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Head of Operations & Customer Success - Le Wagon for Business

Plný úvazek
Paris
Plat: Neuvedeno
Několik dní doma

Le Wagon
Le Wagon

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In this newly created role of Head of Operations and Customer Success, you will have a unique opportunity to define the strategy and build the Operations and Customer teams from the ground up, to ensure we provide the excellent and unmatched experience to both our clients and participants to our training sessions.

You will take ownership of the existing team, partner with many different internal stakeholders within Le Wagon (other Sales colleagues, content manager, Engineers,…), and obviously keep close contact with our clients to ensure their satisfaction.

Your responsibilities (in more details) 🚀

1 - Lead and equip the Operations & Customer Success team

  • Define the strategy and yearly roadmap for your team, based on your assessment of our strengths and areas of development.
  • Lead and support your team - currently composed of:

    • 3 program managers, in charge of managing and organizing training bootcamps from start to finish, and collect participants’ satisfaction
    • 1 Teacher coordinator, responsible for teacher staffing for our bootcamps.
  • Equip your team with robust processes and tools:

    • Design and update our processes for bootcamp organization, to ensure scalability and clients’ satisfaction
    • Look for tools improvement and task automation, to ensure the team’s efficiency and help them focus on value-added missions
    • Drive necessary upgrades to our internal tools, by working closely with our software development team

2 - Showcase the team’s success, manage operations and report on activity

  • Establish and manage the yearly budget for the team, and report quarterly to both your direct manager and the CFO
  • Build the Operations and Customer Success dashboard with relevant KPIs to ensure close monitoring of your activity, to ensure continuous improvement
  • Showcase the team’s achievement within the B2B team
  • Collaborate with the international Le Wagon teams (in 20 countries) and the sales teams, to implement the best-adapted bootcamps to the client needs, anywhere in the world.

3- Take ownership on new, complex programs

Some trainings are more crucial than other. As the expert on Operations and Customer success, you will take the lead on new programs before they can be rolled out as standard offering:

  • Partner with the client to define training objectives and logistics
  • Build the training team to deliver the training
  • Close follow up with the client and the participants all through the training, to ensure satisfaction
  • Share feedback post-training with internal stakeholders and decide on standardization of the training.
  • Templatize your work for easier roll-out by your teams

Požadavky na pozici

About you 💪

  • You have at least 6 years of prior work experience in client success / client support and/or project management
  • You have a successful previous experience leading a team.
  • You have strong inter-personal skills: listening and understanding stakeholders challenges is your forte.
  • As a consequence, you are very skilled at sharing your vision, your message, both in written documents and in-person presentations
  • You have very robust organizational skills, and you are able to help your team to be more efficient by structuring / helping them structure their work
  • You are not afraid to multitask. Moving from one mission to another several times during the day is not deterring for you.
  • You are first and foremost a team player, and are energized by working with various stakeholders from different backgrounds
  • You are fluent in English - French is a plus.

This role is for you if….

  • You want to create a practice of Customer Success Excellence in an organization that has Customer Satisfaction as an integral part of its DNA.
  • You’re driven by impact: changing people’s lives and supporting organizations’ success is important to you!
  • You love love fast-paced and dynamic environments.
  • You have a strong interest in EdTech and corporate training fields

Proces náboru

  • CV or LinkedIn - if you want to drop us an additional note about you and why you are a fantastic candidate for the role, feel free, but it’s not mandatory
  • Screening interview with le Wagon’s VP People
  • Interview with Le Wagon For Business General Manager
  • Cultural Fit Interview with members of the team
  • Welcome to the team 🙂!

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