Riipen Looking for Academic Experience Consultant, Customer Success at Canada Full Time

Employment Type: Full Time

Location: Various

Reporting To: Manager, Customer Success

Compensation: $50,000 – $60,000 / year

Description

Riipen is looking for a Customer Support Specialist, internally referred to as an Academic Experience Consultant to join our Customer Success Team!

As an Academic Experience Consultant, you will work with Riipen’s post-sales team to support assigned post-secondary institutions using Riipen to provide students with real-world project experience. Your passion for delivering exceptional customer support will contribute to our rapidly growing experiential learning marketplace – helping learners throughout North America connect with some of the world’s most exciting companies.

In this role, you will serve as a primary point of contact supporting professors, instructors and experiential learning coordinators at our academic partner institutions who want to use Riipen to embed project-based learning in their courses (industry projects for which their students will receive course credit), as well as employers who want to engage students on projects for their organizations. If you are a natural relationship-builder with a knack for working with various user groups and clients to deliver exceptional customer service, we invite you to explore this opportunity further!

This role is fully remote and while it can be located anywhere in Canada, there is a strong preference for PST, MST and CST time zones.

Key Responsibilities

• Build and nurture strong relationships with academic clients, ensuring successful platform onboarding and providing valuable collaboration on course ideation and design;
• Ensure the health and satisfaction of academic accounts at the individual user level;
• Work closely with clients and their assigned Account Manager to ensure services exceed expectations and actively identify areas for improvement;
• Maintain frequent communication with academic clients, proactively making project recommendations to drive success and create meaningful opportunities for students;
• Provide ongoing technology and other support to educator and employer clients, responding to queries through the platform’s help center (Intercom) and emails;
• Support and contribute expertise to all members of the Customer Success team and other teams assisting academic and employer users;
• Advocate for clients and establish a continuous feedback loop, championing their needs and keeping them informed about new features and product improvements;
• Create and update internal Customer Success resources, such as help articles and training materials, to ensure knowledge sharing and continuous improvement within the team;
• Create and maintain internal process documentation and training materials to facilitate ongoing team knowledge and resource management.

Skills, Knowledge And Expertise

Great Candidates Will Have …

• 2+ years in a client/customer-facing role (account management, customer success, sales, etc.);
• Connect personally and professionally with our company values;
• Possess an entrepreneurial spirit with a desire to work in a fast-paced startup environment;
• Have the ability to consistently deliver exceptional results on demanding timelines and coordinate multiple projects simultaneously;
• Be process and detail-oriented, creative, and with strong analytical skills;
• Have a hunger and willingness to learn and adapt as Riipen the experiential learning landscape evolves.

Bonus Points:

• Bilingual fluency in both English and French;
• Experience with HubSpot and G-Suite for Business;
• Experience executing product demonstrations;
• Knowledge or experience with project-based experiential learning or higher education;
• Experience and success working with remote teams.

We ask that if you feel like you don’t check all the boxes but have the potential to learn what you don’t know, that you still apply! We believe that diverse teams are high-performing teams and we strive to employ individuals with a diversity of backgrounds, experiences, and perspectives.

We would love to learn more about you! How have you championed life-long learning? What draws you to contributing to our work on eliminating barriers for emerging talent? What unique experiences would you love to bring to the work we do?

If this role excites you, we look forward to receiving your application!

Benefits

• Fully remote role with travel working opportunities (when appropriate)
• 4 weeks of annual vacation
• Extended Health and Dental benefits from your first day for the duration of your contract
• Work From Home Stipend and a Learning & Development fund after 6 months of employment

We appreciate your interest and application. Only those applicants under consideration will be contacted.

Riipen is an Equal Employment Opportunity employer. Employment decisions are based on merit and business needs, and not on race, colour, creed, age, sex, gender, sexual orientation, national origin, religion, marital status, medical condition, physical or mental disability, military service, pregnancy, childbirth and related medical conditions or any other classification protected by federal, state or provincial and local laws and ordinances.

Reasonable accommodation is available for qualified individuals with disabilities, upon request.