Customer Success Manager

• Seniority level: Associate
• Job category: Operations

Job position: Customer Success Manager

Office location: São Paulo
Who are we? 
EF Corporate Learning is the world’s first and largest corporate language training provider. Delivering language training for organizations since 1965 and with 20+ million learners trained online since 1996, our legacy and global scale are unmatched. Many of the 3,000+ multinational organizations we serve have partnered with us for over 15 years.
Our award-winning method is designed using the largest dataset of language learners in the world, drawing from 2.2+ million English assessments, 5+ million live private classes yearly, and countless more learners enjoying structured self-study every day. The result is a learning experience with 3x better engagement and learning progress, helping your teams find their voice, faster.
The Opportunity  
We are seeking a Customer Success Manger (CSM) to work with training managers at some of the largest companies internationally and in Brazil– helping them to advance their global strategic objectives by improving their employees' intercultural communication and language skills.
As a successful CSM, you will be a highly organized, customer-driven client manager, who can uncover the stories behind the data and deliver excellence in the form of language training programs for employees. In the process, you will help our clients unlock the benefits of having English language fluency as a strategic asset for their global success.
In this role, your day-to-day work will vary tremendously – enabling you to serve as a consultant, project manager, change manager, analyst, internal communication specialist and in many more capacities. More broadly, you will play a vital role in our wider organization and in your local team, as you will be responsible for the delivery and success of our projects in your assigned territory.
What will your goals be?  

• Become quickly recognised by your customers as a trusted advisor and consultant who can help them reach their business goals through strategic investments in English language learning programmes, achieving clear KPIs, such as client satisfaction (Net Promoter Score) and renewal rates

• Be recognised and celebrated by our global organisation for delivering your commitments and exceeding expectations in terms of client service

How will we help you succeed?  

• We offer premium cutting-edge educational products that you can implement with confidence.
• We have a well-designed operational structure, so you can define your client needs and serve customers effectively
• You will be able to proactively collaborate with other internal stakeholders to help you drive the implementation process forward – working closely with your local colleagues in Sales and Marketing, and with your colleagues on other teams elsewhere in Latin America and across Europe and, the US, the Middle East, and Asia

Who will succeed in this role?  

We are looking for a person with successful B2B client-facing project management experience, who speaks Spanish, Portuguese and English with professional fluency and who can analyze data and derive actionable insights for clients.

If you have experience working with education products and/or HR stakeholders, all the better. But most importantly, we are seeking an incredibly organized project manager who wants to build a career at a rapidly growing and extremely innovative education and travel company.
More specifically, you should be able to:  

• Set up and implement client learning programs that may involve hundreds or thousands of learners, building and maintaining client loyalty, satisfaction and success
• Work closely with current or potential clients to define clear KPIs, success criteria, and deliverables, identifying actions for continuous improvement in their learning outcomes
• Report to clients on the success of learning programs in order to drive results, achieve renewals and assist in growing the accounts, regularly monitoring learning KPIs and account plans to ensure timely renewals
• Foresee and react to problems rapidly with creative solutions
• Contribute to best practices for all EF Corporate Learning teams to ensure successful design and delivery of language training
• Provide project management skills and advice to Sales teams during tenders and negotiations

To thrive at EF Corporate Learning, you will:

• Have strong personal drive and energy
• Possess an entrepreneurial spirit with a nothing is impossible mindset
• Excited by having ownership and autonomy
• Enjoy working in a fast-paced results-driven environment
• Be passionate about learning and language.

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