Customer Success Onboarding & Ops Specialist

Preply is a global language learning marketplace, connecting 50,000+ tutors with millions of learners from all over the world. Since the company launched in 2012, students have signed up to more than 15 million lessons.
Join Preply Business!
Preply recently launched a Business solution that is growing exponentially and that should represent a substantial part of our business in the coming years. We offer companies a flexible and effective way to upskill their employees and give them more confidence with languages.
As we grow, we are looking for a Customer Success Onboarding & Operations Specialist to help us support our growing customers and our Success Managers. This team plays a crucial role in enabling the Customer Success organization to operate efficiently, measure success, and drive customer value. Your role will essentially consist of onboarding our new customers/existing customers and performing key operational back office functions during pre-onboarding, onboarding and throughout the lifetime of the customer contract.
What You’ll Be Doing

• Help identify efficiencies and develop best practices ensuring our team’s continuous improvement
• Conduct a Onboarding review at the end of the onboarding period (typically first 30 days) and achieve onboarding goals for all customer projects while meeting team utilization targets
• Independently manage a number of concurrent customer onboarding and Operational requirements and ensure timely and high-quality completion of all tasks and deliverables, while providing accurate internal progress reports
• You will work closely with the CSMs in your pods to build accurate utilization reports using Salesforce, looker and Preply dashboards
• You will be responsible for the account set up and lead the onboarding of our customers - Admins as well as learners on the Preply program.
• Support our customers not only in the onboarding journey but also through their contract period on ongoing user registrations, email changes, user deactivation, User/account refills and any other operational task that will be required to support our customers
• Effectively identify, mitigate and / or escalate customer project risks
• You will work closely with the CSMs to design email campaigns to inactive users to increase adoption, review employee activation and Platform adoption on a regular basis
• Serve as the main point of contact for new customers during the onboarding process and ensure they have a seamless and positive experience with our company
• Support our CSMs in the migration of existing customers from Old pricing to New pricing model.
• Ensure effective handoffs in the customer journey from sales to Ops and from Ops to customer success management
• Your role will also include back office support to the CSMs. Some of the responsibilities are as follows:

What You Need To Succeed

• Demonstrated experience consistently meeting or exceeding targets for customer satisfaction and time to value
• Willingness to identify and pursue opportunities for professional development to build the requisite skills needed to be successful in the role
• Required passion and empathy to understand your customers and deliver to their needs
• Strong interpersonal and communication skills including the ability to lead meetings and communicate effectively with clients via email, phone, video conferencing
• Strong creative, strategic, analytical, organizational, and relationship skills
• Exhibit resilience, high attention to detail, strong organizational skills and a proven ability to manage multiple projects with competing priorities, especially in fast-paced environments
• Recent and relevant experience in customer onboarding or other services projects in a B2B SaaS organization
• Comfortable with taking risks and challenging assumptions to develop and deliver optimal solutions for customers.
• Knowledge of Salesforce and Looker
• Project management experience is desired, but not required – PMI certification is a plus
• Previously demonstrated leadership qualities that show your ability to be assertive, be a problem solver, be a builder, and improve people & processes around you.
• Strong oral and written communication skills

Why You’ll Love It At Preply

• A hybrid set-up with the option of paid relocation to Barcelona;
• A generous monthly allowance for lessons on Preply.com, Learning & Development budget and time off for your self-development;
• A competitive financial package with equity, leave allowance and health insurance;
• The opportunity to shape the lives of learners and tutors through language learning and teaching in 175 countries (and counting!).
• Access to free mental health support platforms;
• An open, collaborative, dynamic and diverse culture;

More About Preply
At Preply, we focus on doing better every day – pushing the limits of what we know is possible. And we know our purpose is strong. We’re re-engineering education, providing outstanding experiences for our global community of language learners and building authentic connections across the world.
Propelled by a tenfold increase in revenues over the last three years, thanks to our best-in-class consumer and b2b products, Preply is now leading the online language tutoring segment globally and has 400+ employees of over 50 nationalities based across Barcelona, Kyiv and the US. We do extraordinary things at Preply – and we want you to join us. If you’re committed to curiosity, love experimentation and relish the challenge of exploring new ideas, then it’s time we said: Welcome to The World Class.
Our Values

• Humble: We experiment continuously by staying open to being challenged, learning from failures and making data-informed decisions.
• Hackers: We learn by doing, focus on things that matter and move with incredible speed to create simple, creative, and scalable solutions;
• Curious: We thrive on facing challenges, diving deep to identify root causes and uncovering insights to continuously improve.
• Learners Obsessed: We put our learners at the core of everything we do to improve the effectiveness of their language learning with us.
• Human: We embrace diversity by fostering inclusive environments where people feel respected and safe to express their opinions.
• Hungry: We make bold, data-informed decisions to deliver high-impact solutions for our customers.

Diversity, Equity, and Inclusion
Preply is committed to creating a diverse and inclusive environment where people from all backgrounds can thrive. Different opinions and viewpoints are key ingredients in our success as a multicultural Ed-Tech company. That means that Preply will consider all applications for employment without regard to race, color, religion, gender identity or expression, sexual orientation, national origin, disability, age or veteran status. Together, we are The World Class.