Team Lead, Customer Success

As Team Lead for the Student Success Team, you will be the primary support and first tier of management for the Student Success Managers within your market(s), reporting to a Regional Manager.

You will support and assist team members to ensure focus on providing an outstanding client experience, successful delivery of Crimson services and achievement of student goals.

To ensure a smooth transition from Sales to Service and cater to local needs you will work closely with your local Country Manager.

What success looks like:

Monitoring team performance and ensuring predictably excellent service quality according to standardised quality expectations:

• Ensuring delivery on KPIs and additional local targets for your team
• Performing and documenting regular quality checks
• Monitoring student outcomes and performance for all students in your market(s), responding to early indications of any issues with mitigation plans in collaboration with other service delivery team members and where appropriate sales team members
• Providing ongoing coaching and performance feedback to your direct reports
• Responsible for holding weekly 1:1s with all direct reports and providing bi-annual performance reviews

Building strong team culture:

• Building a strong team with regular, structured and collaborative meetings, workshops and Q&A sessions to ensure team members are up to date and working efficiently
• Deliver strategic communications around change management and effectively align team goals with company goals
• Supporting other Service teams on product and process rollout locally and globally if required
• Managing team capacity, ensuring timely hiring of new team members
• Overseeing onboarding of new and ongoing training and upskilling of existing staff members (including rollouts of new processes, systems, and procedures)
• Acting as your team’s first point of contact for complaints, questions and issues
• Proactively collaborating with other service teams and the sales team to resolve any complaints or roadblocks to successful delivery
• Serving in the standard Student Success Manager role for students as required (typically VIP and escalated cases)
• Running regular postmortems for any cancellation or escalation situations, publishing results and ensuring that learnings are shared globally
• Provide support to CSOs as required

Strategic impact:

• Building and maintaining strong cross-functional relationships with other Crimson team members and management
• Working collaboratively across regions to improve global service delivery
• Leading and executing strategic improvement projects with local or global impact

What success looks like:

• Hitting all KPIs both personal and consolidated team results
• Ensuring consistently high service quality as per agreed measures
• New Student Success Managers in your team are on full student load within 3 months & hitting performance targets
• New Student Success Manager in your team are taking on students within week 1
• High retention of customers and staff (incl.

  employee engagement ratings of 8 +)

• 80% of all escalation cases are resolved without involvement of higher management
• Student Success Managers in your team are up to date on recent changes and rollouts and any concerns are dealt with prior to official rollout
• Postmortems are scheduled within 48 hours, documented and shared monthly with the global team
• All Student Success Managers in your team have an active development plan and receive check-ins every 2 months
• Performance feedback is written, submitted and discussed on time with minimal back and forth
• Promotion cases are submitted with the necessary business rationale and all required data (e.g.

  % raise, new salary etc)

• Feedback from cross-functional counterparts in relation to collaboration is positive
• Hiring is initiated 2 months prior to hitting team capacity, all candidates progress within the pipeline within 2 weeks to either hire or disqualified