Location - Remote/Canada
Company Confidential (For now!)
This is an exciting opportunity with one of our favourite local success stories! We would love to tell you more about it, IF this role sounds like a good fit for you!
About the Job:
We are looking for an experienced customer success manager and account management professional to join as the Director of Academic Accounts. In this role, you will be responsible for overseeing the team that manages all of the existing accounts as well as strategic channel partnerships.
You will be leading (as a player/coach) a team of five Academic Relationship Managers (ARM Team) and will be accountable for the performance of our Academic Onboarding Specialists. This role will report to the Director of Operations, and partner with the Director of Customer Success and others to ensure the retention and growth of our academic accounts.
This is an excellent role for someone who has the competitiveness of a sales leader but also excels at developing deep relationships with customers and team members. You must also possess a passion for team building and enjoy being a change agent in a rapidly evolving organization.
Your passion for leading a team and delivering exceptional customer support will contribute to our rapidly growing experiential learning marketplace in a values-driven company.
Requirements
- Lead and manage all aspects of the ARM Team and be accountable for retaining, expanding, and converting Riipen’s academic accounts;
- Train and mentor the ARM Team to increase the likelihood of renewal and expansion;
- Work with the Director of Customer Success to ensure activity and growth targets are achieved;
- Build relationships with senior leaders and key contacts at our academic partners to understand their needs, key opportunities and challenges;
- Contribute to our academic customers realizing early value and ensuring adoption is consistent throughout the subscription;
- Accurate and timely reporting to track activities that are attributed to the health of the account including attrition, logins, utilization, and support tickets;
- Develop segmentation of the customer base in order to prioritize the team’s time, focus on growing and supporting the right accounts;
- Identify opportunities to scale how we support customers;
- Maintain frequent communication with customers, actively participating in training, onboarding, and making recommendations to ensure their success;
- Oversee the health of all accounts with the goal of growing ARR and decreasing churn;
- Work with Riipen Strategy Team to ensure deliverables are met for major projects, act as lead Project Manager to achieve project goals on schedule;
- Work closely with the team to ensure client services delivered exceed expectations and to address any areas of improvement.
As a team member, you will:
- Become familiarized with and comply with all the policies and procedures of the Company;
- Dream, innovate and help them become the de facto technology leader in the education/recruitment technology space
- Continue to grow, learn, and develop as a person.
- Make your best effort to meet the objectives established by the company;
- Complete and collaborate in other responsibilities as the Executive Team sees fit.
- Learn! Learning is a core value for the company. Our company isn’t just about education, it’s built around education. We want you to enjoy what you do and who you do it with, and to grow and learn right alongside the business itself. We also offer the support to get you where you want to be and to do it in a way that works for everyone - our clients, the company, and you.
Bonus Points:
- Experience with HubSpot, Trello, Airtable, and G-Suite for Business
- Experience executing product demonstrations
- Knowledge of or experience with project-based experiential learning
- Fluent in French
- Experience and success working with remote teams.
Benefits
What we offer:
- Great work environment - great people, great social impact
- Accessible central locations in Vancouver and/or Toronto
- Remote/travel working opportunities
- 4-weeks of vacation
- Extended Health and Dental benefits
We appreciate your interest and application. Only those applicants under consideration will be contacted.
Please note, candidates must be legally able to work in Canada.
We are 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 di