About ETS:
ETS is a global education and talent solutions organization, enabling lifelong learners to be future ready. We advance the science of measurement to build the benchmarks for fair and valid skill assessment. We are committed to powering human progress by promoting skill proficiency, empowering upward mobility, and unlocking more opportunities for everyone, everywhere.
For more than 70 years, we have developed products and services based on rigorous research and our belief in the power of learning. Our portfolio consists of some of the world’s most trusted assessments - including the TOEFL® and TOEIC® exams, the GRE® and the Praxis® family of assessments - along with research, development and innovation that explores new frontiers in learning and measurement. Our educational measurement solutions and research contribute to the development of new methods and tools, inform important dialogue with education policymakers, and shed light on critical issues and potential solutions - all with the aim of creating a world where all learners are able to improve their lives through education.
Position Summary:
As the Customer Success Leader for the TOEFL business, you will be responsible for ensuring the satisfaction, retention, and growth of our TOEFL customers. Both test takers and Partner universities. You will be the ultimate custodian of NPS score, Student and DI sentiment and overall Lifetime Value of our learners. You will work with cross functional teams of customer success managers and specialists, collaborating closely with sales, marketing, product, and operations teams to drive customer success initiatives and deliver exceptional experiences for TOEFL test-takers and institutional clients.
Primary Responsibilities:
Customer Relationship Management:
- Develop and maintain strong relationships with TOEFL test-takers, educational institutions, language schools, and other stakeholders.
- Serve as the primary point of contact for key TOEFL customers, addressing inquiries, resolving issues, and proactively identifying opportunities to enhance their TOEFL experience.
Voice of the Customer:
- Act as the voice of the customer within the organization, advocating for customer needs, preferences, and feedback in product development, marketing, and service delivery decisions.
- Gather and analyze customer feedback and insights to drive product improvements and enhancements.
Customer Success Strategy:
- Develop and execute a comprehensive customer success strategy for the TOEFL business, aligning with organizational goals and objectives.
- Identify key metrics and KPIs to measure customer satisfaction, retention, and lifetime value, and implement initiatives to drive continuous improvement.
Retention and Referral:
- Drive customer retention and referral efforts, ensuring high levels of satisfaction and engagement among TOEFL customer base.
- Proactively identify and address factors that may impact customer satisfaction, such as product usability issues, service disruptions, or competitor threats.
Upsell and Cross-Sell Opportunities:
- Collaborate with sales and marketing teams to identify upsell and cross-sell opportunities within the TOEFL customer base.
- Develop strategies and campaigns to promote additional TOEFL products and services to potential customers, maximizing revenue potential.
Operational Excellence:
- Ensure operational excellence in all customer-facing processes, including TOEFL registration, test administration, score reporting, and customer support.
- Collaborate with operations teams to streamline processes, optimize resource allocation, and enhance efficiency and scalability.
Understanding Customers: It’s essential to deeply understand the customers’ needs, preferences, and pain points. Additionally, foster a customer-centric culture within the organization, following Amazon’s way of thinking.
Cross-Functional Relationships: This role is likely to be the most cross-functional in our team. Therefore, the ability to communicate, interact, and deliver through other people is crucial.
Analytical Mindset: Be adept at making data-driven decisions and driving improvements.
Competitor Analyses: This person should know the competitor offers "better than themselves" in order to capture gaps and opportunities for TOEFL.