Customer Account Success Coordinator

Customer Account Success Coordinator

Position: Part-time, 15-25 hrs/week (Opportunities available to grow into a Full-time position)

Location: Remote Within Canada (Headquarters in Winnipeg, Manitoba)

Reports to: Director of Customer Experience and Account Management

Hourly Rate: $17-$19

Schedule: Weekdays, Scheduled within 8:30 AM - 6:30 PM Central Time

The exact schedule is to be determined.

Hoot Reading is the leading online tutoring service providing 1:1, evidence-based literacy instruction with qualified teachers, at scale. Incubated on a research project at the Nokia Research Lab with Sesame Workshop (the creators of Sesame Street) and the Joan Ganz Cooney Center, Hoot Reading partners with K-12 school districts and families across North America to change children’s lives through literacy.

Supporting the Customer Experience & Account Management Team, the Customer Account Success Coordinator will play a crucial role in ensuring the day to day success of Hoot’s tutoring programs and overall customer experience. From onboarding new customers to implementing and overseeing their programs, you will be responsible for smooth implementation and ensuring a high-quality service offering throughout the life cycle of a program. By building strong relationships and customer loyalty, you will play a key part in driving partnership growth and retention.

This job is perfect for someone who has:

• Demonstrated experience in coordinating and managing multiple partner relationships simultaneously
• Exceptional organizational skills
• Excellent communication skills with a customer-centric approach to problem-solving
• Strong attention to detail
• Ability to adapt to changing priorities
• Strong problem-solving skills
• Tech-savvy with the ability to learn quickly and adapt to new platforms

Responsibilities:

• Execute the implementation process for new large-scale programs on tight timelines and with careful attention to detail.
• Build strong customer relationships as the trusted resource for questions or concerns throughout a program’s lifecycle.
• Drive student enrollment and manage program registration to meet targeted goals and KPIs.
• Represent the voice of the customer within Hoot to ensure scheduling and other operational tasks align with customer and project goals.
• Collaborate with internal teams to ensure high-quality program implementation and ongoing success that exceeds customer expectations.
• Execute quality assurance measures to ensure program performance metrics and KPIs are met and customer expectations are hit or exceeded.

Working at Hoot:

• Enjoy a casual and fun work culture with highly motivated individuals who are dedicated to changing children's lives through literacy
• Take ownership of challenges and see them through to completion, with guidance and support provided for your success
• We value diverse perspectives and encourage open discussions where all ideas and opinions are heard
• Utilize Slack for internal communication instead of relying on emails
• Benefit from a flexible and remote-friendly work environment
• Prioritize work-life balance, ensuring a healthy and supportive environment for all employees
• Access to competitive company benefits (available for full-time Canadian employees, including health and dental coverage, as well as long-term disability, life insurance, and AD&D coverage)

How to Apply:

Please send a resume and a brief paragraph on why you would like to join our team to: carmenf@hootreading.com. While we thank all candidates for their interest, only those selected for an interview will be contacted.

At Hoot Reading, we are committed to creating an inclusive environment where all team members feel valued, respected, and supported. We strive to build a team that reflects the diversity of the communities we serve. As part of this commitment, we encourage applications from historically underrepresented and excluded groups. If you require accommodations during the selection process, please let us know, and we will work with you to meet your needs.

Job Types: Part-time, Permanent

Salary: $17.00-$19.00 per hour

Expected hours: 15 – 25 per week

Benefits:

• Flexible schedule
• Work from home

Schedule:

• Monday to Friday

Work Location: Remote

Application deadline: 2024-04-01