Student Success Associate

2 weeks ago

Delhi, 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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