About Emeritus
Emeritus is committed to teaching the skills of the future by making high-quality education accessible and affordable to individuals, companies, and governments around the world. It does this by collaborating with more than 80 top-tier universities across the United States, Europe, Latin America, Southeast Asia, India and China.
Emeritus short courses, degree programs, professional certificates, and senior executive programs help individuals learn new skills and transform their lives, companies and organizations. Its unique model of state-of-the-art technology, curriculum innovation, and hands-on instruction from senior faculty, mentors and coaches has educated more than 300,000 individuals across 80+ countries.
Founded in 2015, Emeritus, part of Eruditus Group, has more than 1,800 employees globally and offices in Mumbai, New Delhi, Shanghai, Singapore, Palo Alto, Mexico City, New York, Boston, London, and Dubai. The company is backed by prominent investors including Accel, SoftBank Vision Fund 2, the Chan Zuckerberg Initiative, Leeds Illuminate, Prosus Ventures, Sequoia Capital India, and Bertelsmann.
Job Description
TITLE:
Associate/Sr.Associate-CustomerSuccess&Sales Enablement
Reporting Relationship
ReportstoManager-CustomerSuccess&Sales Enablement
Emeritus/Eruditus is looking for Associate/Sr. Associate – Customer Success & Sales Enablement to increase agents efficiency through process enhancement, SOP adherence, and implementing standardized procesuresto assist enhancementofqualityservicetocustomersandimprovementinconversionrates.Thispositionwillalsohavetopropose, & review industry best-practices and incorporate these as part of standardization.
Overview
TheobjectiveofthispositionistoincreaseconversionratesthroughsupportingadvisorswithCriticaltoQualityTasksthat can help them perform better to achieve business goals and enhance overall customer experience.
Objective/Purpose
- Education–Graduationfromanaccreditedcollegeoruniversity,togetherwithexperienceandtraining,enablesthe applicant to demonstrate the required knowledge and experience
- Threeormoreyearsofprofessionalrelated experience
- WorkingKnowledgeofMS-Officeandotherrelatedtechnicalskillswouldbeanadded advantage.
Jobrequirementsand Qualifications
SKILLS REQUIRED:
- Process Audit & Process Excellence professionalwithhands-onexperienceinallaspectsof contemporary customer management.
- An individual who has effectively delivered strategic business outcomes and high customer satisfaction, as an individual contributor.
- ExperienceinsalessupportexecutingprocessestoimpactInternalCustomerKRAs,PresalesCTQsmetrics & external partner interactions.
- Experience with establishing relationships with preferred partners by means of periodic recurring cadences.
- Identifying real-time process disparities and communicating relevant possible affiliation opportunities with partners
- Recommendingstrategiesandprocesseswithintheteamandwiththecustomerinareassuchasprocess optimization, CSAT enhancement & stakeholder management.
- Insightful cross-cultural exposure while working with geographically diversified & multi-functional teams for sharing information and best practices, will be an additional advantage
- Agile, motivated individuals with good interpersonal, analytical, problem-solving and organizational skills are preferred.
Parameterskeytothesuccessofthisposition Are
- 3years+experienceindeveloping&nurturingcustomerrelationshipsorvendor partnerships.
- 5+years experienceforSr. Associates
- Collaborationandcommunicationwithmultiplestakeholderstomaintain QueryResolution TATs
- MonitoringandenhancingcustomerCSAT&NPS Scores
- ReductioninEscalationsfromthecustomerorpreferred partner
Contacts
TheAssociate/Sr.Associate–CustomerSuccess&SalesEnablementwillinteractwiththefollowingpeopleonadaily/weekly basis:
- AssociateDirectorSalesOps/AssociateDirectorTraining& Quality
- Manager–CustomerSuccessandSales Enablement
- RevenueTeam,POD Leaders
- UniversityPartnerships Team
Emeritus provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.
In Press
- https://inc42.com/buzz/edtech-startup-eruditus-fy23-revenue-crosses-inr-3000-cr-mark/
- emeritus harvard business school: Edtech unicorn Emeritus story now a Harvard Business School case study - The Economic Times (indiatimes.com)
