Customer Success Associate enhancing value delivery and engagement for a global customer success organization. Focused on account infrastructure, program enablement, and operational excellence in a tech company.
About the role
- Customer Success Coordinator engaging prospective families through multi-channel communication. Driving enrolment and enhancing customer experience at Nova Pioneer in Kenya.
Responsibilities
- Prospective Parent Engagement & Enrolment Conversion
- Engage Leads and Generate Applications: Proactively engage leads to maximize the conversion rate of qualified leads to applications for all current Nova Pioneer campuses in Kenya.
- Communication Multi-Channel Communication: Engage prospective parents via Phone Call, Email, SMS, WhatsApp, and Social Media (e.g. DMs/Comments) to share our school offering, answer queries, and build interest.
- Data & Reporting: Giving the organization visibility into our progress will be a key responsibility in this role.
- Social Media Management & Digital Engagement: Manage the scheduling and execution of approved social media posts across relevant Nova Pioneer platforms (e.g., Facebook, Instagram) to drive engagement and lead generation.
- Customer Engagement / Events: As a Customer Success Coordinator, you will be expected to Book parents for Open Days based on their campus of interest and schedule students for grade-specific assessments and give analysis of the Marketing events, and for making recommendations on potential improvements.
Requirements
- Bachelor's Degree in Marketing/Commerce/Business Administration or any other relevant related field
- A minimum of 1 year of experience in a customer-facing role
- Experience in sales, admissions, customer service, communications, business development, or social media management is strongly preferred.
- Exceptional Communicator: You speak clearly, confidently, and persuasively.
- Empathetic and Customer-Focused: You listen actively, quickly understand parent needs, and craft thoughtful responses that consistently build trust and rapport.
- Strategic Thinker: You can segment audiences, plan engagement journeys, and adapt strategies for different customer types and stages.
- Driven by Results: You are goal-oriented, proactive, and deeply accountable.
- Organized and Reliable: You can effectively juggle multiple conversations and follow-ups, meet strict deadlines, and consistently manage your workload with minimal supervision.
- Collaborative: You are a team player who thrives in cross-functional environments and brings energy and ideas to the table.
Benefits
- Professional development opportunities
- Flexible working hours
- Entrepreneurial environment
- Career pathways
Job title
Job type
Experience level
Salary
Not specified
Degree requirement
Location requirements
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