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Client Services Operations Manager

2 months ago

Burlington, United States Ready Education, Inc. Full time
Job DescriptionJob DescriptionSalary:

Who We Are

Ready Education is the leading mobile student engagement platform on a mission to improve student success in higher education worldwide.  Our products connect students with their peers and faculty, allow easy management of courses and finances, and help 700+ institutions strengthen their campus community.  We are a global, remote-first team.  

Ready is growing rapidly, both organically and inorganically, and has successfully completed four acquisitions in the past year. We have a diverse and world class team poised for our next phase of rapid growth. 


What will make you stand out

Individuals who are most successful in this role will will have expertise in the following areas:

  • Verbal and written communication
  • Attention to detail and organization
  • Active listening and curiosity
  • Grit and persistence


Position Purpose

  • Support successful project management outcomes for client implementations
  • Report progress against departmental and business growth targets, including customer satisfaction scores for Implementation, Support and Professional Services
  • Improve the experiences of our clients and client facing teams through repeatable, efficient workflow processes and developing ways to obtain qualitative and quantitative client feedback
  • Manage client to sales onboarding and serve as a point of contact for clients during the implementation process
  • Responsible for Implementation Performance reporting as well as tracking billable hours
  • Bridge the gap between Implementation/Support and Professional Services by working proactively with clients and the business to improve process and outcomes before they become issues
  • Serves as a business analyst for the Client Services Team.


Essential Duties and Responsibilities

  • Implement standard methodologies in project management, workflow automation and time tracking utilization.
  • Partner closely with cross-functional key stakeholders to support global initiatives and programs that drive a successful revenue engine (client advocacy overall satisfaction).
  • Support dashboards / reporting mechanisms to track key performance metrics while maintaining data quality.
  • Build and maintain relationships with team members throughout the company to foster strong cross-vertical collaboration
  • Monitor the forecast pipelines to assess forthcoming deals in order to be proactive in implementation onboarding
  • Ensure that all customer handover information is complete at point of deal closed won, working with key stakeholders where applicable
  • Monitor the time to value for onboarding new customers and raise awareness of projects that seem at risk or have breached timescales
  • Complete and maintain a methodology for check-ins with customers mid- implementation for feedback to improve customer satisfaction scores and escalate delayed/at risk implementation projects for intervention
  • Maintain and support the Jira Time Tracking and Professional Services systems
  • Improve and maintain the response rate of post onboarding surveys by customers by doing a root cause analysis and provide solutioning
  • Collate customer onboarding survey responses, respond to customers where applicable and maintain a lessons learned log for use by Customer Success and Product
  • Provide tools and documentation to the front-line teams on how/when to engage Professional Services and track leads to measure against our target goals
  • Support the initiation of the cohort onboarding process
  • Maintain documentation around the Sales Handoff and Implementation processes
  • Serve as a liaison between Marketing and Client Services, where applicable


Essential Requirements

  • Essential requirements of this role will include the following:
  • Must have a Bachelor's degree in a relevant field such as business, finance, economics, information technology or a related discipline.
  • Must have a minimum of 5 years of work experience with clients; computer skills and strong communication skills
  • Preferred: Experience in Higher Education, especially in working with the administration of computer systems and platform solutions.


What you can expect from us

  • A chance to work towards an amazing mission of helping students succeed as a team member of a global tech startup
  • Remote first work environment: Ability to work from anywhere in North America with flexible hours
  • Generous paid vacation time
  • A chance to travel while working remotely 
  • Continuous learning and growth culture with many opportunities to develop professionally
  • Health Benefits including health, dental, vision, company funded life & disability insurance and identity protection
  • Participation in matching 401K plan 
  • Team bonding activities
  • Professional development opportunities
  • Home Office Set up support with a company laptop & equipment
  • A chance to work with a global collaborative, friendly and diverse team 
  • And Company Swag 


Although this role is 100% remote, the person in this position should be expected to travel for certain customer / industry / company events and engagements as necessary.


remote work