Responsibilities:
- Lead and manage a team of Success Coaches, ensuring they're well-prepared to guide their alloted students. Provide ongoing training, feedback, and resources for guiding students effectively.
- Create specific plans to boost Success Coach effectiveness, focusing on engaging students, completing courses, reducing dropouts/churn, and ensuring they continue subscribing each month to increase student retention.
- Regularly assess Success Coaches, provide guidance, implement feedback channels and monitor progress of success coaches.
- Ensure to update team training manuals and playbooks regularly based on learners mindset and behavior.
- Taking responsibility for the team outcomes, performance and efficiency, reach monthly team outcomes for student retention.
- Make sure students consistently learn with the help of Success Coaches and stay on track with the course.
- Handling escalations from time to time and improving customer experience.
- Analyzing and sharing active feedback and trends about the learners behavior, pain points, challenges to product teams to improve customer experience.
- Take ownership of the student's learning journey from onboarding to placement preparation.
Qualifications and Skills Required:
- Strong communication skills in English (Verbal and Written)
- 1-2 years of experience in Customer success or Customer support roles
- Leadership skills with the ability to motivate and guide a team towards achieving collective goals.
- Customer focus and adaptability to different personality types
- Ability to multitask, set priorities and manage time effectively
- Problem solving and growth mindset.
- Must be strong in handling objections
- Person who is very dedicated, works hard, and is very determined.
- Work experience with ed-tech companies will be an added advantage.
Languages:
- Excellent Proficiency in English
- Native languageTamil