Client Success Manager
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Job Description
Client Success & Experience Manager at Cardinal Education, leading client relations and support teams to enhance customer satisfaction and service excellence.
Responsibilities:
- Actively coach, train, and mentor junior team members on client satisfaction strategies
- Serve as the senior point of contact and escalation pathway for complex client accounts, ensuring premium service delivery that aligns with our company's high standards
- Audit and refine current client experience workflows
- Partner closely with our Consultants, Editors, and Student Managers to align support workflows with academic timelines and delivery milestones
- Establish performance standards, communication guidelines, and quality benchmarks for all client interactions
- Synthesize client feedback to provide actionable insights to executive leadership, driving continuous improvement in our service delivery
Requirements:
- Proven track record in a senior support capacity (e.g., Client Relations Manager, Support Team Lead, Senior Support Specialist) handling enterprise accounts or high-net-worth (HNW) clients, ideally within a fast-paced startup or premium service environment
- Demonstrated experience transitioning from an outstanding individual contributor to a mentor, team lead, or manager
- Bachelor’s degree
- Flawless written and verbal English communication skills
- Proficiency in Google Workspace, Slack, and Zoom is required
- Experience with Monday.com or advanced CRM/project management platforms is highly preferred
- Experience working in educational consulting, premium service industries, or US-facing businesses is a strong plus
Benefits:
- Competitive Salary
- Bi-weekly payouts
- On-the-job Training: Comprehensive acclimation to our niche industry and client demographic
- Professional Growth: Direct opportunities for career progression and salary increases tied to performance reviews
- High-performance recognition: Top-performing employees are eligible for inclusion in company retreats and cross-divisional projects
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