Job Description
The context:
Across the developing world, more children than ever are in school but they are not learning. A recent study estimated that less than 1% of school children in Sub-Saharan Africa attend a school where the teaching meets basic standards of quality. At Rising Academies, we’re changing that, and we want your help.
About us:
We are a growing network of inspiring schools in West Africa. Our mission is to unleash the full potential of every student, equipping them with the knowledge, skills, and character to succeed in further study, work, and day-to-day life. We support more than 250,000 students across Sierra Leone, Liberia, and Ghana through a combination of low cost private schools we manage directly, and partnership schools we manage in collaboration with governments. Independent evaluations have found that Rising students make learning gains two to three times larger than their peers in comparable schools.
We have recently closed our Series A funding round and won a multi-year, multi-million dollar grant to accelerate the development of our digital ed-tech solutions for low-income students across the globe. Our ‘Bambai’ suite of digital tools already includes a school information system, school observation tool, chatbot tutor, accelerated learning program and teacher coaching app. This is just the start. We want to expand our range of digital products to help improve the quality of education for millions of students around the world. If you want to make a difference to the lives of teachers, students and parents, then we are the right place for you.
About the role:
We are seeking a Client Success Manager to manage the initial onboarding of new Bambai clients and maintain ongoing support to ensure maximum client satisfaction. The candidate should be able to contribute to building relationships, implementing new products that will increase our business’ revenue potentials, and minimize churn rates.
The Client Success Manager will work directly with clients to help solve their problems and ensure their satisfaction with the Bambi suite of products. The Client Success Manager will also work closely with the Impact team, Business Development Manager, and Product Manager to ensure clients receive the best experience.
The Client Success Manager will:
- Build great relationships with Bambai clients, ensuring exceptional delivery of Bambai suite of products. Ensure communications are clear, professional and timely for strong client satisfaction.
- Ensure onboarding challenges are effectively addressed and solutions are provided
- Increase and ensure 100% of client relationship is maintained
- Evaluates client needs and upsell other Bambai suite of products as needed
- Review client complaints and concerns and improve the client experience to increase client retention
- Collect Data as needed for the Data team to support process improvement and decision making
- Train, monitor, support and lead all instructors in delivering Bambai tools
Location and reporting:
This is a full-time position. Candidates should be based in Ghana. The Client Success Manager reports to the CTO.
Requirements
Qualifications and Experience:
- Post-graduate University degree (preferred) or University degree
- Minimum 4 years of professional experience in the education sector with at least one year supervisory experience
- Effective communication, relationship building and teamwork skills
- Ability to quickly learn tech tools and systems
- Data driven, makes decisions in a logical way, on the basis of good judgement
- Strong track record of professionalism and trustworthiness
- Sets high standards and can support others to achieve them
- Ability to take the initiative and problem-solve when challenges arise
- Willingness to learn, give and receive feedback, and try new approaches
- Passionate about improving the quality of education
About You:
- You have excellent verbal, written, and interpersonal communication skills.
- You can communicate with technical teams and business stakeholders in a multicultural environment, as well as clearly document software for these audiences.
- You demonstrate people skills; must be able to collaborate effectively with diverse personalities and skill sets, and enjoy constructive conflict.
- You have a strong track record of professionalism and trustworthiness.
- You possess effective communication, relationship building, and teamwork skills.
- You have a strong track record of managing engineers and developers by directly reporting to them.
- You can take initiative and problem-solve when challenges arise,
- You are comfortable working with senior leadership, reporting on data and outcomes.
- You have a strong ability to keep a team on task.
- You are willing to take risks, fail, learn, give and receive feedback, and try new approaches.
- You are passionate about improving the quality of education across Africa.
Benefits
We offer a competitive salary and benefits package. We regularly benchmark our compensation against comparable businesses, social ventures and non-profits.
Rising’s goal is to be transparent about salaries at all levels of the organisation and have a standard, global pay scale for all positions that is non-negotiable.
The benefits we offer are built to have a strong added value on our staff’s well-being and we are excited to discuss this further with you in the process.
Rising is an Equal Opportunity Employer. We celebrate diversity and are committed to providing a work environment that is inclusive and free of discrimination and harassment. All employment decisions are based on individual qualifications without regard to race, color, religion, age, sex, sexual orientation, ethnicity, gender identity and expression, national origin, family or parental status, veteran or disability status.
Rising is committed to creating a culture within the organisation, and its schools, that recognises the importance of safeguarding children and prioritising their rights and needs. We strive to uphold international safeguarding standards, and keep the safety and well-being of our students at the heart of what we do. All Rising employees are expected to abide by the Child Protection Policy, and to have the same level of commitment to protect children from harm. Safeguarding questions are part of every interview process and all Rising employees undergo reference checks before joining the organisation.
