Customer Engagement Manager

Job Description

Joining Busuu means being part of one of the top EdTech companies in the world, a multiple award-winner recognised for its innovation and impact in language learning.

Busuu’s vision is to empower people through languages. We are the world’s largest online community for language learning, with 120+ million registered users. We make learning a language easy by combining AI-powered courses with feedback from our global community of native speakers and lesson content designed for real life.

Busuu is part of the global Chegg family. Chegg is the leading student-first connected learning platform and a NYSE listed company.

What does a Customer Engagement Manager do at Busuu?

The Customer Engagement Manager is responsible for leading and delivering outstanding onboarding and engagement experience for one of our largest partners in the US market. 

What we are looking for in a Customer Engagement Manager

• Success Planning: Run sessions and webinars with end users to uncover their short and long term objectives and follow up with learning recommendations, showcasing the value of Busuu courses and services at every interaction.

• Client Onboarding: Supporting new students via personalised emails, SMS or calls as they begin to learn with Busuu for the first time; ensuring they have the highest engagement from the first 30 days

• Tracking Engagement Health: Monitoring monthly student cohorts against agreed engagement KPIs to identify churn risk and working proactively to develop strategies that eliminate that risk

• Building Usage and Awareness of Busuu: Ensuring that Busuu impacts students objectives by offering interactive training, programme support, and proactive guidance to finish their courses. 

• Securing Re-enrollments: analyse student survey to assess re-enrollment projections, secure engagement in the last 30 days before graduation. Lead initiatives to deliver post graduation value to students (Linkedin posts, certification delivery) and promote referrals.

• Identifying Opportunities: Discovering proactive ways to develop new training materials designed to ensure successful user onboarding, increase engagement and deepen the desire to use our products

• Advocate Voice of Client: Translating client usage and feedback into actionable insights and feature ideas for product, education & marketing teams. 

Essential Skills & Experience 

• Please note that the working hours for this position are Monday to Friday 11am - 7pm as you will be engaging with US customers.

• 2+ years experience as in a customer engagement/ client support role (or equivalent) within an educational business or SaaS environment 

• Experience in the US market. 

• English and Spanish fluency 

• Strong written and verbal communications skills and ability to influence across levels and organisational boundaries

• An entrepreneurial, solutions-focused individual, who puts clients’ and students' needs at the core of business.

• Keen interest in identifying client problems and finding smart solutions proactively 

Bonus Skills & Experience 

• Additional language skills is a plus 

• Experience in the ed tech industry, with students or in customer service

• You love excel spreadsheets

 At Busuu we want to ensure that you have access to some great benefits:

• Our centrally located offices are well-equipped with free breakfast, plenty of snacks and fresh fruit

• You get 2 free lunches per week at our office that you can choose out of a wide selection of restaurants in the area

• Busuu offers a great Private Health Insurance scheme

• There is a personal training budget just for you, so you can learn more in your field to ensure our employees can continuously grow and progress in their careers

• We like to support our teams with their work-life balance so we offer flexible working hours and a hybrid model of working

• We offer enhanced maternity and paternity leave

• Staying connected as a team is very important to us, so we have lots of social activities for you to join such as team lunches, Thursday socials, quarterly team, and company events

What happens next​

We aim to have a simple and speedy hiring process and we want to make sure that we are right for you as much as the other way around.

• CV application review - We will review it as quickly as possible

• Let’s chat - Quick chat with our team about your experience and the role

• Interview - With the Hiring Manager

• Case Study - At home case study to show off your skills

• Interview - Interview to review the task and speak with other colleagues in the team

Our platform is for everyone, and so is our workplace. We pride ourselves on embracing our differences, whether they're cultural, racial, religious, or otherwise. This means each one of us comes to work knowing that we have a voice – and a safe, judgement-free zone to speak freely.

If you like the sound of that, join us. We'd love to hear what you have to say.

#LI-Hybrid