Student Success Associate

2 weeks ago


Delhi, India Mentor Match Full time

Key Responsibility Areas (KRAs) for Relationship Manager (Customer Success Roles) atMentor Match1. 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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