Position: Head of Customer Success - USA / LATAM market
Company: Primeclass.io
Experience required: 3y
Category: Support
English level: fluent
Published: 2022-04-01T00:00:00+03:00

Our metrics speak for themselves: NPS - 8.6, 77% of our customers have increased their income within 6 months after completing the chosen course.
Till February 2022 (before the war in Ukraine), we primarily worked with Russian speaking markets, most of our team was located in Ukraine. Our monthly sales were at $100K (it is like $1M on US market), we were profitable and our company was valued by investors at $10M. Due to the war, we have been forced to stop sales in Russia and Ukraine and decided to launch in the US market with our extensive expertise. We expect to launch our English-centered product in April of 2022.


What you will do?

I am looking for a growth-minded co-founder with a deep understanding of the North American market. You will be working with me side by side, but I will be looking for your direction in many facets of customer success. Big picture, you will be responsible for hiring and managing a global customer success team, which will perform 24/5 engaging activities using every communication channel:

- managing comments and answering questions on our social profiles (Facebook, Instagram, Tiktok, etc). KPIs
- helping potential customers with the information they need to make a purchase when they contact us via form on the website or call
- onboard new students
- answering student questions and helping them to achieve their learning goals
- providing monthly success review to students
- manage student networking and project groups including publishing and moderation
- facilitate online meetups
- support mentors, coaches, and live events

You will be a decision-maker, who heavily realizes on data to focus your work. For example, you will decide when and whom you need to scale your team, based not on your personal priorities, but on actual KPIs, workload planning and reporting, plus team competencies. To make great decisions you will also need to have profound risk assessment and change management skills.

You will be responsible for the execution of your plan. Some of the requirements, we are looking for:

- being an experienced project and process manager. This means most of the time you deliver within time and budget. You can choose and implement a proper framework for different task sets (Scrum, Kanban, Waterfall), put dependencies and priorities, make good quality estimations. Also, we expect that you did use workload planning before.
- being subject matter expert. You will provide feedback for your team based on your expertise, also you will need to fill the gaps by yourself when you don’t have proper talent in your team. You will need to create team knowledge base and onboarding from scratch. To be successful in this, you need to be an avid learner and teacher.
- being a team leader. You will be responsible for finding talents for your team and raising A-players from them. To achieve this goal you need to be aligned with our corporate culture and be successful in managing a remote team.
- being an effective communicator. Besides your team, you will need to coordinate your decisions with other teams and their leaders: Product, BizDev, Marketing, Data, HR. Skills like the range of vocabulary and vision, public speaking, presentation, EQ and self-awareness are essential.

Your main goal is to outperform industry KPIs: NPS: 8.5+, average response time less then 10 min during working hours, revenue per qualified lead: $50+, Bootcamp completion rate: 75%+

What do we offer?

Due to the ongoing war in Ukraine, we are not able to offer salary at this point, as our primary revenue channels have been severely damaged. I am looking for someone who will have serious skin in the game and will be compensated fairly in company stock.
We will offer relocate If you are good fit.