Job Description

Job Overview

Ed-admin Africa supports international and private schools across Africa and beyond on Ed-admin, a browser-based school management platform used by more than 500 schools worldwide. As Client Success Consultant, you will look after an assigned portfolio of schools: helping them get full value from the platform, keeping them satisfied and loyal, and growing their use of it. You will report to the CEO and be trained by, and work alongside, our Client Success Manager. This is a full-time, fully remote role on an independent contractor basis, with structured product training and a clear development path. Alongside the monthly fee, the role qualifies for commission on SLA renewals, the staff profit-share scheme and a loyalty bonus, under the company's scheme rules.

Summary

Countries: Egypt (remote; Egypt-based applicants only)

Working hours: Full-time availability, 08:00-17:00 CAT (UTC+2), Monday to Friday

Monthly Fee: USD 700 per month, paid in USD

Languages fluent in: English (business level, written and spoken)

Date needed to Start: Immediate

Engagement: Independent contractor, 24 months, renewable by agreement; 3-month initial term

Tasks and Responsibilities

Onboarding and adoption: take schools through implementation milestones and user training so they use Ed-admin fully, including the parent, student and staff portals in the mobile app. Help build training materials where needed.
Account health and retention: keep account-health records current and hold at least quarterly check-ins with every assigned school. Track adoption data to spot schools not using key modules, and escalate early any sign that a school may leave.
Decision-maker relationships: build working relationships with heads of school, bursars and boards, not only day-to-day administrators.
Issue and request follow-up: log client issues and feature requests, track them to resolution with the support and product teams, and keep schools informed throughout.
Commercial signals: support renewals, pass upsell leads to Sales, secure testimonials and referrals, and record competitor activity you hear about.
Process milestones for the clients to work toward in terms of utilising Ed-admin software to its fullest potential.
Finding ways to promote the value of the product to existing clients.
Assist in creating training courses and educational materials where required.
To have a deep understanding of the company's products and services, and to be able to provide clients with the expertise and guidance where required.
Collaborating with support consultants to get an indication of customer complaints and concerns and seek to improve the customer experience.
Creating and analysing data and metrics to understand how clients are using the company's products or services, and to identify areas for improvement.
To work closely with internal teams, such as sales, marketing, support and product development, to ensure that clients are receiving the support and resources they need.
Aid in suggestions for product design and product development.