What we're looking for:
We are in search of a highly adept problem solver, capable of engaging with cross-functional teams to drive both operational and strategic initiatives for InStride, its corporate partners (employer clients), and the corporate partner success team.. This position reports to the Director, Operations.
Skills we’d love to see you show off:
- Operational Excellence: Demonstrated ability to optimize processes, systems, and tools for enhanced efficiency.
- Technical Proficiency: Proficient in CRM tools like Salesforce and experienced with project management and data analysis tools.
- Problem Solving and Analytical Skills: Exceptional capability to analyze data, identify trends, solve problems, and make informed, data-driven decisions.
- Leadership: Proven ability to lead cross-functional teams and manage projects to successful completion.
- Communication: Outstanding verbal and written communication skills, capable of conveying complex information persuasively.
- Strategic Thinking: Ability to develop innovative solutions and implement strategic improvements.
Who you are:
- Five (5) years of B2B consulting, customer success, management consulting, or corporate strategy with Enterprise companies.
- Strong executive presence with the ability to influence and collaborate with individuals at all levels, including C-Suite leaders.
- Strong business acumen and analytical skills, with the ability to translate data into insights and solve problems with a process-oriented mindset.
- Uphold the highest level of integrity with outstanding interpersonal, verbal and written communication skills.
- Proficiency in Microsoft Products, Google Suite, Salesforce, Confluence, and ability to quickly learn new tools and software.
- Driven, self-motivated and hardworking with a growth mentality.
- Thrive in a fast-paced environment; can pivot quickly and work autonomously.
- An enthusiastic and creative leader with the ability to inspire others.
- Demonstrated desire for continuous learning and improvement.
- Passionate about the InStride customer experience and changing lives of people.
- Willing to travel as needed (up to 10%).
How you will create impact:
Client Success Operations
- Partner with cross-functional teams to solve operational challenges and facilitate the scoping and roll-out of systems, processes, tools, and reporting.
- Drive collaboration with business development, marketing, product, support, academic partner success, and implementation teams to help corporate partner success operations function effectively.
- Be the client-facing expert on education program administration, Learner taxes, tuition reimbursement, and franchise programs.
Client Success Enablement
- Deliver the right training, resources, support, and tools to the corporate partner success team so they are fully equipped to help clients achieve their goals. This includes employee onboarding, training, and customer success enablement activities.
- Prepare and facilitate cross-functional and corporate partner success meetings, coordinating materials for monthly executive review meetings, and ensuring the alignment of sales and success teams.
- Track and support the timely delivery of corporate partner data requests and personally maintain accurate data on customer accounts within the Salesforce customer success platform.
- Ensure the timely resolution of production support tickets to meet the expectations of our corporate partners.
Client Success Strategy
- Identify and recommend strategic improvements to our business model and processes to better serve existing corporate partners.
- Develop a voice of the customer program by aggregating feedback and identifying trends via NPS, CSAT, and other feedback mechanisms.
- Develop and drive client advocacy activities including an advisory board, references, testimonials, success stories, and other advocacy efforts to drive impact.
- Define customer segmentation strategies and develop a comprehensive customer health model.
- Apply best practices from the industry to InStride and maintain the roadmap of customer success initiatives.
