Director of Client Relations

Director of Client Relations - REMOTE

 

At ArborBridge, our number one goal is to relieve the stress of the test-taking process. Progress toward that goal begins with our team of Directors of Client Relations (DCRs), who partner with parents and their admissions advisors to deliver amazing tutoring outcomes for ArborBridge students. DCRs are responsible for the sale of our services and the ongoing oversight of a customer’s experience.

 

Our DCRs draw on expertise, empathy, and top-notch communication skills to bring high-quality tutoring programs to families around the world. We’re looking for someone who wants to join our full-time team, develop their skills and knowledge alongside us, and contribute to helping students achieve their academic and testing goals. 

About you: To be successful in the Director of Client Relations position, it’s essential that you are…

An Informed and Enthusiastic Guide.

You are passionate about education and thrilled to serve as a resource to families in this high-stakes time in their lives. You are a clear and transparent communicator and a trustworthy ally. Your creativity, humility, and active listening skills help you overcome any challenge. You are excited to learn the nuances of testing and academics, and share your knowledge with others in an approachable and credible way.

 

A Professional Relationship Builder.

You’re the consummate people person—you love meeting new people and making friends wherever you go. You are curious, respectful, and always professional. You are sensitive to the needs of parents and students and lean into difficult conversations. You know when to crack a joke, when to be serious, and when to call instead of email.

 

A Motivated Learner and Self-Starter.

You thrive in an environment where you get to take the lead in reaching your goals. You love doing things on your own without being told what to do next. You are a collaborative team player who keeps the best interests of the company in mind, and always hungry to tackle challenges in an ever-changing environment.

 

Key responsibilities in your work at ArborBridge:

• Delivering world-class customer service to our families and counselors
  
• Generating initial sales, upsells, and referrals from happy clients
  
• Serving as the primary contact for parents and communicating in a prompt manner
  
• Using phone and Zoom consultations to get to know parents, understand their student’s needs, and craft a personalized tutoring plan 
  
• Analyzing student performance (especially on the SAT and ACT) and advising parents and college counselors on a student’s tutoring plan
  
• Educating international and US-based families on the role of testing in college admissions, the test prep process, and the support that ArborBridge can offer
  
• Handling administrative work related to tutoring programs: billing, progress report approvals, sending test results, etc.
  
• Proactively checking in on current tutoring programs
  
• Troubleshooting difficult parent questions and resolving customer service issues
  
• Attending and actively participating in weekly team and individual meetings via Zoom
  
• Tracking personal metrics and working with your manager to continually improve
  
• Occasionally participating in business development opportunities through presentations, webinars, and events
  
• Coordinating and collaborating with other departments at ArborBridge—including the instruction, operations, and business development teams—to ensure student and team success
  

What you have:

• 3+ years in either A) education sales OR B) teaching/advising on the SAT/ACT
  
• Demonstrated passion for connecting with people, especially parents and counselors
  
• Top-notch communication skills via phone, email, and video
  
• Strong client-service and sales skills: responsiveness, problem solving, active listening, promotion of services, and revenue generation
  
• Proven track record of juggling details and technology in a rapidly changing environment
  
• A personal foundation of empathy, understanding, and patience
  
• Unshakeable commitment to our core values of building bridges, teamwork, flexibility, ownership, and a hunger to learn
  

 

Compensation:

• $70,000-$80,000 base salary depending on experience 
  
• Open Leave Policy 
  
• Employer-subsidized health insurance
  
• Optional vision, dental, and long-term disability plans
  
• 401(K) with employer contribution after one year in the role
  
• Remote work
  
• Casual dress code
  
• Fun, friendly, inclusive environment
  

The position is full-time and requires a 40-hour/week commitment: working mostly during weekday hours that accommodate the needs of East Coast teammates and clients, and approximately 30 minutes once a month on weekends for emergency needs. You must be based in the US and legally able to work in the US.

 

About ArborBridge:

 

ArborBridge is a premier test preparation company and tutoring firm, delivering one-on-one tutoring to students in more than 50 countries around the world. We specialize in SAT and ACT preparation and offer extensive tutoring for AP exams, ISEE and SSAT, graduate exams, and academic subjects. With the most sophisticated diagnostic algorithm in the industry and more individual lesson plans than any other company, ArborBridge is the most highly customized and efficient platform on the market. Our elite tutors meet with students online and in-person and build programs around individual needs, making the most of time and maximizing learning. 

ArborBridge is committed to developing an inclusive work environment in which a flourishing, diverse team celebrates the contributions of individuals. The ArborBridge Diversity, Equity, and Inclusion Vision is to enrich company culture by recognizing and welcoming diversity in background, experience, and worldview.