Responsibilities
Revenue Growth and Budgeting
Develop and execute the company's B2C and/or B2B sales strategy to meet and exceed enrollment and revenue targets.
Identify and convert leads from multiple channels (digital, referrals, partnerships, institutions, etc.).
Lead, coach, and motivate the sales team to deliver consistent results through data-driven performance management.
Build and manage relationships with schools, universities, and corporate training partners.
Work with the marketing team to align lead generation and conversion strategies.
Track sales performance metrics and report on conversion rates, pipelines, and revenue.
Prepare, monitor, and report on budgets related to admissions and customer experience initiatives.
Strategic Leadership
Analyze existing admissions and CX processes to identify and address gaps.
Analyze CRM and CX data to inform strategy, forecast sales, and report on trends to leadership.
Develop and implement scalable admissions frameworks suitable for expansion into new geographies and verticals.
Establish and monitor sales processes, trackers, and Service Level Agreements (SLAs) for the admissions function.
Collaborate with Product and Marketing teams to attract and enroll students aligned with new program offerings
Leadership and Collaboration
Recruit, train, and mentor a high-performing admissions and CX team.
Foster a culture of continuous improvement and customer-centricity within the team.
Collaborate with product, academic, and marketing teams to align learner needs with business goals.
Represent the voice of the customer in strategy and product meetings.
Stakeholder Collaboration
Work closely with Tech and Data teams to streamline and automate admissions processes.
Strengthen the synergy between Admissions and Marketing to optimize lead conversion.
Process Automation and Data Analysis
Ensure full automation of the admissions function, enabling efficient data capture and analysis.
Able to manipulate data using data analytics/data visualization tools such as Power BI
Utilize dashboards and analytics to inform decision-making and improve customer journey touchpoints.
Customer Experience Enhancement
Develop and implement strategies to improve customer interactions across multiple channels.
Analyze customer feedback and data to identify pain points and enhance the overall customer journey.
Design and enforce customer service standards to ensure consistent and exceptional service delivery.
Train staff on customer-centric approaches and best practices to foster a customer-focused culture.
Monitor key performance indicators (KPIs) related to customer satisfaction, retention, and loyalty, providing regular reports to senior management.
Qualifications
Bachelor's degree in Business Administration or a related field; a Master's degree is preferred.
Certifications in customer experience management (e.g., CCXP) are advantageous.
7+ years of experience in sales, account management, or customer success, ideally within EdTech, TechSales, education, or SaaS
Experience using Power BI and other Data Analytic tools is essential
Proven track record of managing teams and hitting ambitious sales targets.
Minimum of 3 years' experience in customer service, admissions, or customer experience management.
Strong track record of meeting or exceeding sales and retention targets.
Excellent communication, negotiation, and presentation skills.
Proficiency in customer experience tools, CRM platforms, and data analytics software.
Excellent interpersonal and communication skills to effectively guide prospective students through the admissions process.
Flexibility to adapt to changing schedules and work in a fast-paced, startup environment.
Passion for education, learning innovation, and student success.