Client Relationship Manager

Kelas Pintar adalah perusahaan education technology (EduTech) yang menyediakan Solusi Belajar Online dengan Metode Pintar, Personal dan Terintegrasi yang dirancang untuk meningkatkan minat belajar dan pemahaman siswa terhadap materi pelajaran dalam lingkup sistem pendidikan Indonesia, guna mendapatkan nilai akademis yang lebih baik.

Qualifications:
Bachelor degree graduated from reputable university is preferable

Proven capabilities in managing team of call center, client relationship, customer engagement, customer service or other related fields with minimum 3 years experience in managerial level

Strong leadership and interpersonal skills with the ability to motivate and inspire a team.

Excellent communication skills, both verbal and written, with the ability to build rapport and influence stakeholders at all levels.

Analytical mindset with the ability to interpret data and drive data-informed decision-making.

Passion for education and a commitment to improving learning outcomes for students and educators

Key Responsibilities:
Team Leadership: Lead and manage a team of Client Relationship Specialists responsible for making regular calls to schools to maintain relationships and engagement

Strategy Development: Develop and implement comprehensive strategies to optimize customer satisfaction, retention, and contract renewal rates.

Relationship Management: Foster strong relationships with school principals, teachers, and other stakeholders to understand their needs and concerns.

Communication: Ensure effective and timely communication with schools through phone calls, emails, WhatsApp, and other channels to address inquiries, provide support, and gather feedback

Performance Monitoring : Monitor team performance metrics such as call volume, customer satisfaction scores, and contract renewal rates to track progress and identify areas for improvement.

Issue Resolution: Act as a point of escalation for unresolved issues or concerns raised by schools, working closely with internal teams to address and resolve issues promptly

Data Analysis: Analyze customer feedback, usage data, and other relevant metrics to identify trends, insights, and opportunities for improvement in customer engagement strategies

Cross Functional Collaboration: Collaborate with sales, customer support, product development, and other internal teams to align efforts and ensure a cohesive approach to customer engagement