[越南Vietnam] Student Success Team Lead

1. Team Management

• Lead and manage a team of 10–12 Student Success Consultants.
• Allocate student portfolios, balance workloads, and monitor individual performance.
• Coach, mentor, and develop team members through call coaching, case reviews, performance reviews, and regular one-on-one meetings.
• Develop individual development plans (IDPs), monitor progress, and implement Performance Improvement Plans (PIPs) when necessary.
• Support recruitment, onboarding, and training to ensure new team members achieve productivity targets.

1. Student Success Operations & Service Quality

• Ensure the team consistently follows Student Success SOPs and operational standards.
• Monitor student onboarding, learning progress, and ongoing engagement throughout the learning journey.

Track key learning metrics, including

• oAttendance
• oLearning Frequency
• oLesson Completion
• oStudent Engagement
• oRetention
• Handle escalated parent and student concerns, complaints, and complex service issues.
• Collaborate closely with Academic, Operations, Sales, and other cross-functional teams to continuously improve the customer experience.

1. Revenue Management & Business Performance

Own the team's revenue KPIs, including

• oRenewal
• oEarly Renewal
• oUpgrade
• oReferral
• Monitor pipeline health, sales forecasts, and daily, weekly, and monthly revenue performance.
• Analyze business data to identify growth opportunities and develop action plans to improve results.

Ensure the team achieves targets for

• oRevenue
• oRenewal Rate
• oConversion Rate
• oAverage Order Value (AOV)
• Support team members in managing high-value accounts and complex renewal opportunities.

1. Data Management & Reporting

• Ensure CRM and LMS records are accurate, complete, and up to date.
• Monitor operational dashboards and analyze team performance data.

Prepare regular reports covering

• oTeam Performance
• oRevenue
• oStudent Retention
• oSales Forecast
• oReferral Performance
• Recommend data-driven initiatives to improve operational efficiency and business performance.

1. People Development

• Foster a positive, high-performance, and collaborative team culture.
• Monitor employee engagement, productivity, and retention.
• Conduct regular team meetings, one-on-one coaching sessions, and training programs.
• Partner with HR on recruitment, probation evaluations, talent development, and succession planning.

Education

Bachelor's degree required.

Preferred majors include

• oBusiness Administration
• oEducation
• oEnglish
• oMarketing
• oOr other related disciplines.

Experience

• Minimum 5 years of experience in Student Success, Customer Success, Customer Service, Education, or the EdTech industry.
• At least 3 years of experience managing a team of 8–15 employees.
• Proven experience managing revenue KPIs, renewals, upselling, or customer retention is highly preferred.

Skills

• Fluent English communication is mandatory, with the ability to communicate effectively, lead meetings, and collaborate with international managers and stakeholders.
• Strong leadership and people management skills.
• Coaching, mentoring, and employee development experience.
• Strong analytical thinking and planning capabilities.
• Excellent problem-solving and complaint-handling skills.
• Proficient in CRM systems, Google Sheets, and Microsoft Excel.
• Strong presentation and reporting skills.

Competencies

• Strong leadership mindset.
• Data-driven decision-making.
• Customer-centric approach.
• Results-oriented.
• Ability to work effectively under KPI-driven environments.
• High level of ownership, accountability, and proactiveness.

Benefits

• Competitive compensation package including Base Salary + Team Commission + Performance Bonus.
• Performance-based salary reviews and incentive programs.

Career development opportunities to

• oSenior Student Success Team Leader
• oStudent Success Manager
• Leadership, coaching, business management, and data analysis training programs.
• Full statutory social insurance, health insurance, and unemployment insurance.
• 12 annual leave days in accordance with company policy.
• Free one-on-one English lessons with native teachers (8 sessions per month).
• Company-provided laptop and necessary working equipment.