About the job
Wordwall is on the lookout for a dedicated and detail-oriented Customer Success Manager to become an integral part of our expanding team. Unlike traditional customer service roles that primarily address reactive issues, this position is focused on the holistic lifecycle of our 10,000+ educational institutions.
As a vital member of the Customer Service team, you will handle intricate support tickets while predominantly concentrating on Customer Success. Your mission will be to facilitate hassle-free payments, ensure seamless onboarding for teachers, and promote subscription renewals annually.
With more than 80,000 active users across 10,000 schools, your role will extend beyond individual communications; you will design workflows and leverage automation to engage with our clients at scale, thereby enhancing their experience and maximizing the value they derive from Wordwall.
KEY RESPONSIBILITIES
- Proactive Retention and Renewal Management:
- Oversee the renewal processes for educational accounts.
- Reach out to clients ahead of contract expirations to discuss renewal options and ensure retention.
- Develop and manage automated email workflows to remind administrators of upcoming renewals.
- Analyze usage data to identify schools at risk of churn and implement interventions.
- Onboarding and Adoption:
- Engage with new school clients right after subscription to ensure proper setup.
- Drive adoption by ensuring that licenses are assigned to teachers.
- Create guides or templates that assist school administrators in maximizing platform usage.
- Financial Administration and Friction Removal:
- Act as a liaison between schools and our Finance department to ensure smooth payment processing.
- Resolve payment discrepancies to prevent service interruptions.
- Assist schools with vendor forms, tax documentation, and invoice inquiries.
- Specialized Customer Support:
- Manage a segment of the general support queue, focusing on school plans, license management, and billing issues.
- Serve as an escalation point for complex B2B inquiries from the broader support team.
Requirements
Essential Qualifications:
- Must reside in the Philippines.
- A minimum of 3 years experience in Customer Success, Account Management, or B2C Customer Support (SaaS experience is a plus).
- A commercial mindset with a solid understanding of the customer lifecycle and the significance of reducing churn.
- Tech-savvy and oriented towards processes; adept at managing data and CRM tools for numerous customers.
- Financially literate, capable of handling invoices, purchase orders, and basic reconciliation tasks.
- Exceptional communication skills, both written and verbal.
