Role Description We are looking for a high-impact, student-facing Student Success Manager to support a fast-growing education platform. In this role, you will be the primary guide for students navigating the complex college application journey. This is a mission-driven position ideal for a "builder" who thrives in communication-heavy environments and can lead students from initial interest all the way through to successful enrollment. You will act as a mentor, strategist, and advocate, ensuring every student has the support they need to secure their academic future. What You'll Be Doing - Student Engagement & Guidance - Act as the primary point of contact for prospective and current students via high-volume phone calls and text messaging. - Guide students through the entire college application lifecycle: from initial interest and application to final enrollment. - Build deep rapport and trust with both students and their families to navigate high-stakes decision-making. - Identify individual student needs and provide tailored support to overcome obstacles in the admissions process. - Operational Excellence & Tracking - Maintain rigorous follow-up discipline to ensure no student falls through the cracks. - Meticulously track all interactions, status updates, and documentation within CRM systems. - Collaborate with internal teams to provide feedback on the student experience and help iterate on our internal workflows. Requirements - Core Requirements - Experience: Background in customer support, sales, or college counseling is preferred. - Communication: Exceptional verbal and written skills; you must be comfortable and confident handling high-volume outreach. - Tech-Savvy: Proficiency in using CRM tools and digital communication platforms. - Resilience: Ability to maintain empathy and patience in a fast-paced, high-volume environment. - Mindset - Student-Focused: A genuine passion for helping students achieve their academic goals. - Highly Organized: Strong self-management and follow-up discipline. - Adaptable: Comfortable with the ambiguity of a scaling organization and the discipline required for remote/international team collaboration. - Nice to Have - Prior experience in the Ed-Tech space. - Familiarity with the U.S. college admissions landscape. Key Performance Indicators - Conversion Rate: Successful progression of students from lead to enrolled status. - Engagement Velocity: Response times and consistency of follow-ups. - Data Integrity: Accuracy and completeness of student records within the CRM. - Student Satisfaction: Positive feedback from families regarding the guidance provided. Working Hours & Time Zones - Primary Working Window: 3:00 PM – 9:00 PM Pacific Time (PT) - Pakistan Time Equivalent: 3:00 AM – 9:00 AM PKT (next day) - Days: Weekdays (flexible scheduling within the time window) - Weekends required (Saturday & Sunday availability is mandatory) Compensation & Benefits - Base Salary: Market Competitive. - Allowances: Internet, Electricity, and Wellbeing. - Health: Medical Insurance for you. - Growth: Performance-based bonuses, annual increments, and company-wide success bonuses.

• Manage a portfolio of 100–150 customers across a scaled engagement model. • Prioritize accounts effectively using data, health indicators, and lifecycle triggers. • Onboard accounts effectively, setting customers up for accelerated adoption of our products. • Deliver consistent, repeatable touchpoints through digital, one-to-many, and automated channels. • Partner closely with Sales to define customer success criteria before contract signature, or collaborate post-sale to determine the best approach for engaging with existing customers to drive adoption. • Ensure a smooth transition from sales to post-sales by clearly understanding customer goals, timelines, and priorities. • Lead customers through the defined adoption plan and hold them accountable to agreed timelines. • Influence decision-makers and end-users to drive product usage, behavioural change, and time-to-value. • Provide guidance and best practices to help customers achieve measurable outcomes that align with their goals. • Analyse customer data, product telemetry, and trend patterns to identify risk and opportunity across your book. • Use insights to target interventions, personalise scaled programs, and inform broader Customer Success initiatives. • Own adoption and retention metrics across your customer segment. • Proactively identify churn risks and drive actions to mitigate them. • Consistently aim to exceed quarterly adoption, usage, and retention targets. • Provide feedback to Product, Sales, and Customer Success teams based on customer trends and market needs. • Contribute to scaled content, playbooks, and programs that improve customer experience at scale.

• Own 99% of all client communication for managed accounts. • Run check-in calls every 3 weeks analyzing Klaviyo performance metrics and KPIs. • Build retention roadmaps using Klaviyo's advanced segmentation and automation flows. • Generate AB testing ideas from Klaviyo data insights and AI recommendations. • Handle new client onboarding from Klaviyo integration to full execution. • Plan monthly promotional campaigns leveraging Klaviyo's predictive analytics. • Drive weekly revenue strategy using Klaviyo attribution reporting and customer lifecycle data. • Brief our team on dedicated flows, SMS campaigns, and advanced Klaviyo automations. • Optimize client accounts using the latest Klaviyo features and capabilities. • Keep everything organized in ClickUp with comprehensive Klaviyo performance dashboards.

Role Description We are looking for a Manager Customer Success & Recurring Revenue Services to join our Rexel team Remotely within the USA! The Manager Customer Success & Recurring Revenue Services will lead and scale post-sale customer success to drive growth in technical support contracts, technical services, and professional services for industrial automation customers. This position will ensure Rexel’s customers (End Users, OEMs and System Integrators) achieve reliable adoption of automation products and solutions, maximize uptime, and realize value through lifecycle services support contracts, spare-parts support, technical training, project delivery and automation platform adoption. Will lead and own the retention, service revenue, and customer satisfaction across all of Rexel’s automation customers. The Manager Customer Success & Recurring Revenue Services will build and mentor a team that drives retention, expansion, and exceptional customer outcomes. What You'll Do: - Build, develop and lead a team responsible for customer success inclusive of customer success specialists and customer success managers. - Define and execute a services and post-sales strategy tailored to industrial automation hardware and software portfolio covering onboarding, commissioning support, preventive maintenance programs, spare parts, field service, and retrofit/upgrade services, contract usage and expansion, and maximizing customer life cycle value. - Maintain strong relationships with supplier partners for insights, strategy alignment, and technical/commercial escalations. - Execute a process for the Customer Success team to lead executive business reviews for strategic accounts presenting contract utilization, ROI, and other key customer performance indicators. - Implement, standardize, and continuously optimize Customer Success processes to drive efficiency, consistency, and scalability across the customer lifecycle. - Lead the design, deployment, and ongoing enhancement of technology, tools, and automation that support Customer Success operations and improve team productivity. - Track KPIs and implement continuous improvement initiatives to drive acceleration of Rexel’s recurring revenue. - Recruit, train, and develop staff appropriately to support electrical/mechanical automation customers. - Work with Marketing to develop training materials, technical documentation, case studies, and expanded service offerings. Key success metrics include: - Customer retention, (logo and revenue), Net Revenue Retention (NRR). - Service contracts attach/expansion rate and Net New Revenue (NNR). - Customer Churn. - Net Promoter Score (NPS) for service engagements and CS team. - Other duties as assigned. Job Duties Disclaimer: The information contained in this job description is intended to describe the essential job functions required of those assigned to this job. It is not intended to be an exhaustive list of all responsibilities, duties, knowledge, skills, and abilities needed to perform the job. Please note that management retains the right to assign or reassign duties and responsibilities to this job at any time. The ability to competently perform all the essential duties of the position, with or without reasonable accommodation, demonstrate commitment to effective customer service delivery, integrity, and the ability to work productively as a member of a team or work group are basic requirements of all positions at Rexel USA. Qualifications - 5+ years of sales experience with customers in a commercial and/or technical capacity. - Sales leadership experience a plus, preferably in software and services sales. - Experience selling or packaging recurring services and contracts within a distribution or Value-Added Reseller (VAR) model. - Demonstrated sales experience and/or operational exposure in the electrical distribution, industrial automation, or similar XaaS (Anything as a Service) industry. - Customer-management experience. - Experience developing and implementing sales strategies. - Experience leading customer success teams or equivalent. - Experience with understanding customer buying behaviors and processes. - High School or GED - Required. - 4 Year / Bachelor's Degree - Preferred. Requirements - Ability to sell services in addition to developing strong customer and supplier relationships. - Understanding of Services offerings and the value they deliver to customers. - Exposure and understanding of TSIA’s Customer Success LAER model, and how to implement in the Rexel’s Services environment. - Comprehension of the needs and requirements of customers to bring strategic value to them. - Knowledge of how services are organized and delivered to industrial customers. - Excellent interpersonal communications, analytical and problem solving, organizational and written/verbal communication skills required. - Ability to learn processes and concepts and to understand technical functions quickly. - Effective prioritization, multi-tasking, time management and project management skills. - Strong commercial business acumen. - Strong collaboration skills to foster open dialogue work with cross functional teams and internal/external stakeholders. - Ability to write technical documentation, develop training programs, and run on-site training sessions. - Familiarity with contract structures for service level agreements and warranty terms in distribution or Value-Added Reseller (VAR) channels. Benefits - Medical, Dental, and Vision Insurance. - Life Insurance. - Short-Term and Long-Term Disability Insurance. - 401K with Employer Match. - Paid vacation and sick time. - Paid company holidays plus flexible personal days per year. - Tuition Reimbursement. - Health & Wellness Programs. - Flexible Spending Accounts. - HSA Accounts. - Commuter Transit Benefits. - Additional Optional Insurance such as Pet Insurance, Legal Assistance, Critical Illness, Home and Auto Insurance to name a few. - Employee Discount Programs. - Professional Training & Development Programs. - Career Advancement Opportunities – We like to promote from within.