Customer Care Associate, Multilingual
Choco
Job Level
SeniorLead
About the role
- Take ownership of large, complex institutional partnerships, ensuring adoption, retention, and expansion
- Act as primary point of contact for key strategic accounts and the System Office
- Oversee contract execution, implementation, and management across participating schools
- Lead day-to-day project execution with Customer Success Managers and Engagement Strategists
- Monitor project activities, resourcing, timelines, and KPIs (on-time delivery, NPS scores, product usage)
- Conduct discovery sessions; implement and configure Element451 platform, student journeys, communication workflows, AI tools, and integrations
- Document current processes, map best practices, and design future-state processes aligned with industry and regulatory requirements
- Continuously optimize student journeys, communication plans, and enrollment processes
- Provide strategic consulting, progress reports, and presentations to stakeholders
- Collaborate with sales, product, customer support and develop Managed Services documentation, processes, and playbooks
Requirements
- Minimum of 7 years in a customer-facing role, ideally in SaaS environments
- Proven track record of success managing and growing high-value, strategic accounts
- Strong analytical and problem-solving skills with the ability to translate data into actionable insights
- Excellent communication, relationship management, and presentation skills
- Experience with customer success methodologies and tools (e.g., Salesforce, Gainsight) a plus
- Strategic thinking and ability to develop and execute winning customer success plans
- Passion for building trust and exceeding customer expectations
- Bachelor’s degree required
- Ability to lead and provide guidance to junior team members
- Experience developing and implementing strategic account plans and identifying growth opportunities
