Senior manager - Student success

Our client focusses on enabling universities to take their programs to students globally. Given team's background in education and media sectors, we invest alongside universities to build and deliver quality online programs (content, platform, technology, industry collaboration, delivery, and grading and digital infrastructure).Top three university ranking companies.

Roles and Responsibilities :

- Ensuring team members are updated about the latest in the program through internal communication.-

- Managing Universities, External Vendors and External clients

- Managing online offline Events for Student success team.

- Analyse performance of Team members on different program elements and propose interventions to improve lagging metrics

- Share weekly/Monthly reports with Stakeholders

- Lead and manage the Student Success team to ensure smooth Operation of Programs

- Manage day-to-day operations and own TATs for customer issue resolution.

- Conduct resource planning & hire, coach and provide training to personnel to maintain high customer service standards.

What We Are Looking For :

- 5+years of experience from tier 1 institute, preferably in a customer success or operation role in edtech or other fast paced industry.

- Managing a team of 20+ executives.

- Good Interpersonal and Communication Skills.

- Excellent organizational skills, verbal, and written communication skills

- Proven experience of leading a service driven support team operation through periods of significant growth or change.

- High customer centricity, to understand student expectations and support them to achieve their goals and Ensuring team achieve their Targets.

- Handling and fixing the issues occurring in escalations so that it is not repeating.

- Ability to create buy-in and drive multiple stakeholders.

- Ability to structure, design & execute processes.

Desired Skills and Experience :

- Customer Success, eLearning, Education Operations

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