Associate - Learner Management

2 weeks ago

Gurugram, India Novatr Full time

OUR STORY:-


We are a Y-Combinator S21 batch Ed-tech startup, building the up-skilling ecosystem for the community of architects and designers. Our vision is Accelerating adoption of Technology in the AEC Industry. We are working on interesting tech products like project simulations for learners, virtual assistants and personalization. We are solving for the skill gap in this industry globally and have learners from 40+ countries on our platform and counting. We are an early stage startup founded by people from IIT-M and SPA Delhi. We are committed to serve everyone in need with the use of leading technologies


As part of our focus on geographical expansion, we are looking for a talented relationship manager to join our team, to provide excellent support and guidance to our newly launched US cohorts and learners.


As a Learner Management Associate/Sr. Associate, you will:

  • Learner Relationship Management: You will build deep relationships with all the learners assigned to you such that learners look to you for guidance, listen to you for advice, and trust you to solve all their problems promptly and satisfactorily
  • Welcome calls -Onboarding: Reach out to your learners and thank them for choosing Novatr. Tell them about the journey they will experience in the future, and set them up for success during the course
  • Manage End-to-end Learner cycle and engagement. This will include but is not limited to the onboarding, course closure, engagement, payments, along with retention of learners
  • Building process around optimization, learner success, management, etc. improving learner experience at all stages.
  • Milestone Sessions for Learners - Handle onboarding and graduation for assigned cohort(s) & build optimized processes.
  • Evaluate and improve communication - build training modules with the content team, maintain product/customer documentation
  • Build Query processes & tickets - Building systems, reports & escalating critical issues to management or related teams for immediate resolutions.
  • Maintenance of learner feedback. Maintain an active feedback log week over week for the Product Team.
  • Data Collection and KPI Tracking - Analyze data to improve customer experience. Drafting daily, weekly and monthly reports, handling data collection, and coordination with other teams
  • Revenue Realization: Work with your learners to ensure they stay on track with their payment plans and nudge them, as needed to make the requisite payments


You’d fit right in if you:


  • Have at least two years of experience in working closely with US-based clients
  • Have worked in hospitality, customer support, inbound/outbound processes at BPO
  • Have a strong sense of empathy for the customer, and are able to put their needs at the center of your work
  • Have a knack for tracking, meeting, and exceeding targets consistently.
  • Are skilled at cross-team collaboration.
  • Have worked on tools such as HubSpot, Lead squared, Click up, and are comfortable working with Google Sheets.
  • Are able to understand the nuances of what motivates people, and how to align customer expectations with program outlines.
  • Are methodical and meticulous in your data and feedback collection and reporting.


It would be great if, in addition to the above, you:

  • Have worked in Ed-tech, startups, or customer-facing roles
  • Are eager to learn new things and open to feedback
  • Are fun to work with


👋 Perks at Novatr:-

  • Challenging work, High Product Ownership, and Steep Learning Curve are guaranteed
  • You get to be part of a highly young and energetic team
  • Envisage the growth of a company from 5X to 500X

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