Client Relations Specialist

2 days ago

Cape Town, Western Cape, South Africa Somewhere Full time
Client Relations Specialist

Salary Range: $1000 - $1500

Working hours: TBD

We are seeking a driven, energetic, and highly motivated individual to join our Client Relations team. In this position, you will support all core client relations, revenue retention, customer success, and improvement initiatives within our business. Your ultimate goal will be to help drive customer satisfaction, revenue retention, and overall customer lifetime value. Your responsibilities will include creating customer progress reports, data analytics on student performance and success metrics, customer feedback and surveying, and reporting to leadership.

While experience, expertise, and a strong educational background are preferred, we are looking for intelligence, a strong work ethic, a natural ability to wear multiple hats, resourcefulness, and the ability to thrive in a fast-paced environment.

 You will work directly with the company's leadership and be an integral part of a talented and young founding team. Our work is redefining 1-on-1 learning for students in the Middle East and making a real impact on many families. We're looking for someone eager to join this exciting journey with us as we try to reach as many students as possible.

 Should you pass the initial screening, you will be required to share a short brief telling us a bit about yourself and why you feel you could be a great fit for this role. 

Responsibilities:

Progress report creation - create student and parent progress reports detailing what's going well and areas for development going forwardData analysis - continually review student key learning indicators (e.g., attendance, feedback, session notes) and use the latest technology and tools to identify succeeding students and students needing interventionCustomer communication and logging - log all customer conversations in one central CRM, creating a single source of truth that protects institutional knowledge and ensures seamless collaboration across teamsCross-functional reporting - create and maintain reports to inform leadership, sales, and product, including customer engagement, retention, and lifetime valueBuild strong relationships and provide educational consulting value - communicate with customers in a personalized manner, proactively checking in and providing educational consulting value to address inquiries or problems they may haveIdentify upselling opportunities - proactively identify upselling and cross-selling opportunities to maximize customer stay and spendTalk to customers regularly and track feedback - speak to customers regularly either offline or on calls, continually track pain points, and identify potential product improvementsAddress issues quickly - flag critical risks or issues to leadership and proactively fix customer issues quickly. Communicate with relevant teams to close issues (e.g., educators, operations, sales, etc.)Track and drive improvement initiatives - propose improvement initiatives based on real customer feedback, determine potential impact, test them, and roll them out

Requirements:

Communication Skills: Fluent/native English speaker with exceptional verbal and written communication skillsEducation: A bachelor's degree is required, a master's degree is preferredPreferred Experience: Proven track record in client relations, educational consulting, or a related field, with a minimum of 3-5 years of experienceDigital Proficiency: Familiarity with digital communication tools such as HubSpot CRM software and online meeting platforms (e.g., Zoom), with the ability to quickly learn new digital tools (tech savvy)Self-Motivated: Ability to work independently, set goals, and meet targets with minimal supervisionDrive and Strong Work Ethic: Driven to succeed in a fast-paced environment with a strong work ethicAdaptable: Ability to wear multiple hats and quickly get up to speed on new topicsStrong Problem-Solving Skills: Ability to continually identify business issues and propose solutions to leadership

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