Wanted: Customer Success Manager

Join our mission to improve students’ well-being and prevent dropouts!
We’ve grown fast and need your talent to keep our customers and their students happy.

What is Annie Advisor?

  • We’re a startup, officially founded in October 2020. We’re a small but ambitious four-person team of techies who care about humans.

  • Our goal is to improve student well-being and prevent dropouts. That’s what drives our work and why this company was started.

  • Our one and only product is a preventive support system for schools, which consists of a chatbot and a support tracking system. We detect students who need help early, thereby making support interventions more effective.

  • We currently have an early version of the product which has gotten very good feedback and results (~3x growth in revenue 2020-2021, 0% customer churn, good funding situation).

  • Our customers are secondary vocational schools, high schools and universities.

  • We were selected to be part of the Impact Edtech accelerator, where less than 7% of 300+ applicants were selected.

  • We currently don’t have an office, but we will have one in Helsinki once the Corona havoc allows.

Who are we looking for?

Important

  • You want to have societal impact and/or you’re personally interested in improving student support and/or preventing dropouts.

  • You are a quick thinker and learner. You get stuff done accurately. Helping people is what makes you tick.

  • Other people see you as a driver and like to work with you, meaning you are independent and can get people excited about a project.

  • You may have a degree in education, social work, psychology or social psychology or have otherwise gained experience in these fields.

  • Several years of account management or customer service experience is important for this role.

  • You speak and write fluent Finnish and English
     

Extra credit

  • An understanding of how secondary vocational education works is valuable but not required.

  • Fluency in other European languages (e.g. Swedish, Spanish) are a plus.

  • You don’t necessarily need to be technical. If you have an interest in learning about technology or have an eye for that sort of thing, we consider it a big plus.

  • You’ll be using Excel and other standard office tools a lot. Experience with support/ticketing, case tracking or healthcare software is a plus.

  • Experience with collaboration tools (e.g. Mentimeter, Miro) or facilitation / workshop frameworks are a plus.

What would you be doing?

  • Your main responsibility is to make sure our customers succeed in their student support and dropout prevention initiatives.

  • Run workshops with new customers to plan and design chat flows and student support processes.

  • Provide email/phone support to our customer’s student support staff and advise them in how to best use Annie to benefit students.

  • Participate in innovation and development projects with the City of Vantaa, the Association of Finnish Municipalities and European Schoolnet as a key member of the project team.

  • Be a catalyst and driver for improving the customer experience as a whole in the company. You’ll contribute to productization, value proposition, customer journey and marketing initiatives.

  • Work with the product team to make sure your knowledge of customer needs is translated into insights for the product development. Help with quality assurance on new features.

  • The role is likely to evolve as you and the company grow.

Why should you care?

  • A product with impact: Our goal is to prevent dropouts and make sure students get the help they need. Our solution helps students who are in trouble for one reason or another. Your work would directly benefit students and their support staff.

  • Learn and grow: We aim to make our company a place to develop and thrive. We'll take a lot of time for on-boarding so that you will feel comfortable with your responsibilities. In addition, you’re encouraged to continuously take time to learn new things during working hours, not just utilize skills you already have. We believe making mistakes and experiments is the only way to real progress.

  • Clever team, uniquely suited to solve this problem: Your colleagues are nice and know their stuff (education, technology and design backgrounds). Everyone on the team will understand what you do and appreciate your work.

This is a full-time position with a salary ~3400€/month depending on experience. You’ll also get healthcare, subsidized lunch/exercise vouchers, whatever devices you choose etc.

Interested?

Our LinkedIn (if you want to stalk the profiles of our team members :) ): https://www.linkedin.com/company/annie-advisor 

If you’re interested in the position, please send either your CV or your LinkedIn profile and a short, free-form cover letter via email to Miska (Miska Noponen, CEO, miska.noponen@annieadvisor.com,
+35840 847 2763). You can also contact Miska if you have questions before you apply.

 

We’ll stop the recruitment once we find the right person, but will accept applications until at least the 5th of May, 2021.