About The Role
The Senior Academics Coordinator is the single point of contact after enrollment, ensuring flawless handovers from Sales to Academics and preventing information loss. They align sales promises with operational reality by communicating course structure, schedules, faculty allocation, and curriculum updates.
They own onboarding and parent/student support—welcome communications, platform walkthroughs, batch allocation, first-class scheduling, and tech issue resolution. They proactively update parents on progress, handle escalations with empathy, and run regular check-ins to boost satisfaction and retention.
They maintain academic knowledge and parent-facing collateral, capture feedback for course improvement, and run trackers and reports on onboarding health, query TATs, escalations, and dropout risk. They identify recurring issues and drive process fixes to reduce friction between Sales and Academics.
Key Responsibilities
Sales–Academics Coordination
- Act as the single point of contact (SPOC) between the Sales/Counselling team and the Academic/Faculty team post-enrollment
- Ensure smooth handover of student/parent information from sales to academics with zero information loss
- Communicate course structure, batch schedules, faculty allocation, and curriculum updates clearly to the sales team so they can set correct expectations with prospects
- Flag and resolve mismatches between what was promised at the point of sale and what is academically/operationally feasible
Parent & Student Onboarding
- Own the end-to-end onboarding journey for new enrollments — welcome calls/messages, platform/app walkthroughs, batch allocation, and first-class scheduling
- Ensure parents and students clearly understand the course structure, timelines, deliverables, and how to access support
- Coordinate with tech/product teams to resolve login, access, or platform issues during onboarding.
Parent Support & Relationship Management
- Serve as the go-to point of contact for parent queries, concerns, and escalations throughout the course duration
- Proactively update parents on student progress, attendance, performance, and upcoming milestones
- Handle complaints/escalations with empathy and resolve them in coordination with academic and sales teams
- Drive parent satisfaction and retention through regular check-ins
Academic Knowledge & Content Ownership
- Develop strong working knowledge of all current and upcoming courses — curriculum, learning outcomes, faculty, pricing, and differentiators
- Stay updated on new course launches, syllabus changes, and competitive positioning to brief both sales and support teams accurately
- Support the academic team in preparing FAQs, course comparison sheets, and parent-facing collateral
- Assist in gathering academic feedback from students/parents to relay to curriculum/faculty teams for continuous improvement
Process & Reporting
- Maintain trackers for onboarding status, query resolution TAT, escalations, and renewal/dropout risks
- Generate regular reports for management on onboarding health, parent satisfaction, and academic query trends
- Identify recurring issues and recommend process improvements to reduce friction between sales and academics.
Required Skills And Qualifications
- Bachelor's degree in any discipline (Education, Business, or related field preferred)
- 2–6 years of experience in ed-tech, academic operations, customer success, or similar cross-functional roles
- Excellent verbal and written communication skills in English and [Hindi/regional language as applicable]
- Strong stakeholder management — comfortable speaking with parents, sales reps, and faculty alike
- High EQ — patient, empathetic, and solution-oriented when handling parent concerns
- Quick learner with genuine interest in understanding academic content/curriculum
- Proficiency in CRM tools (e.g., LeadSquared, Salesforce), Excel/Google Sheets, and basic reporting
- Ability to multitask and work in a fast-paced, target-driven ed-tech environment
Good To Have
- Prior experience in K-12, test prep, upskilling, or higher-ed course-selling ed-tech companies
- Familiarity with LMS platforms and ed-tech CRM/ticketing tools
- Experience handling parent/customer escalations in an education context.
