About Tokyo Academics:
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.
The Client Solutions Specialist plays a critical role in scaling the abilities of the client services team to meet the demands of TA’s rapidly growing client base. The specialist reports directly to the Head of Client Services and works closely with all division heads including 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.
What you will work on:
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
- Assess the gaps in our marketing materials, and provide suggestions on the requirements needed by our clients
Sales Operations
- Analyze our historical client interactions, and develop upselling 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 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:
- 4+ years of 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