New Zealand: Student Success Manager

**Our Mission**

Creating the Education system for the 22nd Century.

**Our Vision**

Building the Leaders of Tomorrow.

New Zealand-based Edutech company Crimson Education was founded in 2013 from the idea that through personalised education, we can transform students into the world leaders of tomorrow. Since then, we have rapidly grown a mission-driven team who are dedicated to building the education system for the 22nd century. Our network includes 2,400 tutors and consultants worldwide who work with over 20,000 students.

Our tech platform connects tutors and mentors to high school students aiming to achieve admission and scholarships to top universities in the US, Canada, UK and beyond.

The Student Success Manager is responsible for the student experience at Crimson. They are the main point of contact for the student and family, supporting the student in the timely execution of an agreed roadmap to achieve desired student outcomes and goals. This person will also work closely with varying internal stakeholders to ensure smooth completion of services and high client satisfaction.

This is a full-time position. Normal working time is Monday to Friday, 10am - 7pm.

What are the main responsibilities for this role?
- Guide the student's journey with Crimson to achieve their goals
- Coordinates and is the liaison who owns the relationship between Student/Parent and their wider Crimson Team
- Be the student's and parent's consistent point of contact throughout the program
- Assist in the action steps of student's plan as directed by their Crimson Team (strategists, tutors and consultants)
- Advise students' Crimson Team on possible value-added strategies to take
- Advise global Service Delivery team on local nuances and needs
- Collect and monitor student's progress from their wider team to report on a regular basis
- Manage any complaints or issues, including Child Safety issues, by resolving or escalating as appropriate

What skills and experience are required?
- Professionalism & customer service attitude: Acts professionally in situations that arouse strong personal or emotional reactions. In escalation scenarios, handles customer complaints and criticism constructively by listening, showing patience and empathy in all situations, displaying a service mindset while showing genuine care and the desire to help others. A willingness to go above and beyond is a plus.
- High level of resilience: works well under pressure, demonstrates a positive outlook in times of uncertainty, recognises when to ask for support, continues to perform effectively in stressful and ambiguous circumstances,, open to feedback
- Excellent communication & interpersonal skills: commands attention and brings leadership to client meetings, can make people feel at ease, extensive experience in customer relationship management, advanced English proficiency both verbal and written
- Negotiation skills & adaptability: builds rapport and trust within the organisation, de-escalation and conflict resolution skills, high cultural awareness and adaptability to efficiently manage the different dynamics of customers and stakeholders from diverse backgrounds
- Teamwork & collaboration: highly organized and exhibit effective time management, result-oriented, effective problem-solving skills with a can-do attitude, exhibit a positive attitude and a growth mindset in the workplace

Why work for Crimson?
- Working from home flexibility (possibility of going fully remote)
- Rapidly growing, hyper-global, EdTech startup (named GVT Top150 EdTech companies)
- Join a high performing, diverse, and ambitious team
- Limitless growth and development opportunities

If you're passionate about education and people and looking for a fast-paced, collaborative environment, and want to work with cutting-edge technology then we'd love to hear from you