Success Manager, Engineering

hace 1 semana

Panamá, Panamá EF Educational Tours A tiempo completo

EF Tours helps students gain new perspectives and build skills for the future through experiential learning. As an accredited institution, we partner with educators across the world to create global education programs that blend classroom, digital, and experiential learning for students.

We are hiring a Success Manager to manage the technology capabilities and experiences for our internal customers with a focus on customer accounts and finances. As a member of Tours Digital Solutions (TDS), you will have an expert level understanding of our customers’ needs and help them maximize the potential value received from our combined service and solution offerings. Partnering closely with our Product Managers, Engineering Managers, and Power Users, you will drive adoption through defining customer success plans, delivering user guides and training, supporting outage situations proactively and reactively, and driving regular collection and analysis of customer feedback. You want to be with a collaborative team where your experiences, effort, and ideas will matter.

**What you’ll do**:

- Act as the steward and primary point of contact for your internal customer area(s)
- Be responsible for validating and championing the expansion and adoption growth within your customer area with various business needs via adoption, usage, and support metrics
- Regularly engage and meet with customers to develop a clear understanding of their needs when it comes to adoption and other techncial challenges
- Pro-actively grow and nurture your customer competency levels using training, user guides, and knowledge bases via formal and informal methods
- Strong awareness of the customer journey and how a Success Manager serves to strategically advise customers toward agreed upon goals
- Oversee overall support and execute level 2 support for applied TDS capabilities
- Champion opportunities to foster and grow power user community and partner with Product and Engineering to improve the customer experience
- Act as a connection point and communicate when you are aware of overlapping objectives (e.g. manage forums, run office hours, capture feedback, etc.)
- Be an active member of the Success Manager Guild to identify common customer challenges across the department and collaborate together on solutions

**Who you are**:

- 3+ years of experience in an internal user-facing customer success, product owner, or training and knowledge management type role
- Passion for building trust and communicating effectively with customers
- Proactive, curious-minded, and organized team player with innovative ideas to inspire customer engagement, loyalty, and adoption
- Outstanding written and verbal communicator; proven relationship building skills
- Consistent track record of excellent customer service in a fast-paced, dynamic environment
- Self-directed and works with mínimal direction; ability to prioritize and multitask while maintaining diplomacy, tact, and poise under pressure when working through customer issues
- Bonus: experience building customer success capabilities at an organizational level

**Why you’ll love working here**
People at EF make things happen. We encourage you to take full ownership of your work, regardless of your level or experience. EF team members often say we operate like the world’s largest startup because this boundless entrepreneurial spirit is built into our organization’s DNA. We also offer:

- Work in our brand new office with the option to operate on a hybrid work schedule - we have a minimum of 3 days working onsite in our office with up to 2-days remote or you are welcome to come onsite all 5 working days.
- Time off includes 22 annual leave days & 13 public holidays
- Private health insurance 3 months after joining
- Opportunity to participate in experiential travel by tenure after being at EF for 1 year. This is a part of our Staff Travel Experience Program (STEP) as an added benefit and perk for our EF Educational Tours staff.

**About EF Education First**

Some companies are in the Business of Technology.
Others are in the Business of Finance Sports Or Soft Drinks.
At EF, we’re in a different kind of business.
One that’s a little less tangible, and a lot more important.
We’re in the Business of Understanding.

For over 60 years we’ve been the leader in international educational programs and culturally rich travel experiences with the power to change how people think, feel and act. The programs we deliver open the world to students and travelers in ways that challenge biases, overcome barriers, and pave the way for a more understanding world. You’ll find us working across more than 50 countries, with offices in some of the world’s greatest cities - each one filled with smart, driven people who push each other to be better every day. And yes, we have technology, we have finance, we even have sports with our own professional cycling team. But it’s what we do with it - building greater understanding, breaking down b

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