[越南Vietnam] Student Success Team Lead

岗位职责
Key Responsibilities
1. Team Management
• Lead and manage a team of 10–12 Student Success Consultants.
• Allocate student portfolios, balance workloads, and monitor individual performance.
• Coach, mentor, and develop team members through call coaching, case reviews, performance reviews, and regular one-on-one meetings.
• Develop individual development plans (IDPs), monitor progress, and implement Performance Improvement Plans (PIPs) when necessary.
• Support recruitment, onboarding, and training to ensure new team members achieve productivity targets.
2. Student Success Operations & Service Quality
• Ensure the team consistently follows Student Success SOPs and operational standards.
• Monitor student onboarding, learning progress, and ongoing engagement throughout the learning journey.
• Track key learning metrics, including:
o Attendance
o Learning Frequency
o Lesson Completion
o Student Engagement
o Retention
• Handle escalated parent and student concerns, complaints, and complex service issues.
• Collaborate closely with Academic, Operations, Sales, and other cross-functional teams to continuously improve the customer experience.
3. Revenue Management & Business Performance
• Own the team's revenue KPIs, including:
o Renewal
o Early Renewal
o Upgrade
o Referral
• Monitor pipeline health, sales forecasts, and daily, weekly, and monthly revenue performance.
• Analyze business data to identify growth opportunities and develop action plans to improve results.
• Ensure the team achieves targets for:
o Revenue
o Renewal Rate
o Conversion Rate
o Average Order Value (AOV)
• Support team members in managing high-value accounts and complex renewal opportunities.
4. Data Management & Reporting
• Ensure CRM and LMS records are accurate, complete, and up to date.
• Monitor operational dashboards and analyze team performance data.
• Prepare regular reports covering:
o Team Performance
o Revenue
o Student Retention
o Sales Forecast
o Referral Performance
• Recommend data-driven initiatives to improve operational efficiency and business performance.
5. People Development
• Foster a positive, high-performance, and collaborative team culture.
• Monitor employee engagement, productivity, and retention.
• Conduct regular team meetings, one-on-one coaching sessions, and training programs.
• Partner with HR on recruitment, probation evaluations, talent development, and succession planning.

岗位要求
Education
• Bachelor's degree required.
• Preferred majors include:
o Business Administration
o Education
o English
o Marketing
o Or other related disciplines.

Experience
• Minimum 5 years of experience in Student Success, Customer Success, Customer Service, Education, or the EdTech industry.
• At least 3 years of experience managing a team of 8–15 employees.
• Proven experience managing revenue KPIs, renewals, upselling, or customer retention is highly preferred.

Skills
• Fluent English communication is mandatory, with the ability to communicate effectively, lead meetings, and collaborate with international managers and stakeholders.
• Strong leadership and people management skills.
• Coaching, mentoring, and employee development experience.
• Strong analytical thinking and planning capabilities.
• Excellent problem-solving and complaint-handling skills.
• Proficient in CRM systems, Google Sheets, and Microsoft Excel.
• Strong presentation and reporting skills.

Competencies
• Strong leadership mindset.
• Data-driven decision-making.
• Customer-centric approach.
• Results-oriented.
• Ability to work effectively under KPI-driven environments.
• High level of ownership, accountability, and proactiveness.