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Executive - Customer Experience

4 months ago

Industrial Area, India I Dream Education Pvt Ltd Full time

**Executive - Customer Experience | 1 to 3 years**

**Job code: SMG00005**

**, Onsite (Please note, this is not a remote working role / No Work from home for this role currently)**

**Location: Gurugram, India**

**Minimum exp: 1 year (Full-time)**

**Primary and Must have skills**:

- Minimum of 1 year experience in customer experience role, preferably in an Edtech product for K-12 segment
- Be part of the customer success team and own a process in user onboarding journey
- Own the Revenue Operations end-to-end for our Customers; helping out Customers from post-sales to program onboarding
- Ensure good customer experience and execute a feedback loop to improve the related processes
- Organize and manage work and report progress
- Problem solving skills to handle work scenarios, take decisions and manage the work in a time effective manner
- Manage the implementation and optimisation of customer experience programs and initiatives to ensure a best in-class customer experience
- Communicate and evangelizes a customer experience vision and defined goals to stakeholders that drive consistent end to end customer experience across the organization

**Good to have skills (Additional)**:

- Team player
- Enthusiastic and taking feedback

**Personality skills**:

- Non Distracted, Focussed and Disciplined
- Analytical, Problem-solving and Calculative aptitude
- Humility to Learn, share & keep improving
- Professional, Organized & a Team Player
- Understands importance of excellent and proactive communication in all formats

**About iDream Education**

**Our Roots and Vision**

iDream Education is an ed-tech startup with a vision to facilitate universal access to learning and growth. Our solutions are designed to break the learning barriers of languages, boards, location or socio-economic status, and empower every student to Learn Unlimited.

**Our Solutions & Assets**

We develop digital learning solutions for Classes 1st to 12th in English medium, Hindi medium and local languages including an all inclusive, multi OS learning app, learning tablets and Smart Classrooms.

**Our Key Differentiators**
- iPrep works both offline and online, and therefore serve all learning needs of students without any dependence on internet
- It enables seamless learning on all devices - Mobile, Tablets, Smart TVs and Interactive Touch Panels in Classrooms
- iPrep is multilingual, and offers digital content in English medium, Hindi medium, and plans for other major Indian languages for pan country reach.
- With a teacher connect app, it integrates in-school guided learning with at-home self learning.
- iPrep also offers rich and comprehensive test preparation courses for all major competitive exams

iDream Education was awarded as top ten Startups in Education by National Startup Awards 2020 and awarded by Google India in 2017, by Yes Bank Foundation in 2018 and by Nasscom MBillionth Awards in 2020.

**Our Roadmap**

We are working to build iPrep as the most trusted, comprehensive and all inclusive Super App for K-12

**Our Core Values and Work Principles**

At iDream Education, we are a purpose driven startup and are building a team aligned to our vision, culture and values.

Our core work values & principles are:
**Oneness** - We believe in the fundamental oneness of all existence, and all our work, solutions, designs, content and business approach is based on this underlying principle of Oneness.

**Equal Opportunities - **We stand for equal growth opportunities for everyone in the company and in our user/partner/customer ecosystem.

**Always Learning** - Our culture is to always keep learning and improving with humility and self confidence.

**Exponential Growth & Evolution** - We aspire the company, our team members and our users to grow exponentially in all dimensions and keep evolving everyday.

**Collective Responsibility** - Our culture aspires to empower every team member to take ownership and responsibility of the collective vision and its manifestation.

**Skills, Experience & Personality Fitment for this Profile**

Tracking customer experiences across online and offline channels, devices, and touchpoints

Collaborating with IT developers, as well as the production, marketing, and sales teams to enhance customer services and brand awareness

Aligning customer experience strategies with marketing initiatives. as well as informing customers about new product features and functionalities

Identifying customer needs and taking proactive steps to maintain positive experiences

Analyzing customer feedback on product ranges and new releases, as well as preparing reports

Documenting processes and logging technical issues, as well as customer compliments and complaints

Keeping informed of industry trends and new CRM technologies

Possess energies and capabilities to experience tremendous growth in learning, deep dive development, take end to end responsibility of the role and join hands to scale our solutions together with our te