Student Success Associate

2 days ago

Lucknow, India Mentor Match Full time

Key Responsibility Areas (KRAs) for Relationship Manager (Customer Success Roles) at

Mentor Match


1. Ensure Regular Session Consumption

  • Monitor session utilization for each student and address delays or low consumption trends.
  • Proactively engage with students and parents to discuss progress and encourage timely session completion.

2. Drive Student Academic Progress

  • Collaborate with tutors to track student performance and provide actionable feedback to parents.
  • Recommend additional support or resources to enhance academic outcomes.

3. Maximize Student Retention

  • Conduct regular check-ins with both students and tutors to resolve issues promptly.
  • Implement feedback loops to improve satisfaction and minimize churn.

4. Increase Referrals

  • Leverage positive relationships to encourage referrals from satisfied parents and students.
  • Partner with the marketing team to streamline referral incentives and communication.

5. Provide On-Time and Effective Customer Support

  • Respond to customer queries within SLA timeframes (email, phone, or chat).
  • Solve escalations efficiently, ensuring customer satisfaction and trust.

6. Build Relationships to Improve LTV

  • Conduct bi-monthly touchpoints with customers to discuss student progress and potential upsell opportunities.
  • Act as a trusted advisor for customers to create long-term value.

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