Customer Success Manager

About DIYguru
DIYguru is a leading platform specializing in electric mobility education and sustainable technology training. We offer a wide range of courses and certifications designed to upskill individuals and organizations in electric vehicles, renewable energy, autonomous systems, smart manufacturing, and more. Our mission is to empower future professionals through innovative education and unparalleled customer experiences.

Position Overview
We are seeking an enthusiastic and customer-focused Customer Success Manager to join our team. The ideal candidate will be responsible for ensuring a positive experience for both students and corporate clients by proactively addressing their needs, resolving issues, and ensuring their satisfaction with DIYguru’s offerings. As a Customer Success Manager at DIYguru, you will play a crucial role in building strong relationships with our learners and clients, fostering loyalty, and driving long-term success. This role is perfect for someone with strong communication skills, a knack for problem-solving, and a passion for education and customer service.

Key Responsibilities

• Ensure Customer Satisfaction: Act as the primary point of contact for students and corporate clients, addressing their inquiries, concerns, and feedback promptly and effectively. Ensure that all customers have a positive experience with DIYguru’s courses and services.
• Develop Strong Relationships: Build and maintain strong, long-lasting relationships with students and corporate clients by understanding their needs, goals, and challenges. Regularly check in with customers to ensure they are satisfied and achieving their desired outcomes.
• Proactively Address Customer Needs: Anticipate customer needs and provide proactive support and guidance to help them maximize the value of DIYguru’s offerings. Assist clients in selecting the right courses and resources to meet their learning and development objectives.
• Onboard New Customers: Guide new students and corporate clients through the onboarding process, ensuring they understand how to access and utilize DIYguru’s e-learning platforms and resources effectively.
• Monitor Customer Engagement and Progress: Track student and client engagement with courses and resources, identify at-risk customers, and implement strategies to enhance their learning experience and increase retention.
• Resolve Issues and Escalate When Necessary: Quickly identify, troubleshoot, and resolve any issues or challenges that customers may face. Escalate complex issues to the appropriate teams when necessary and ensure timely resolution.
• Collect and Act on Customer Feedback: Gather feedback from students and clients regarding their experiences with DIYguru’s offerings. Use this feedback to inform improvements in course content, delivery, and overall customer experience.
• Collaborate with Cross-Functional Teams: Work closely with sales, marketing, content development, and support teams to align customer success strategies with broader organizational goals. Provide insights and recommendations to improve customer satisfaction and retention.
• Develop Customer Success Strategies: Create and implement strategies to drive customer success, engagement, and satisfaction. Develop programs, initiatives, and resources that enhance the overall customer experience.
• Report on Customer Success Metrics: Monitor and report on key customer success metrics, such as satisfaction scores, retention rates, and customer feedback. Use data to identify trends, measure success, and inform strategic decisions.

Requirements

• A bachelor’s degree in Business, Marketing, Education, or a related field.
• A minimum of 3-5 years of experience in customer success, account management, or a related field, preferably within the education or technology sectors.
• Strong communication and interpersonal skills, with the ability to build rapport and trust with diverse customers, including students and corporate clients.
• Excellent problem-solving skills and a proactive approach to addressing customer needs and concerns.
• Ability to manage multiple customer relationships and priorities simultaneously in a fast-paced environment.
• Strong organizational skills and attention to detail, with the ability to track customer interactions and progress effectively.
• Experience with customer relationship management (CRM) software and tools.
• Passion for education, technology, and customer service.
• Self-motivated, proactive, and adaptable to a dynamic work environment.
• Fluent in English; proficiency in additional languages is a plus.

What Makes DIYguru a Great Place to Work
At DIYguru, we foster a culture of innovation, collaboration, and continuous learning. We value diversity and inclusion and believe in empowering our team members to achieve their full potential. As part of our team, you will have the opportunity to make a significant impact on our customer relationships and help shape the future of mobility education.

Join Us
If you are a customer-focused professional with a passion for education and a commitment to ensuring customer satisfaction, we encourage you to apply for the Customer Success Manager position at DIYguru. Help us create exceptional experiences for our students and clients, driving their success and ours.