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Customer Success (Manager) for well-established EdTech-startup

Intro

Have you ever attended an educational institution, where something could have been executed better by the institution - classes, social environment, activities, prospects? Or have you ever needed help from the teachers, study counselor or management - but did not really get it (or sought it out)?.

Then you are not unique! But you could be.

At StudentPulse, we work every day to revolutionize the educational sector through our platform. It brings student needs, opinions, and well-being to the center of every educational institution, and right now we are looking for that one coworker. The one who can ensure that hundreds of thousands of students become successful, so that our customers become successful.

The role

As our new Customer Success Manager at StudentPulse, you will be responsible for our customers’ implementation and application of our platform - primarily for customers outside of Denmark. Today, this covers educational institutions in Belgium, the Netherlands, England, Finland, Lithuania, and Spain.

Duties and responsibilities:

  • Helping customers set up the system, and discuss how they can become successful with the students’ well-being
  • Urge the customer to collect data, and continuously advise them on how to get the students to reply
  • Handling of customer inquiries (you will be the Point Of Contact - so there will be some common customer support as well)
  • Proactive communication to customers in case of crashes, planned system maintenance, and more
  • Present and train customers in new features to ensure “stickiness” and adaption rate. Can be done through digital learning, newsletters, webinars, phone, and so on
  • Keep track of adaption rates for StudentPulse and assess what can be done for each individual customer to increase their success with the platform
  • Quarterly reviews of customers
  • Help create an awesome Customer Success Model so future colleagues can learn how to succeed as well

Your background

First and foremost: We value personality over subject knowledge, and we hire as such. In a (well-established) startup, one of the key points for success is to have the right dynamic and the right drive in the team. We have each others’ back, and we have fun when we are at work - both with coworkers and with our customers.

With that said: You do not have to be able to say yes to every point on the following list, but the more the merrier:

  • Devoted: It hurts you when it hurts the customers
  • Non-perfect: Neither you nor IT is flawless, and that is why you are good at handling tough and difficult situations, calmly and proactive
  • Outreaching: You do not just contact customers when there is good or bad news, but also when there is no news
  • Caring: You have an interest in your fellow students, perhaps as a member of the student council
  • Proactive: You do not just get assignments from coworkers, you take them!
  • Technical: You do not have to be super technical - but you must be able to understand IT and have worked on one or more SW-implementations
  • Customer knowledge: You understand one or more areas within the educational sector in Denmark (secondary) or other countries (primary)
  • You are fluent in English and ideally Dutch or another third language

Workplace

Nyhavnsgade 14, 4. sal, 9000 Aalborg

Position

Customer Success Manager

Application deadline

As soon as possible

Start date

As soon as possible

Created

09.09.2022

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Contact person

Rune Sønderby

Co-founder

Phone 42905117 / rs@talenthub.io

Company description

StudentPulse was established in the spring of 2021:

  • Well established startup
  • Working with 50+ educational institutes in Europe and an outreach to more than 200,000 students, with a goal over 1 million in 2022
  • Cooperation with CompanYoung (You will have 3 Danish colleagues that all work with the same area)
  • We f****** want to have fun!
  • We are a “born hybrid” workplace - fully flexible. However, we like the office, because we like our colleagues
  • Our relation with CompanYoung means a buttload of facility niceties and perks (lunch, payment on time, parties, personality tests, foosball table and so on)