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Customer Success Leader

2 months ago

London, Greater London, United Kingdom ETS Full time

About ETS:

As a global education and talent solutions organization, ETS enables lifelong learners to be future ready. We advance the science of measurement to build the benchmarks for fair and valid skill assessment. Our mission is to promote skill proficiency, empower upward mobility, and unlock more opportunities for everyone, everywhere.

We have developed products and services based on rigorous research and our belief in the power of learning. Our portfolio consists of some of the world's most trusted assessments, including the TOEFL and TOEIC exams, the GRE and the Praxis family of assessments. Our educational measurement solutions and research contribute to the development of new methods and tools, inform important dialogue with education policymakers, and shed light on critical issues and potential solutions.

Position Summary:

As the Customer Success Leader for the TOEFL business, you will be responsible for ensuring the satisfaction, retention, and growth of our TOEFL customers. Both test takers and Partner universities will benefit from your expertise. You will be the ultimate custodian of NPS score, Student and DI sentiment, and overall Lifetime Value of our learners.

You will work with cross-functional teams of customer success managers and specialists, collaborating closely with sales, marketing, product, and operations teams to drive customer success initiatives and deliver exceptional experiences for TOEFL test-takers and institutional clients.

Key Responsibilities:

  • Customer Relationship Management:
    • Develop and maintain strong relationships with TOEFL test-takers, educational institutions, language schools, and other stakeholders.
    • Serve as the primary point of contact for key TOEFL customers, addressing inquiries, resolving issues, and proactively identifying opportunities to enhance their TOEFL experience.
  • Voice of the Customer:
    • Act as the voice of the customer within the organization, advocating for customer needs, preferences, and feedback in product development, marketing, and service delivery decisions.
    • Gather and analyze customer feedback and insights to drive product improvements and enhancements.
  • Customer Success Strategy:
    • Develop and execute a comprehensive customer success strategy for the TOEFL business, aligning with organizational goals and objectives.
    • Identify key metrics and KPIs to measure customer satisfaction, retention, and lifetime value, and implement initiatives to drive continuous improvement.
  • Retention and Referral:
    • Drive customer retention and referral efforts, ensuring high levels of satisfaction and engagement among TOEFL customer base.
    • Proactively identify and address factors that may impact customer satisfaction, such as product usability issues, service disruptions, or competitor threats.
  • Upsell and Cross-Sell Opportunities:
    • Collaborate with sales and marketing teams to identify upsell and cross-sell opportunities within the TOEFL customer base.
    • Develop strategies and campaigns to promote additional TOEFL products and services to potential customers, maximizing revenue potential.
  • Operational Excellence:
    • Ensure operational excellence in all customer-facing processes, including TOEFL registration, test administration, score reporting, and customer support.
    • Collaborate with operations teams to streamline processes, optimize resource allocation, and enhance efficiency and scalability.

Requirements:

  • Deep understanding of customers' needs, preferences, and pain points.
  • Ability to communicate, interact, and deliver through other people.
  • Adept at making data-driven decisions and driving improvements.
  • Knowledge of competitor offers and ability to capture gaps and opportunities for TOEFL.