Regional Manager, Student Success
Crimson Education
Auckland, NZ
1d ago

New Zealand-based Edutech company Crimson Education was founded in 2013 from the idea that through personalised education, we can transform students into the world leaders of tomorrow.

Since then, we have rapidly grown a mission-driven team who are dedicated to building the education system for the 22nd century.

Our network includes 2,400 tutors and consultants worldwide who work with over 20,000 students.

Our tech platform connects tutors and mentors to high school students aiming to achieve admission and scholarships to top universities in the US, Canada, UK and beyond.

This is a full-time position. We are looking for this role in multiple locations

What this role is responsible for :

As Regional Manager in the Student Success Team, you will be the primary support and first tier of management for the Student Success Managers within your region.

You will support and assist team members to ensure focus on providing an outstanding client experience, successful delivery of Crimson services and achievement of student goals.

To ensure a smooth transition from Sales to Service and cater to local needs you will work closely with your local Country Manager.

What success looks like :

Monitoring team performance and ensuring predictably excellent service quality according to standardised quality expectations :

  • Ensuring delivery on KPIs and additional local targets
  • Performing and documenting regular quality checks
  • Monitoring student outcomes and performance for all students in the region, responding to early indications of any issues with mitigation plans in collaboration with other service delivery team members and where appropriate sales team members
  • Team growth & development :

  • Providing ongoing coaching and performance feedback to team members
  • Responsible for holding weekly 1 : 1s with all team members and providing bi-annual performance reviews (incl. pay reviews & promotions)
  • Building strong team culture :

  • Building a strong regional team with regular, structured and collaborative meetings, workshops and Q&A sessions to ensure team members are up to date and working efficiently
  • Deliver strategic communications around change management and effectively align team goals with company goals
  • Supporting other Service teams on product and process rollout regionally and globally if required
  • Managing team capacity, ensuring timely hiring of new team members
  • Overseeing onboarding of new and ongoing training and upskilling of existing staff members (including rollouts of new processes, systems, and procedures)
  • Escalation management :

  • Acting as regional team’s first point of contact for complaints, questions and issues
  • Proactively collaborating with other service teams and the sales team to resolve any complaints or roadblocks to successful delivery
  • Serving in the standard Student Success Manager role for students as required
  • Running regular postmortems for any cancellation or escalation situations, publishing results and ensuring that learnings are shared globally
  • Acting as the Child Safety Officer for the region and provide global support to CSOs as required
  • Strategic impact :

  • Building and maintaining strong cross-functional relationships with other Crimson team members and management
  • Working collaboratively across regions to improve global service delivery
  • Leading and executing strategic improvement projects with local or global impact
  • What success looks like :

  • Hitting all KPIs both personal and consolidated team results
  • Ensuring consistently high service quality as per agreed measures
  • New hires are on full student load within 3 months & hitting performance targets
  • New hires are taking students within week 1
  • 80% of all escalation cases are resolved without involvement of higher management
  • Team members are up to date on recent changes and rollouts and any concerns are dealt with prior to official rollout
  • Postmortems are scheduled within 48 hours, documented and shared monthly with the global team
  • All team members have an active development plan and receive 6 check-ins per year
  • Performance feedback is written, submitted and discussed on time with minimal back and forth
  • Salary reviews and promotion cases are submitted with the necessary business rationale and all required data (e.g. % raise, new salary etc)
  • Feedback from cross-functional counterparts in relation to collaboration is positive
  • Hiring is initiated 2 months prior to hitting team capacity, all candidates progress within the pipeline within 2 weeks to either hire or disqualified
  • The role would require the following :

  • Experience working in the Edutech industry (preferred)
  • Experience working in the Customer Service / Customer Success industry (essential)
  • Previous team management experience and leadership skills (preferred)
  • Fluent in English (essential), other languages are an advantage
  • Experience in leading team initiatives and identifying and adopting process improvement to support the wider team
  • Experience delivering excellent customer service in customer success and / or project management
  • Experience with international education and university applications to the US or UK / EU (preferred)
  • Has handled difficult customers or situations and can demonstrate resolutions
  • Experience working in a team environment with cross-functional peers
  • Able to navigate data and take the initiative to find answers quickly
  • Strong communicator
  • Organizational and time management skills with proven ability to prioritize and work efficiently in a fast-paced environment
  • Why work for Crimson?

  • Great culture - diverse, fast paced and self-initiated
  • Small and close-knit team
  • Career progression opportunities
  • If you're passionate about education and people and looking for a fast-paced, collaborative environment, and want to work with cutting edge technology then we'd love to hear from you!

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