← CÔNG TY TNHH HELLOWORLD ONLINE EDUCATION VIETNAM
Student Success Manager (Education Sector Experience)
CÔNG TY TNHH HELLOWORLD ONLINE EDUCATION VIETNAM · Hồ Chí Minh
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Type
Full-time
Work mode
On-site
Level
Manager
Industry
Other
Salary
Thương lượng
Location
Hồ Chí Minh, Hồ Chí Minh, Hồ Chí Minh
Overview
- Team Management
- Lead and manage a team of 10–12 Student Success Consultants.
- Allocate student portfolios, balance workloads, and monitor individual performance.
- Coach, mentor, and develop team members through call coaching, case reviews, performance reviews, and regular one-on-one meetings.
- Develop individual development plans (IDPs), monitor progress, and implement Performance Improvement Plans (PIPs) when necessary.
- Support recruitment, onboarding, and training to ensure new team members achieve productivity targets.
- Student Success Operations & Service Quality
- Ensure the team consistently follows Student Success SOPs and operational standards.
- Monitor student onboarding, learning progress, and ongoing engagement throughout the learning journey.
- Track key learning metrics, including:
- o Attendance
- o Learning Frequency
- o Lesson Completion
- o Student Engagement
- o Retention
- Handle escalated parent and student concerns, complaints, and complex service issues.
- Collaborate closely with Academic, Operations, Sales, and other cross-functional teams to continuously improve the customer experience.
- Revenue Management & Business Performance
- Own the team's revenue KPIs, including:
- o Renewal
- o Early Renewal
- o Upgrade
- o Referral
- Monitor pipeline health, sales forecasts, and daily, weekly, and monthly revenue performance.
- Analyze business data to identify growth opportunities and develop action plans to improve results.
- Ensure the team achieves targets for:
- o Revenue
- o Renewal Rate
- o Conversion Rate
- o Average Order Value (AOV)
- Support team members in managing high-value accounts and complex renewal opportunities.
- Data Management & Reporting
- Ensure CRM and LMS records are accurate, complete, and up to date.
- Monitor operational dashboards and analyze team performance data.
- Prepare regular reports covering:
- o Team Performance
- o Student Retention
- o Sales Forecast
- o Referral Performance
- Recommend data-driven initiatives to improve operational efficiency and business performance.
Benefits
Training
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