The gig in short:

Do you have a heart for providing top-tier support and helping others achieve their dreams? Do people often mistake you for a Disney princess (or prince) because you’re so darn friendly? Have you managed a high-level customer support team in the past? If so, you may be ENTRE’s next Director of Student Success. The Director of Student Success is responsible for developing strategies and processes that deliver consistent customer satisfaction from onboarding through all phases of the customer lifecycle and promote retention. You will work with your teams, as well as inter-departmentally, to ensure our students have the best experience possible.

Who we are:

We are The School for Entrepreneurs. We provide our students with the complete ecosystem they need to learn how to become successful entrepreneurs, including digital courses, coaching, community, tools, and events.

We believe that entrepreneurship is the key to unlocking the best possible quality of life for millions of individuals, and will be a catalyst for a much needed shift in culture - a shift toward self-determination, individual responsibility, and independent thinking. Simply put, we believe that by helping create successful ENTREpreneurs, we are changing the world. 

What we want you to do:

•  Aggregate and utilize data collection and feedback mechanisms to identify and understand customer needs, challenges, opportunities and design action plans

• Using collected data, continually innovate new ways to improve the customer experience

• Manage the onboarding process for a subset of students (including new business, renewals, and upsells) to ensure they receive a highly organized program with detailed goals, timelines, and processes.

• Provide best practices and mentorship to students on how best to implement our suite of products and solutions. Provide thought leadership with regards to overcoming challenges the student is facing.

• Establish and oversee the customer’s adoption, training and development of best practices to continually drive incremental value and return on the customer’s investment

• As needed, resolve high-level customer concerns and train team members to do likewise

• Build teams of customer advocates with product training, coaching, and skill development, including onboarding of new team members

• Develop a multi-tier support team that can respond to customer requests for assistance, with clear and effective escalation workflows

• Establish collaborative relationships with the sales, coaching, and other customer facing teams.

• Draft, implement, and execute budgets, policies, and procedures to facilitate a high quality customer service experience

• Build out the necessary infrastructure for scalable product success, including ticketing system, knowledge base, video tutorials, etc.

• Facilitate conversations with students through a variety of tactics to ensure they are on track to experience maximum value from the product/curriculum. 

• Drive expansion revenue via upsells and cross sells where appropriate

• Remain up to date on curriculums and product features 

• Proactively escalate at-risk customers and ensure internal visibility by providing regular updates, status, and next steps on a regular cadence through our communication channels

• Collaborate closely across departmental teams to support the success of your customers

• Create and maintain a capacity plan in conjunction with the sales forecast

• Develop monthly, quarterly, and annual reports on key performance indicators

• Create student health scores, call to action and success plan playbooks for use by the teams.

• Partner with IT, Sales, Marketing, Business Services and Fulfillment leaders to optimize sales processes and drive maximum visibility of student lifecycle and health scores

• Perform a wide variety of professional tasks, which demand a high level of creativity and imagination, as well as a thorough knowledge of the applicable needs and expectations of employees and students.

What we are looking for:

• Must be a problem-solver, and have the desire to grow our student engagement and supportive teams

• A team player who wants to work cross-functionally

• Proven work experience in leading teams both in sales and customer service settings

• Excellent communication skills 

• Project management experience - preferred

What you have to have:

• 7+ years relevant account management experience in the service or SAAS industry

• 5+ years of experience in a customer service leadership or management role

• Ability to navigate complex customer organizations effectively

• Experience delivering highly effective executive-level presentations

• Ability to set goals and ensure they are clearly communicated and successfully delivered

• Extremely comfortable interacting with frustrated and challenging customers and resolving their concerns in a proactive and respectful manner

• Customer Service Orientation: willing to go the extra mile to develop solutions for internal and external customer needs

• Ability to successfully work with diverse team in a cross-departmental role

• Must be compulsive about data accuracy and quality

• Experience managing teams, including scheduling, managing timesheets and overtime, and addressing staffing needs

• Experience providing customer service remotely (phone, chat, email) 

• Experience overseeing sales or revenue-generating teams preferred

• Experience with personnel training and development preferred

• Able to keep track of multiple projects at one time

• Able to collaborate with multiple teams in a fast-past changing environment

• Proactive problem solver with the ability to identify issues and tasks without being asked or notified 

The perks:

• Full-time, permanent, and remote work

• 6 Company-paid Holidays

• Unlimited PTO 

• Medical, Vision, and Dental benefits

• Bonus plan opportunities

• Friendly, like minded co-workers

• A fun, dynamic, and exciting environment

• Home Office setup up reimbursement plan

Please visit ENTRE Institute to learn more about us and check us out on FB! 

As job positions at ENTRE open and are publicly posted, we encourage all applicants, including former students of ENTRE, who believe they have the qualifications and would be a good fit for the position to apply.  Individuals currently enrolled in ENTRE's training or coaching programs are not eligible to apply.

ENTRE is an Equal Opportunity Employer. We embrace the value you can bring to our team through your commitment, skills and abilities, creativity, experience and diversity...not your skin color, sex, gender or otherwise. However you identify, if you’re smart, good at what you do, feel aligned to ENTREs mission and values, and feel you’re the right fit for an open position, we encourage you to apply.