Executive Director, Customer Success

Job Description:

About ETS:

For more than 75 years, we have amplified products and services based rigorous research and our belief in the power of learning. Driven by our mission to advance quality and equity in education, ETS provides learning solutions, pioneering research and trusted assessments that help guide learners around the world on their path to new possibilities.

Our portfolio of trusted measures include TOEFL, TOEIC, GRE and Praxis. Along with research, development and innovation that explores new frontiers in learning and measurement our educational measurement solutions and research contribute to the development of new methods and tools, inform important dialogue with education policymakers, and shed light on critical issues and potential solutions - all with the aim of creating a world where all learners can improve their lives through education.

With new senior leadership at the helm, ETS aims to continue changing the lives of all learners as we expand our organization's global footprint. Our goal is to remain at the forefront of assessment and measurement efficacy within the education and ed tech space as it continues to grow and evolve.

As the Customer Success Leader for the TOEFL business, you will be responsible for ensuring the satisfaction, retention, and growth of our TOEFL customers. Both test takers and Partner universities.

You will be the ultimate custodian of NPS score, Student and DI sentiment and overall Lifetime Value of our learners.

You will lead a team of customer success managers and specialists, collaborating closely with sales, marketing, product, and operations teams to drive customer success initiatives and deliver exceptional experiences for TOEFL test-takers and institutional clients.

Customer Relationship Management:

• Develop and maintain strong relationships with TOEFL test-takers, educational institutions, language schools, and other stakeholders. Serve as the primary point of contact for key TOEFL customers, addressing inquiries, resolving issues, and proactively identifying opportunities to enhance their TOEFL experience.
  
  

Voice of the Customer:

• Act as the voice of the customer within the organization, advocating for customer needs, preferences, and feedback in product development, marketing, and service delivery decisions.
• Gather and analyze customer feedback and insights to drive product improvements and enhancements.
  
  

Customer Success Strategy:

• Develop and execute a comprehensive customer success strategy for the TOEFL business, aligning with organizational goals and objectives.
• Identify key metrics and KPIs to measure customer satisfaction, retention, and lifetime value, and implement initiatives to drive continuous improvement.
  
  

Retention and Referral:

• Drive customer retention and referral efforts, ensuring high levels of satisfaction and engagement among TOEFL customer base.
• Proactively identify and address factors that may impact customer satisfaction, such as product usability issues, service disruptions, or competitor threats.
  
  

Upsell and Cross-Sell Opportunities:

• Collaborate with sales and marketing teams to identify upsell and cross-sell opportunities within the TOEFL customer base.
• Develop strategies and campaigns to promote additional TOEFL products and services to potential customers, maximizing revenue potential.
  
  

Operational Excellence:

• Ensure operational excellence in all customer-facing processes, including TOEFL registration, test administration, score reporting, and customer support.
• Collaborate with operations teams to streamline processes, optimize resource allocation, and enhance efficiency and scalability.
  
  

Team Leadership and Development:

• Lead and mentor a team of customer success managers and specialists, providing guidance, support, and professional development opportunities.
• Foster a culture of excellence, collaboration, and customer-centricity within the customer success team.
  
  

Adhere to ethical standards and comply with the laws and regulations applicable to your job function.

Required Experience:

• 10+ years of experience in customer success, account management, or related roles, preferably in the education, testing, or assessment industry.
• Proven track record of leadership, team management, and driving customer success initiatives in a fast-paced, dynamic environment in a direct or matrix-based environment.
• Self-starter with an uncanny ability to see opportunities in every challenge.
• Strong interpersonal skills and ability to build rapport and trust with diverse stakeholders, including customers, colleagues, and senior executives.
• Excellent communication skills, both verbal and written, with the ability to articulate complex concepts and ideas in a clear and concise manner.
• Strategic thinker with a results-oriented mindset and a focus on delivering measurable business outcomes.
• Analytical mindset with the ability to leverage data and insights to drive informed decision-making and continuous improvement.
• Passion for education, language learning, and helping individuals achieve their academic and professional goals.
• Bachelor's degree in business administration, marketing, education, or related field; MBA or advanced degree preferred.
• 10+ years of experience in customer success, account management, or related roles, preferably in the education, testing, or assessment industry.
  
  

ETS believes in a Total Rewards philosophy for our employees, and they include:

• Health, Vision, Dental insurance plans to choose from
• Generous continuous learning support, from individual learning grants to up to 6 classes a year for tuition reimbursement as well as on-line learning access!
• Generous PTO and vacation time to balance your work and life
• Additional 8 hours of PTO for volunteer work
• Retirement plan (401(a)) and traditional Roth (403b) with company contribution
• Commuter Benefits, Pet Insurance, 1 year subscription to Calm App
  
  

ETS is mission driven and action oriented

• Diversity, equity, inclusion, and belonging is at the forefront of the ETS employee's daily work. To further foster an inclusive environment ETS is home to a wide variety of Affinity groups that celebrate the diversity of our talented employees.
• How about cultivating growth, innovation, and continuous transformation for the next generation of rising professionals as leaders? ETS offers multiple Business Resource Groups (BRG) for you!
• Are you passionate about volunteering and being active in your career and community? ETS offers our Center for Advocacy & Philanthropy (CAAP) where we encourage ETS employees to become active volunteers in their communities and schools through the ETS Cares Giving Campaign. Our employees can support any 501c3 or eligible charity of their choice.
  
  

ETS is an Equal Opportunity Employer comprised of people with different experiences, strengths, and backgrounds who share a passion for advancing quality and equity in education. We are dedicated to building teams that reflect the various backgrounds, experiences, and identities of those we serve. The Talent Acquisition team strives to ensure candidates enjoy a fair and equitable hiring process. We believe our differences empower us to be a better team, making better decisions and delivering better results.

Keyword: Executive Director, comprehensive customer success strategy