Client & Student Success Manager

3 weeks ago

Toronto, Canada Wayble Full time

**About Wayble**:
Wayble is a social enterprise, a technology platform for international student success with a mission to help every international student thrive in a new country. We are committed to bridging the gap between students, post-secondary institutions, and employers to create a seamless and enriching experience. If you are passionate about fostering global talent and have a strong background in customer success and client management, we invite you to join our team as a Client & Student Success Manager.

As a Client & Student Success Manager at Wayble, you will play a pivotal role in ensuring our higher education partners have a successful experience with our software platform. You will be the primary point of contact for our clients, responsible for onboarding, training, and ongoing support to ensure customer satisfaction and retention. Your role is crucial in helping our partners leverage our platform to its fullest potential, thereby contributing to the overall success of international students.

**Responsibilities**:
Client Onboarding & Training
- Guide new higher education partners through the onboarding process, ensuring a smooth transition onto the Wayble platform.
- Conduct training sessions (both virtual and in-person) to educate partners on the features and benefits of the Wayble platform.
- Develop and maintain comprehensive onboarding materials and training documentation.

Client Support & Success
- Serve as the primary point of contact for all client inquiries, providing timely and effective solutions to any issues or questions.
- Build and maintain strong relationships with higher education partners, ensuring their ongoing satisfaction with the Wayble platform.
- Monitor client usage and engagement with the platform, proactively addressing any areas of concern.
- Collaborate with the technology team to resolve technical issues and enhance the user experience.

Client Retention & Relationship Management
- Regularly check in with clients to assess their satisfaction and identify opportunities for improvement or additional support.
- Gather and analyze client feedback to continuously improve the Wayble platform and services.
- Work closely with the marketing and outreach team to communicate updates, new features, and best practices to partners.
- Prepare and deliver regular reports on client success metrics, highlighting key accomplishments and areas for growth.

KPI Tracking & Reporting
- Track and analyze key performance indicators (KPIs) related to student engagement and activation rates on the Wayble platform.
- Prepare detailed reports on these KPIs to ensure high levels of student engagement and activation.
- Use data insights to drive improvements in client strategies and platform features, aiming to enhance overall student success.

Qualifications:

- Bachelor's degree in a relevant field (e.g., Business Administration, Customer Success, Education).
- Preferably someone with a newcomer & international background
- Experience working with higher education institutions and students is preferred.
- 2-5 years of experience in customer success, client management, or a related field.
- Exceptional organizational skills with the ability to manage multiple client relationships simultaneously.
- Strong interpersonal and communication skills to effectively liaise with higher education partners and internal teams.
- Proven ability to build and maintain relationships with diverse stakeholders.
- Results-driven mindset with a commitment to achieving customer success and retention goals.
- Attention to detail and a proactive approach to problem-solving.
- Knowledge of international student issues and higher education systems is a plus.
- Proficiency in customer success software and Microsoft Office Suite.
- Ability to adapt to a fast-paced and evolving work environment.
- Commitment to diversity, equity, and inclusion.

Pay: $60,000.00-$65,000.00 per year

Work Location: Hybrid remote in Toronto, ON M5T 2C7

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