Customer Success Manager
Onboard new clients. Develop customer feedback channels. Listen to people. Be an advocate for them. Create & share educational resources (e.g. develop a training library).
Create conversations in all channels (e.g. social media, blog, newsletter, print, press releases, campaigns, etc.)
Marketing & Content Creation
Identify client and user barriers and coordinate with the team to design solutions.
Organize & maintain booth set-up.
Customer Success & Experience Acknowledge bugs or problems within our response promise window.
Research our target audience & develop personas.
Stay current on customer success trends & best practices. QA new feature releases & existing workflows. Represent Via TRM at events & conferences.
Give demos. Garner referrals through customer base. Identify new opportunities with existing clients.
Business Development Support Manage general inquiries and Via TRM inboxes. Create new possibilities for clients and the international education community.
Develop customer profiles in the CRM. Create renewal notices.
Job Description Via TRM is a Traveler Relationship Management software company for the education travel space. Our mission is to “empower every advisor to engage every student in global opportunities.” We recently launched our industry-changing technology platform to help study abroad, volunteer, internship, and gap year organizations advise and enroll student travelers on short term, semester, and exchange programs. We’re looking for a Customer Success Manager who will add value to every client interaction with prompt, personal, empathetic, and effective communications. Our Customer Success Manager will guide clients through our onboarding process, troubleshoot issues, and maintain a positive, productive relationship throughout the customer lifecycle. In addition to skills and experience, we want a positive and committed team player who is passionate about the work, able to think and communicate clearly, and finds creative solutions to company and client needs. Must be comfortable in all aspects of building meaningful relationships with customers and our team. This position offers a competitive base salary, a remote work environment, paid-time off, health reimbursements, and opportunities to grow with the company. Be in touch if you: • Have 2-4 years of experience in one or more of the following areas: customer success, edtech, international or higher education, software, marketing, community building. • Communicate well. Good writing and speaking skills are a must. • Solve problems with patience, curiosity, and creativity. • Build and maintain meaningful long-term relationships. • Embrace change. We are strong believers in continuous improvement, new ideas, and better ways to do things. Change is in our DNA. • Follow through consistently with your team, clients, and community. • Believe in the details that make our process run well and keep our customers loving us. • Do your best work with a high degree of autonomy. • Still share stories from your own educational travel experience(s)
Pass this by if you: • Have not yet worked full time in a professional setting • Cannot achieve your best results in a remote work environment • Do not thrive off of communicating with people every day Introduce yourself and apply for Customer Success Manager by emailing our COO, Lisa Stern, at lisa@via-trm with a link to your LinkedIn profile.
