Customer Engagement Manager

Job title:

Customer Engagement Manager

Company

Busuu

Job description

Job DescriptionJoining Busuu means being part of one of the top EdTech companies in the world, a multiple award-winner recognised for its innovation and impact in language learning.Busuu’s vision is to empower people through languages. We are the world’s largest online community for language learning, with 120+ million registered users. We make learning a language easy by combining AI-powered courses with feedback from our global community of native speakers and lesson content designed for real life.Busuu is part of the global Chegg family. Chegg is the leading student-first connected learning platform and a NYSE listed company.What does a Customer Engagement Manager do at Busuu?The Customer Engagement Manager is responsible for leading and delivering outstanding onboarding and engagement experience for one of our largest partners in the US market.What we are looking for in a Customer Engagement ManagerSuccess Planning: Run sessions and webinars with end users to uncover their short and long term objectives and follow up with learning recommendations, showcasing the value of Busuu courses and services at every interaction.Client Onboarding: Supporting new students via personalised emails, SMS or calls as they begin to learn with Busuu for the first time; ensuring they have the highest engagement from the first 30 daysTracking Engagement Health: Monitoring monthly student cohorts against agreed engagement KPIs to identify churn risk and working proactively to develop strategies that eliminate that riskBuilding Usage and Awareness of Busuu: Ensuring that Busuu impacts students objectives by offering interactive training, programme support, and proactive guidance to finish their courses.Securing Re-enrollments: analyse student survey to assess re-enrollment projections, secure engagement in the last 30 days before graduation. Lead initiatives to deliver post graduation value to students (Linkedin posts, certification delivery) and promote referrals.Identifying Opportunities: Discovering proactive ways to develop new training materials designed to ensure successful user onboarding, increase engagement and deepen the desire to use our productsAdvocate Voice of Client: Translating client usage and feedback into actionable insights and feature ideas for product, education & marketing teams.Essential Skills & ExperiencePlease note that the working hours for this position are Monday to Friday 11am – 7pm as you will be engaging with US customers.2+ years experience as in a customer engagement/ client support role (or equivalent) within an educational business or SaaS environmentExperience in the US market.English and Spanish fluencyStrong written and verbal communications skills and ability to influence across levels and organisational boundariesAn entrepreneurial, solutions-focused individual, who puts clients’ and students’ needs at the core of business.Keen interest in identifying client problems and finding smart solutions proactivelyBonus Skills & ExperienceAdditional language skills is a plusExperience in the ed tech industry, with students or in customer serviceYou love excel spreadsheetsAt Busuu we want to ensure that you have access to some great benefits:Our centrally located offices are well-equipped with free breakfast, plenty of snacks and fresh fruitYou get 2 free lunches per week at our office that you can choose out of a wide selection of restaurants in the areaBusuu offers a great Private Health Insurance schemeThere is a personal training budget just for you, so you can learn more in your field to ensure our employees can continuously grow and progress in their careersWe like to support our teams with their work-life balance so we offer flexible working hours and a hybrid model of workingWe offer enhanced maternity and paternity leaveStaying connected as a team is very important to us, so we have lots of social activities for you to join such as team lunches, Thursday socials, quarterly team, and company eventsWhat happens next​We aim to have a simple and speedy hiring process and we want to make sure that we are right for you as much as the other way around.CV application review – We will review it as quickly as possibleLet’s chat – Quick chat with our team about your experience and the roleInterview – With the Hiring ManagerCase Study – At home case study to show off your skillsInterview – Interview to review the task and speak with other colleagues in the teamOur platform is for everyone, and so is our workplace. We pride ourselves on embracing our differences, whether they’re cultural, racial, religious, or otherwise. This means each one of us comes to work knowing that we have a voice – and a safe, judgement-free zone to speak freely.If you like the sound of that, join us. We’d love to hear what you have to say.#LI-Hybrid

Expected salary

Location

London

Job date

Sun, 15 Dec 2024 08:58:03 GMT

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