Experienced Customer Success Manager for Strategic Partnerships and Client Relationship Development at blithequark

Introduction to blithequark

At blithequark, we are pioneers in the field of live online education, having successfully transitioned from in-person learning to create a vast and professional tutoring corps since 2012. Our mission is built on the belief in the transformative power of high-quality teaching to drive engagement, excitement, and learning outcomes for students of all ages and subjects. As a leader in our industry, we are committed to fostering an environment that values diversity, inclusivity, and the pursuit of educational excellence.

Position Overview

blithequark is seeking a highly motivated and results-driven Customer Success Manager to oversee a specific portfolio of strategic partnerships. The successful candidate will play a critical role in ensuring exceptional customer service, driving conversion rates into customer-paid programs, and elevating overall customer satisfaction levels. Your primary objective will be to ensure that every partner client has a remarkable experience with blithequark, leveraging your skills in client relationship management, conversion rate optimization, and customer onboarding to drive success.

Key Responsibilities

• B2B and B2C Client Relationship Management: Develop and nurture strong, long-lasting relationships with partner clients, aiming for a high Net Promoter Score (NPS) rating. Serve as the primary point of contact for client inquiries, escalations, and feedback, providing exceptional customer support to ensure a seamless experience for clients and their employees utilizing their benefits.
• Conversion Rate Optimization: Collaborate closely with the Sales and Marketing teams to design and implement strategies that maximize the conversion of users into customer-paid programs. Focus on maximizing program usage and overall customer retention to drive business growth.
• Customer Onboarding and Training: Efficiently onboard new customers, meeting Service Level Agreement (SLA) standards. Conduct client onboarding sessions and provide comprehensive training on blithequark's offerings and services, ensuring clients are well-equipped with the necessary resources to make informed decisions about educational support.
• Feedback Collection and Analysis: Gather and analyze client feedback to identify areas for improvement and implement targeted strategies to enhance customer satisfaction levels. Utilize data insights to inform decision-making and drive continuous improvement.
• Performance Tracking and Reporting: Monitor and track key performance metrics related to products, conversion rates, and customer satisfaction. Generate regular, detailed reports to assess progress, identify opportunities for growth, and inform strategic planning.
• Cross-Functional Collaboration: Work collaboratively with internal teams, including Education Services, Sales, Marketing, Product, and Engineering, to drive client success initiatives and address client needs. Foster a strong partnership with the partnership manager to ensure all partner needs are met, aligning with blithequark's strategic objectives.

Qualifications

To be successful in this role, you will need:

• A Bachelor's degree in Business, Marketing, Education, or a related field.
• Proven experience (5+ years) in customer success, account management, or client relations, with a strong understanding of the education industry and corporate benefits programs being a significant plus.
• Exceptional communication, negotiation, and relationship-building skills, with the ability to engage effectively with diverse stakeholders.
• An analytical mindset with the ability to use data to drive decision-making and inform strategic initiatives.
• A goal-oriented and results-driven approach, with a proven track record of achieving targets and driving business growth.

Preferred Qualifications

While not required, the following qualifications are highly desirable:

• Advanced degree in a relevant field.
• Specialized training or certifications in customer success management, sales, or marketing.
• Experience working with educational technology or in the online education sector.
• Fluency in more than one language, reflecting blithequark's diverse client base.

Skills and Competencies

The ideal candidate will possess a unique blend of skills and competencies, including:

• Strategic Thinking: The ability to develop and implement strategic plans that drive customer success and business growth.
• Communication and Interpersonal Skills: Excellent verbal and written communication skills, with the ability to build strong relationships with clients and internal stakeholders.
• Data Analysis and Interpretation: The ability to collect, analyze, and interpret complex data sets to inform decision-making and drive business outcomes.
• Problem-Solving and Adaptability: A proactive and adaptable approach to problem-solving, with the ability to navigate complex issues and prioritize tasks effectively.
• Leadership and Collaboration: The ability to lead and collaborate with cross-functional teams, fostering a culture of innovation, inclusivity, and continuous improvement.

Career Growth Opportunities and Learning Benefits

At blithequark, we are committed to the growth and development of our team members. As a Customer Success Manager, you will have access to a range of career growth opportunities, including:

• Professional Development Programs: Ongoing training and development programs designed to enhance your skills and knowledge in customer success management, sales, and marketing.
• Mentorship and Coaching: Dedicated mentorship and coaching from experienced professionals in the field, providing guidance and support to help you achieve your career goals.
• Cross-Functional Collaboration: Opportunities to work with diverse teams across the organization, fostering a deeper understanding of blithequark's operations and strategic objectives.
• Performance-Based Advancement: A performance-based approach to career advancement, recognizing and rewarding outstanding performance and contributions to the organization.

Work Environment and Company Culture

blithequark is proud of its vibrant and inclusive work environment, which values diversity, equity, and inclusion. Our company culture is built on the principles of:

• Respect and Empathy: A culture of respect, empathy, and understanding, recognizing the unique perspectives and contributions of all team members.
• Innovation and Creativity: A commitment to innovation and creativity, encouraging experimentation, learning from failure, and continuous improvement.
• Collaboration and Teamwork: A collaborative and teamwork-oriented approach, fostering open communication, mutual support, and a shared sense of purpose.
• Wellness and Balance: A strong emphasis on wellness and balance, recognizing the importance of mental and physical health in achieving personal and professional success.

Compensation, Perks, and Benefits

blithequark offers a competitive compensation package, including:

• A salary range of $68,000 - $75,000 per year, depending on experience and qualifications.
• A comprehensive benefits package, including health, dental, and vision insurance, 401(k) matching, and paid time off.
• Access to ongoing training and development programs, designed to enhance your skills and knowledge.
• A dynamic and inclusive work environment, with a strong emphasis on wellness, balance, and employee satisfaction.

Conclusion

If you are a motivated and results-driven professional, passionate about customer success and education, we encourage you to apply for this exciting opportunity. As a Customer Success Manager at blithequark, you will play a critical role in driving business growth, fostering strong client relationships, and contributing to the success of our organization. Don't miss out on this chance to join our vibrant team and take your career to the next level. Apply now and discover the blithequark difference!