Customer Success Specialist

PURPOSE:

Support sales, post-sales and admissions for Hyper Island’s Master’s Programs team in Europe. You will become a key part of the Admissions Team with a shared goal and focus on achieving our recruitment targets across Hyper Island’s Master’s Degree Programs in Europe.

JOB DESCRIPTION:

As Customer Success Specialist in the Master’s Team, you will be responsible for parts of the admissions process, post-sales functions such as residence permit and relocation guidance, and other student and program-related administrative tasks. This is a hands-on, customer-service oriented role with a key impact on customer satisfaction in this fast-growing product area.

Your primary focus will be to handle student enquiries, initiate outreach in the post-sales and invoicing process, and to work with students directly to manage relationships, opportunities or issues via phone, email and information meetings. You will be expected to take ownership of the post-sales process, strive to meet set KPIs and work continuously with improving the customer experience. You will also host MA students on campus, and generate events, communications or other relevant activities to promote customer retention and loyalty.

RESPONSIBILITIES:

- Manage all post-sales activity including answering emails/phone calls about invoices, venue, location, accommodation etc.

- Be the main contact for Migrationsverket: advising students on residence permit and immigration responsibilities, in cooperation with Migrationsverket; manage and maintain well-organized records of student immigration status, and provide them with necessary guidance and backup for relevant residence permit applications.

- Support the admissions team and sales process as needed on applicant outreach, interview arrangement, acceptance and enrollment documentation etc.

- Support the finance department on student invoice matters.

- Collaborate closely with and support the delivery teams throughout program duration.

- Help with campus days logistics for all MA students in Stockholm.

- Nurture relationships and generate communications and events to inspire, inform and retain customers.

- Proactively manage our CRM database (Hubspot) to ensure quality and reporting.

- Work effectively in teams but also maximize your individual potential to optimize quality and efficiency of the admissions and post-sales process.

EXPERIENCE & COMPETENCE:

- 1+ years previous work experience within customer service, administration, project management, marketing or other customer-facing roles.

- Bachelor’s degree or higher education equivalent.

- Excellent verbal and written communication skills in English and Swedish. Any additional languages are a plus.

- A natural affinity for communication in person, over the phone or in writing.

- A passion for customer service and proven drive to reach out and interact with clients.

- Experience from working with CRM systems, Hubspot is a plus but not essential.

SKILLS & BEHAVIOURS:

-
Excellent communication skills; the ideal candidate is a natural networker.

- A service-focused mindset with strong attention to detail.

- Ability to develop and nurture relationships.

- You’re an independent self-starter.

- Well-organized, focused and proactive.

TERMS:
Full time, starting as soon as possible.
You will be reporting to the Director of Revenue, Courses & Master’s Europe.

LOCATION
Stockholm, Flexible Remote

ABOUT HYPER ISLAND

Hyper Island is a progressive learning institute that challenges companies and individuals to grow and stay competitive in an increasingly digitized world. We specialize in business transformation within the areas of tech & digital, innovation & creativity, leadership & culture. Our range of immersive programs and courses seeks to equip participants with the necessary knowledge and skills to lead the change and begin a journey of lifelong learning.

The need for this type of education and training is substantial and continues to increase across all industries. As a result, Hyper Island has grown exponentially during the last 25 years and is continuing to do so. We started off in a small Swedish town called Karlskrona then expanded to Stockholm, London, Manchester, Singapore, New York, and Sao Paulo.