World Education Services

Customer Success Manager

• Own and manage a portfolio of high-value B2B clients
• Serve as the strategic relationship owner for Tier 1 and Tier 2 B2B clients
• Drive continuous improvement of client records and operational workstreams within Salesforce CRM
• Collaborate closely with Business Development on renewals and upsell opportunities
• Represent WES externally at conferences, webinars, and client visits

Senior Client Success Manager

Customer Support

• Own end-to-end customer service performance across all channels
• Establish clear operational standards for service quality
• Analyze current customer experience and develop strategy for improvement
• Lead and manage external customer service vendors

Director of Customer Service

• Own end-to-end customer service performance across all channels (email, phone, chat, social)
• Establish clear operational standards for responsiveness, resolution quality, tone, and escalation management
• Lead crisis and escalation management
• Analyze current customer experience and develop a clear strategy for delivering an evolved customer experience
• Lead and manage external customer service vendors
• Partner with internal stakeholders to assess make-vs-buy decisions
• Own the customer service technology stack
• Leverage data and insights to identify systemic issues and opportunities for improvement
• Elevate customer insights into actionable intelligence for leadership
• Lead, coach, and develop a senior customer service leadership team