Manager- Student Success
4 days ago
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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