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Department: Customer Success
Employment Type: Full Time
Location: Various
Reporting To: Manager, Educator Success
Compensation: $50,000 – $60,000 / year
Description
Riipen is looking for an Educator Success Manager to join our Customer Success Team!
As an Educator Success Manager, 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, addressing any areas of improvement and exceeding client expectations;
- Work closely with clients and each account’s assigned Partner Relations Manager to ensure services delivered consistently exceed expectations and actively identify areas for improvement;
- Maintain frequent communication with academic clients at a wide variety of touchpoints, proactively making project recommendations to drive success and create meaningful opportunities for students;
- Support educators effectively, delivering platform training and collaborating on experience ideation and design, while promoting their self-efficacy in utilizing the platform;
- Support and contribute expertise to all members of the Educator Success team and other teams assisting academic and employer users, working collaboratively to achieve goals and targets while delivering exceptional service;
- 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 Educator 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
- Actively participate in one-on-one and team training sessions offered, demonstrating a commitment to personal and professional growth
- Embrace an open and collaborative mindset, remaining adaptable to changes within the team and function to meet the evolving needs of the business
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:
- 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.
If this role excites you, we look forward to receiving your application!
Benefits
🌐 Remote/travel working opportunities (when appropriate)
🏖️ 4 weeks of annual vacation
🤕 Paid sick leave
🏥 Extended Health and Dental benefits from your first day
💻 We will ensure you have a great work-from-home setup
📚 Learning & Development Stipend 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.
