Sep 27, 2021
The Client Solutions Specialist plays a critical role in scaling the abilities of the client services team to meet the demands of our rapidly growing client base. The specialist reports directly to the Head of Client Services and works closely with all division heads including Sales, Marketing, Academics, and Finance. The specialist will play a crucial role in owning the development of many of our future processes and help ensure high service standards for clients.
Tokyo Academics is the passion project of a constellation of teachers, researchers, and academics from around the world. Since 2012, we’ve evolved from a few university friends to a growing number of part-time and full-time individuals located in Tokyo, as well as working remotely. We are an organization of experts deeply passionate about helping students meet their potential and capture the opportunities of the future.
Project Management
Project manage ad hoc projects for the client services team and optimize upsell processes
Develop process maps and own the documentation creation of our operations
Design the client’s customer journey through TA
Operations
Analyze our historical client interactions, and develop scripts and best practices for client interactions, and improving the current ones where necessary
Develop, organize and build new communication templates to drive efficiency
Prepare presentations, business reviews, and reports for team meetings where applicable
Help enforce CRM best practices and procedures
Analyze and audit operations and develop areas of opportunity for automation and efficiency gains
Data Analysis
Monitor team KPI dashboards and flag where abnormalities exist
Analyze statistics or other data to determine the quality level of service the team is providing
Help build new reports using our internal tools and work with our data team on dashboard creation
Quality Assurance
Review phone calls and diagnostics for training purposes
Spot check tickets for quality and speed
Assist in developing and enforcing our team’s quality framework
Customer Interaction
Help source positive Google Reviews from satisfied customers
Measure the satisfaction of our clients by client type by building surveys, analyzing results, and sharing areas of improvement cross-functionally
Develop our customer onboarding playbook including building structure for kickoff meetings and ensure smooth transitioning from sales to CSM
Our ideal candidate:
Has 4 years of relevant work experience
Ability to think strategically and execute methodically
Fast learner and willing to improvise where necessary
Excellent communication skills (written and verbal)
Solid project management experience and good judgment in setting and defining priorities
Strong proficiency in Excel and/or data analysis
Demonstrated experience functioning in an ambiguous, fast-paced work environment
Ability to work independently with minimal supervision
Have a can-do and positive attitude and be comfortable giving and receiving feedback
Enjoy collaborating and working in a team environment, and ability to remain professional when resolving conflict
Work either “Sunday through Thursday” or “Tuesday through Saturday”
Experience using CRMs is preferred
Benefits:
Competitive compensation package
Bonuses based on company growth
20 days of paid time off per year
Join a growing bootstrapped company with a lot of potential for growth
Autonomy to implement ideas and have a significant impact
Work hours:
40hrs per week
10am – 7pm Japan time