Case Manager

Position Overview

The Case Manager is a dynamic role that bridges sales, client management, and administrative functions. You will work closely with the Sales & Marketing and Product & Servicing teams to generate leads, convert inquiries into enrolled clients, and provide seamless support throughout the student’s application journey. This role demands excellent organizational and communication skills, a customer-centric mindset, and collaboration across teams to deliver an outstanding client experience.

Key Responsibilities

Sales and Lead Management

• Collaborate with the Sales & Marketing team to identify, nurture, and convert leads into enrolled clients.
• Schedule and coordinate lead meetings and initial consultations to introduce families to Sesameed’s services.
• Manage and track potential clients through the sales pipeline, ensuring timely follow-ups and relationship-building efforts.
• Assist in preparing and delivering quotations and contracts to prospective families.
• Support marketing campaigns by working with digital marketing agencies and providing insights on client needs and market trends

Case Lifecycle Management

• Manage the entire student case lifecycle, from onboarding to post-application support.
• Facilitate contract negotiations, signing, and follow-ups for new and returning clients.
• Collect, organize, and maintain accurate student data across systems.

Client and School Liaison

• Serve as the main point of contact for families, addressing inquiries and providing regular updates on application progress.
• Coordinate with boarding schools, universities, and other institutions to ensure seamless communication and application processes.
• Plan and manage travel itineraries for families visiting schools or attending interviews.
• Oversee the scheduling of interviews and meetings with educational institutions.

Application and Documentation Management

• Oversee the preparation, review, and submission of application documents, ensuring adherence to deadlines.
• Support students and families during critical events such as school fairs and interviews.
• Maintain and update databases of schools, universities, and associated contacts.

Systems and Operations

• Manage schedules, documents, and workflows using the organization's learning management system (LMS) and student information system (SIS).
• Collaborate with the systems team to improve integration and streamline operations.
• Ensure proper documentation and filing processes are followed for all student cases.

Re-Enrollment and Long-Term Planning

• Manage re-enrollment processes for yearly cases, ensuring continued engagement and retention.
• Identify opportunities to cross-sell or up-sell additional services to families based on their needs.

Qualifications and Experience

Education and Experience

• Bachelor’s degree or equivalent professional experience.
• Background in sales, case management, customer service, or project management is highly desirable.
• Familiarity with boarding school or university application processes is an advantage.

Skills and Competencies

• Languages: Must be fluent in Mandarin and English, both writing and speaking.
• Sales and Lead Generation: Ability to identify, engage, and convert leads into satisfied clients.
• Proactive and Self-Starter: Demonstrates initiative and independence in driving tasks and responsibilities forward without constant supervision.
• Agility and Adaptability: Thrives in a fast-paced startup environment, capable of managing shifting priorities and deadlines with efficiency and composure.
• Communication Skills: Strong written and verbal communication skills, with the ability to build trust and rapport with diverse stakeholders.
• Organizational Skills: Exceptional attention to detail and ability to manage multiple cases simultaneously while maintaining high standards.
• Technology Proficiency: Experience with CRM systems, Google Workspace, LMS, and SIS platforms, with the ability to quickly learn and adopt new tools.
• Problem-Solving: Critical thinking and adaptability to address challenges effectively and propose innovative solutions.
• Customer-Centric Mindset: Commitment to delivering high-quality service and fostering long-term client relationships.
• Cultural Sensitivity: Ability to work with clients from diverse backgrounds with understanding and empathy.
• Collaborative Team Player: Works effectively within a cross-functional team, contributing to collective goals while maintaining accountability for individual responsibilities.

Job Types: Full-time, Permanent

Pay: From RM7,600.00 per month

Benefits:

• Dental insurance
• Flexible schedule
• Health insurance
• Work from home

Schedule:

• Day shift
• Evening shift

Expected Start Date: 01/01/2025