Student Relationship Manager

About Us – Veranda HigherEd
Veranda HigherEd

, a part of 
Veranda Learning Solutions

, is committed to delivering world-class education through advanced online programs. We offer live, interactive certification and degree programs in collaboration with leading universities like 
IITs, IIMs, LPU, Sastra

, and more. Our mission is to provide 
affordable, high-quality, and outcome-oriented

education that empowers working professionals and learners to upskill for the future.

Parent Company:
 Veranda Learning SolutionsA listed edtech company founded by the 
Kalpathi AGS Group
, offering diverse learning solutions across test prep, skilling, and executive education.

Role OverviewAs a Customer Service Executive, you will be the primary point of contact for our learners. You will ensure a smooth customer experience by addressing queries, resolving issues, and providing proactive support through various communication channels.
Key Responsibilities

• Respond to student and parent inquiries via phone, email, chat, and social media in a timely and professional manner.
• Provide accurate information regarding courses, programs, and policies.
• Resolve customer issues effectively while maintaining a positive and empathetic approach.
• Coordinate with internal teams (sales, academic, operations) to ensure prompt resolution of escalated concerns.
• Track, document, and follow up on customer interactions using CRM tools.
• Gather feedback and share insights to improve the overall learner experience.
• Meet defined service level agreements (SLAs) and performance targets.

Requirements

• Bachelor's degree in any discipline.
• 1–5 years of experience in customer service (experience in the EdTech or education sector preferred).
• Excellent communication and interpersonal skills (fluency in English is a must; regional languages are a plus).
• Strong problem-solving and multitasking abilities.
• Familiarity with CRM systems and MS Office tools.
• Positive attitude, patience, and a learner-centric approach.

What We Offer

• Opportunity to be part of a rapidly growing EdTech company.
• Collaborative and supportive work environment.
• Learning and development opportunities to grow within the organization.
• Competitive salary and performance-based incentives.

Role and Responsibilities:
As a Student Relationship Manager, you will play a crucial role in assisting students throughout their academic journey and enhancing student experience. You will be responsible for building strong relationships with students, understanding their needs, and ensuring they have a lasting impression with our educational products and services.

Support and Guidance: Provide support to students throughout their learning journey starting from onboarding till certificate issuance including (but not limited to) document collection & verification, data maintenance and reporting, live session monitoring, instalment collection (as applicable), campus immersion support, student progress tracking etc.

Student Engagement: Foster strong relationships with students to enhance their experience and retention. Connecting with students on a monthly basis and act as a primary point of contact for student inquiries and concerns.

Program Delivery: Coordinating with internal and external teams to ensure successful program launch and execution ensuring that the program gets delivered as per schedule.

Problem Resolution: Address and resolve any issues or challenges faced by students in a timely and effective manner.

University/Institute Coordination: Coordinating with university/institute counterparts to ensure program delivery as per program design.

Feedback Collection: Gather and analyse student feedback to identify areas for academic and administrative improvement.

New Business Generation: Generating referral business from existing students and contributing effectively to the organizational goal.

Experience:
 1- 5 Years of Experience in customer services and back-end operations (preferably in education or BFSI sector)

Strong interpersonal and communication skills with ability to communicate effectively with diverse students

Proficiency in MS Office (mandatory)

Persuasion skills will be an added advantage