Lead and inspire the Program Success team, providing a clear vision and strategic direction.
Oversee daily operations and ensure smooth functioning of program implementation efforts.
Manage and mentor a team of Program Implementation Managers, setting clear goals and KPIs.
Regularly monitor team performance and provide actionable feedback to drive excellence.
Ensure timely resolution of escalated client concerns and maintain strong client relationships.
Collaborate with the recruitment team to identify, hire, and onboard top talent for the Program Success team, ensuring alignment with organizational goals.
Data-Driven Insights and Analysis
Continuously gather and analyze customer feedback to refine service delivery.
Leverage data insights to enhance customer satisfaction and operational efficiency.
Track and improve customer time-to-value, renewal rates, and overall program impact.
Strategic Planning and Execution
Develop and implement strategies to enhance customer retention and expand the user base.
Identify opportunities to drive higher product adoption and long-term customer satisfaction.
Plan and execute actionable blueprints for Program Success team initiatives.
Revenue Growth and Operational Excellence
Identify and execute upsell opportunities to expand revenue within existing accounts.
Proactively address potential churn risks and drive new business opportunities.
Maintain high standards for customer service and overall account health.
Coordinate cross-departmental resources to address critical client issues efficiently.
Ensure adherence to company policies, processes, and compliance guidelines.
Desired Candidate Profile
Experience: Minimum 3 years in school program implementation or a similar domain, with at least 2 years of team management experience.
Proven track record of managing customer success strategies and building scalable systems.
Strong relationship management and networking abilities.
Demonstrated expertise in customer-facing roles like Account Management or Customer Success.
Exceptional leadership skills with the ability to coach, motivate, and empower teams to perform at their best.
Analytical mindset with the ability to derive actionable insights from data.
Excellent communication and problem-solving skills with a customer-first attitude
