching and learning experiences for schools worldwide. With a rich feature set including an advanced LMS, gamification, personalized learning, and comprehensive reporting tools, Classera empowers educators and students alike to achieve their full potential.
Position Overview
As a Customer Success Supervisor (CSM) for the Learning Super Platform, you will be at the forefront of driving customer satisfaction and success. You will work closely with educational institutions to ensure they are fully leveraging the platform’s extensive capabilities to enhance curriculum delivery, student engagement, and overall academic outcomes. Your role is crucial in guiding schools through the adoption and optimization of the platform, ensuring it meets their specific educational needs.
Key Responsibilities
- Client Onboarding & Implementation:
- Lead the onboarding process for new educational clients, ensuring seamless implementation of the Learning Super Platform, including its LMS, gamification, and personalized learning features.
- Collaborate with school administrators and educators to customize the platform according to their curriculum delivery requirements and educational objectives.
- Conduct comprehensive training sessions for educators and administrative staff on platform features such as virtual classrooms, content management, and student portals.
- Account Management:
- Serve as the primary point of contact for a portfolio of schools, building strong, enduring relationships.
- Monitor platform usage, ensuring that schools are fully utilizing features such as collaboration tools, integration with other technologies, and comprehensive reporting.
- Provide continuous support and best practice advice to help schools optimize student engagement and educational outcomes.
- Customer Advocacy & Feedback:
- Collect and analyze feedback from schools to identify areas for platform improvement, focusing on enhancing features like personalized learning and data-driven decision-making tools.
- Work with the product development team to implement feedback, ensuring the platform evolves in line with customer needs and educational trends.
- Advocate for the customer within Classera, ensuring that their needs are reflected in product updates and service offerings.
- Performance Monitoring & Reporting:
- Track and report on key success metrics, including platform adoption rates, student engagement levels, and customer satisfaction scores.
- Provide schools with regular performance reviews, leveraging the platform’s analytics to demonstrate value and identify areas for further enhancement.
- Collaboration & Cross-Functional Work:
- Collaborate with sales, product, and technical teams to ensure a unified approach to customer success, from initial sales through ongoing support.
- Engage in cross-functional projects aimed at improving the customer experience, particularly in areas like virtual classrooms and administrative tools.
- Upselling & Cross-Selling:
- Identify opportunities to upsell complementary Classera products.
- Educate clients on the benefits of these additional services and how they can further streamline operations and enrich the learning experience.
Core Competencies
- Educational Technology Expertise: Deep understanding of educational technologies, particularly Learning Management Systems (LMS), and their application in K-12 and higher education environments.
- Technical Acumen: Proficiency in navigating complex software platforms, with the ability to troubleshoot and resolve technical issues effectively.
- Customer-Centric Mindset: A strong commitment to understanding and addressing the unique needs of educational institutions, with a focus on delivering exceptional customer experiences.
- Communication Skills: Exceptional verbal and written communication skills, with the ability to convey technical concepts clearly to non-technical stakeholders.
- Relationship Building: Proven ability to develop and maintain positive relationships with educational leaders, acting as a trusted advisor and partner.
- Problem-Solving: Strong analytical and problem-solving skills, with a proactive approach to identifying and addressing challenges in educational settings.
- Project Management: Ability to manage multiple school implementations and ongoing support efforts concurrently, ensuring timely and successful outcomes.
- Data-Driven Decision Making: Competence in using data and analytics to inform strategies and drive continuous improvement in educational outcomes.
- Adaptability: Flexibility to adapt to the evolving needs of educational institutions and emerging trends in digital education.
- Team Collaboration: A team-oriented mindset with the ability to collaborate effectively across departments to enhance the customer experience.
- Sales Acumen: Understanding of upselling and cross-selling techniques, with the ability to identify opportunities that align with customer needs.
Qualifications
- Education: Bachelor’s degree in Education, Educational Technology, Business, Information Technology, or a related field. A Master’s degree is a plus.
- Experience:
- 3+ years of experience in customer success, account management, or a related field, preferably within the EdTech industry.
- Direct experience with Learning Management Systems (LMS) and other educational technologies is highly desirable.
- Skills:
- Strong technical aptitude with the ability to quickly learn new software platforms and tools.
- Excellent communication and interpersonal skills, with the ability to build relationships and influence stakeholders at all levels.
- Proven problem-solving skills and a proactive approach to managing customer needs.
- Ability to analyze data and generate insights that drive customer success.
- High level of organization and attention to detail, with the ability to manage multiple client relationships simultaneously.
- Sales-oriented mindset with the ability to identify and capitalize on upselling opportunities.