Website MIM Prep
Hi there !
We are looking for a Head of Customer Relations & Success for our fast growing education agency.
Your role will be to:
– Onboard clients setting them up for success. Involves understanding their profile really well, the goals they want to achieve, presenting them clearly their next steps and how we will help them, pairing them adequately with our staff, and checking in regularly to make sure they have an emotional quick win from the get-go.
– Actively ensure top-tier satisfaction of our client base (NPS Score tracking), gather feedback and bring back improvement ideas to the team.
– Handle any crises / emergencies swiftly & politely. Requires a customer facing / client first approach, executing with speed, and being results-driven.
– Acomodate clients if they need a mentor replacement, any form of additional support, or question.
– Monitor client journeys, making sure everyone is well set up for success (doing their requirements on time, they are being well attended to by our staff, etc.), and no one is left unattended / underserved.
– You will be expected to provide weekly reports on client satisfaction, issues solved, and improvements to implement.
– You will also be expected to regularly communicate with staff to ensure they are fulfilling clients properly, and they themselves are also supporting clients adequately.
Your overall goal is to ensure the success of each and every client in our growing client base.
This requires you to be very organised, disciplined, results-driven, client-facing, and speedy in execution. Your priority is ensuring client satisfaction & success for all of our customers, and adding value to them in any way possible. In cases of emergency you can be expected to respond on week-ends.
Head of Customer Relations & Success
MIM Prep is an education platform designed to help ambitious students (Bachelor, Master / MBA) land their dream programs. Our core service pairs applicants with a mentor currently studying at the school they’re targeting, creating a “big brother / big sister” relationship that guides them through every step of the application process. Backed by a specialist team, we support students with school selection, CVs, cover letters, essays, and interview prep, plus proven resources and frameworks to maximize their chances of admission. We’re a results-driven, client-first, remote team with key hubs in London and Dubai, united by one goal: helping students unlock life-changing educational opportunities. We’re a fast-growing, international, working primarily with students across Europe and the US. If you care about education, high standards, and helping young people unlock life-changing opportunities, you’ll fit right in here !