Job Opportunity
We are seeking a seasoned professional to oversee the execution of strategic educational projects. Your mission will be to ensure that our clients achieve their objectives by providing them with expert guidance and support.
In this role, you will lead a team responsible for delivering exceptional service to our clients. This includes anticipating their needs, resolving requirements effectively, and promoting the growth of these partnerships. You must also be available to travel nationally and internationally for short periods to strengthen relationships and support project execution.
Main Responsibilities
1. Team leadership and development: Lead, guide, and develop your team, ensuring they have the necessary tools, training, and motivation to provide exceptional support. Regular feedback sessions and performance evaluations are essential.
2. Client support and relationship management: Serve as the primary point of contact for our clients, ensuring responsive and effective service with high quality standards.
3. Project operational coordination: Act as an operational liaison with internal teams to ensure commitments are fulfilled, requirements are resolved in a timely manner, and projects are executed properly.
4. Growth and renewal of partnerships: Identify opportunities to renew, expand, or scale existing agreements, generating additional value for all parties involved.
5. Process optimization: Establish, improve, and document workflows, implementing best practices for client support and KPI management.
6. Cross-functional collaboration: Work closely with product, operations, sales, and legal teams to align support actions with our strategic objectives, representing the client's voice in continuous improvement processes.
7. Performance monitoring and reporting: Define and monitor key performance indicators for your team, preparing regular reports and adjusting strategies as needed.
8. Team onboarding and training: Oversee the induction and ongoing training of team members, ensuring they are up to date on processes, client expectations, and policy changes.
9. Field support: Travel when required to support project launches or critical situations, representing the organization in face-to-face meetings or interventions.
Key Skills and Qualifications:
* Demonstrated experience leading customer service or project support teams, preferably in educational, government, or corporate partnership environments.
* Experience managing relationships with external partners or institutional clients, with a focus on building long-term relationships.
* Excellent verbal and written communication skills, with the ability to convey complex information clearly.
* Strategic thinking and problem-solving skills, with a proactive approach.
* Organizational skills and ability to handle multiple projects and priorities simultaneously.
* Proficiency in technological tools, CRMs, and support platforms.
* Adaptability and resilience to work in dynamic environments with diverse stakeholders.
* Availability to travel nationally and internationally for short periods.
* English language proficiency at a B2 level or higher.
Bonus Requirements:
* Experience working with public institutions, ministries of education, NGOs, or corporate education programs.
* Familiarity with EdTech platforms, SaaS tools, or educational services.
* Proficiency with CRM tools such as Salesforce, Zendesk, Freshdesk, or similar.
* Experience coordinating projects with multiple stakeholders and measurable results.