About Voxy

Voxy, founded in 2010, is a trailblazing language training platform tailored to meet the specific language needs of international organizations. With a mission to enhance productivity, foster collaboration, and unleash human potential, Voxy has established itself as a global leader in the field of corporate language education. With a robust foundation and an ever-evolving vision, Voxy has supported corporate clients across 150 countries by delivering live language coaching led by certified instructors and an expansive library of role-specific courses that bridge critical soft and technical skill gaps.

Today, Voxy's impact spans the globe, with dedicated teams operating across multiple regions, including the United States, Brazil, Chile, Colombia, Mexico, Thailand, Spain, Italy, and Ireland. Originally focused on providing English language instruction, Voxy has evolved to offer an array of languages, including Portuguese, Spanish, Italian, German, and French, catering to a diverse range of learners.

We believe that learning a language should be fun, rewarding, and a gateway to the best experiences life has to offer. If you agree, we’d love to talk.

You can see more details about our values here (https://voxy.com/about/careers/)

What You’ll Be Doing

Empathize with every aspect of the customer journey/experience, putting customers’ needs first
Understand customer's needs and help through the onboarding process
Deliver adoption/engagement-related insights and readouts of specific customer outcomes in business reviews
Coach customers to be Voxy product experts and train their teams on Voxy methodology so they become increasingly self-sufficient
Maintain high levels of customer engagement and satisfaction with a focus on customer loyalty
Partner with Key Account Managers to collaborate and communicate to ensure alignment on plans
Work closely with Key Account Managers during renewal cycles, guaranteeing the right project being scoped for the renewal, ultimately driving high retention and engagement
Explore upsell and expansion opportunities with Key Account Managers to increase Voxy footprint within customers
Partner closely with other cross-functional team members to translate business needs and product requirements into new solutions for customers
Help drive customer references and case studies
Compliance with Voxy's customer management tools to guarantee transparency of Customer Health and Customer Success Indicators
Preparing reports and business reviews to customers to generate visibility of program's performance

What We’re Looking For

8+ years of relevant experience in a customer-facing customer success, account management or strategic consulting organization
Fluency in English and Spanish are required, additional languages are a bonus
Project Management experience, Problem Solving and Negotiation skills
Strong accountability for ensuring the timely and successful delivery of services and solutions to clients within their portfolio - this includes taking ownership of all aspects of the client experience, proactively addressing challenges, and consistently meeting or exceeding client expectations
Tech-savviness, ability to work with spreadsheets, creating reports and business reviews for clients
Familiarity with Salesforce, Zendesk, and other Software-as-a-Service is a plus
Self-motivated, proactive team player with innovative ideas to inspire customer loyalty and adoption
Strong interpersonal skills and experience building strong internal and external relationships
Adaptability to dynamic environments
Consistent track record of highly professional customer service in a fast-paced, dynamic environment
Diplomacy, tact, and poise under pressure when working through customer issues
Bachelor’s Degree

What Would Be Nice To Have

Experience in directly interfacing with HR departments would be highly beneficial
Prior experience in the EdTech sector
Experience in managing education programs

This position is a match for you if

You possess exceptional communication skills, allowing you to effectively interact with customers and convey solutions clearly
You demonstrate high levels of empathy, enabling you to understand and address customer concerns with sensitivity and understanding
You exhibit strong problem-solving abilities, enabling you to identify and resolve customer issues promptly and efficiently
You showcase excellent time management and organizational skills, allowing you to prioritize tasks effectively and meet customer needs in a timely manner
You demonstrate strategic thinking, enabling you to anticipate customer needs and develop long-term plans for customer success.
You are results-oriented, with a focus on achieving key performance indicators such as customer satisfaction, retention, and expansion opportunities
You excel in relationship building, fostering strong, trust-based connections with customers to drive long-term success

In addition to a rewarding job that that will directly impact how millions of students learn other language, working here, you’ll enjoy

Competitive salary, bonus, and stock options
Great benefits: medical insurance, cell phone & wifi reimbursement, home office & wellness budget, team events
Remote-friendly work policies
Professional development budget
Language classes w/ Voxy
Work with an awesome international team of super bright, creative, talented, and passionate individuals based around the world

We believe in a workplace that is meant for everyone. Voxy is an equal opportunity employer.

Voxy believes that a creative, engaged and diverse team can transform the market and positively impact people's lives through education. We are sure that the mission of building the most effective way to learn English is done with a plurality of ideas and points of view, which is why we work to promote Diversity, Equity and Inclusion initiatives in our company.

In addition to training, benchmarking, and community partnerships, we also work in alignment with our internal DEI Committee.

As a reflection of our beliefs around inclusion in the workplace, our selection process has no restrictions; our goal is to assemble a diverse team that will help us be leaders in our market.

We are an equal opportunity employer and value diversity at our company. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, or marital, veteran, or disability status. Learn more about our DEI initiatives and ERGs by clicking here.

Senior Customer Success Manager