Operations and Customer Success Executive

Operations and Customer Success Executive

About Mentoria

Mentoria is a leading career discovery and planning platform dedicated to helping individuals make informed career choices. We combine psychometric assessments, expert counseling, and an expansive knowledge base to guide students and professionals on their journey. We are looking for a highly motivated and customer-focused individual to join our team as an Operations and Customer Success Executive.

Key Responsibilities

As an Operations and Customer Success Executive, you will be the crucial link between our customers, our counselors, and the successful delivery of the Mentoria experience.

1. Customer and Counsellor Scheduling & Alignment (B2B Focus)

• Customer Session Management
  : Getting on calls with
  B2B revenue stream
  customers
  to understand their needs and align their counseling sessions with the
  most relevant counselors
  .
• Counsellor Enablement:
  Proactively managing and optimizing the schedules of all our counselors to ensure they receive adequate sessions that match their expertise and the customer's requirements.

2. Service Excellence and Grievance Resolution

• Conflict Resolution:
  Taking ownership of and
  resolving any challenges
  that arise before, during, or after the counseling session for both the customer and the counselor.
• Grievance Handling
  : Managing
  complaints, dealing with unhappy customers, and ensuring their experience is corrected
  and restored through high-quality service recovery.
• Customer Onboarding
  : Conducting
  briefing calls
  with new customers and counselors to ensure they fully understand and can utilize the Mentoria process effectively.

3. Customer Engagement and Feedback

• Feedback Collection
  : Systematically collecting
  customer feedback
  across all revenue streams via calls and video sessions.
• Advocacy & Testimonials:
  Proactively working to get
  positive customer reviews and testimonials
  to build brand credibility.
• Relationship Building:
  Supporting the execution of
  up-selling, connecting, and building strong relationships
  with both new and existing customers.
• Past Customer Outreach: Reaching out to past customers
  to understand their additional challenges, map their career journey, and provide support through relevant research/information via the content team.

4. Reporting, Data, and Execution

• Corporate Reporting:
  Creating performance
  dashboards
  for our corporate partners.
• Strategic Reporting:
  Creating essential
  pulse reports
  and
  CSR donor reports
  .
• Travel & Implementation: Travelling Pan
  India for CSR and B2B implementation and execution efforts.
• Proven experience in an
  Operations or Customer Success
  role, preferably within a B2B or EdTech environment.
• Excellent
  verbal and written communication skills
  with a clear focus on empathy and persuasive communication.
• Strong
  problem-solving skills
  with a calm and constructive approach to grievance handling.
• Highly
  organized
  with excellent time management and scheduling capabilities.
• Willingness to
  travel
  as required for B2B and CSR implementation projects.

Qualifications and Skills

• Proven 2-3 years of experience in an
  Operations or Customer Success role
  , preferably within a B2B or EdTech environment.
• Excellent
  verbal and written communication skills
  with a clear focus on empathy and persuasive communication.
• Strong
  problem-solving skills
  with a calm and constructive approach to grievance handling.
• Highly
  organized
  with excellent time management and scheduling capabilities.
• Willingness to
  travel
  as required for B2B and CSR implementation projects.

Why Join Mentoria?

1. Impactful Product:
   Directly empower professional counsellors, magnifying your impact on career guidance globally
2. Growth Path:
   Opportunities for advancement to leadership and team management roles based on consistent performance.
3. High Earning Potential:
   Position structured to reward exceptional closing performance.