Manager- Student Success

2 days ago

Hyderabad, Telangana, India Uberlife Consulting Full time ₹ 12,00,000 - ₹ 36,00,000 per year

Role Overview

Were seeking a dynamic professional to lead the student support and

engagement function for a prestigious higher education institution offering continuing education to working professionals. The role involves managing help desk operations, mentoring counsellors, optimizing CRM workflows, and driving student satisfaction through proactive support and analytics.

Key Responsibilities

  • Student Engagement & Support

  • Oversee multi-channel student help desk operations (email, chat, calls, CRM)

  • Define SLAs and escalation protocols for query resolution

  • Manage student re-registration processes

  • Team Leadership

  • Recruit, train, and mentor a team of 15+ counsellors/support executives

  • Conduct performance reviews and drive skill development

  • Establish SOPs and knowledge-sharing systems

  • CRM & Process Optimization

  • Manage tools like Salesforce, Zoho, Freshdesk, HubSpot

  • Collaborate with IT/CRM teams to enhance automation and self-service

  • Ensure data accuracy and compliance

  • Analytics & Insights

  • Track query trends and student sentiment

  • Present dashboards and recommend initiatives to reduce query inflow

  • Cross-Functional Collaboration

  • Liaise with academics, admissions, operations, marketing, and communications teams to improve student experience

  • Qualifications

  • MBA (BTech background preferred)
  • 812 years in student support or customer service (education, EdTech, BPO, telecom, banking, airlines)
  • 35 years managing teams of 15+
  • Experience in ticketing/chat processes preferred

Skills & Competencies

  • CRM systems & call center tools
  • SOP adherence & improvement
  • Team management & cross-functional collaboration
  • Business communication, problem-solving, and time management
  • Attention to detail & result orientation

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