Customer Relations Manager (Edu-Tech)

Job Title : Customer Relationship Manager

Overview:

● As a Customer Relationship Manager at Uptor (IT Course), you'll oversee the end-to-end student journey — from onboarding to course completion.

● Your role will be pivotal in developing strategies that ensure students are engaged, supported, and satisfied, while also minimizing drop-offs and improving learning outcomes.

● You'll work cross-functionally with the Product, Support, Sales, and Trainers to create meaningful learning experiences and scale student success operations.

Key Responsibilities

● Student Lifecycle Ownership : Own and optimize the entire student journey — onboarding, live classes, recordings, assignments, and final project support.

● Ensure each phase delivers maximum value, support, and motivation

● Act as the primary relationship holder for assigned student cohorts

Engagement, Retention & Satisfaction

● Develop proactive strategies to boost attendance, assignment submissions, and course completion

● Track and reduce student inactivity and drop-offs through personalized follow-ups

● Drive consistent student satisfaction and repeat enrollments through empathetic support

Support & Query Resolution

● Manage and resolve learner queries with a strong SLA/TAT framework

● Coordinate with Support and Ops teams for escalated issues

● Ensure every student feels heard, valued, and guided

Student Advocacy & Feedback

● Build strong relationships with learners and gather regular feedback across the course journey

● Share actionable insights with Product teams to improve class quality

● Nurture student success stories and potential brand advocates

Data-Driven Improvements

● Leverage data from CRMs, attendance logs, and assignment dashboards to monitor student health

● Identify trends in drop-offs or low engagement and initiate timely interventions

● Track and report key metrics: Attendance %, CSAT, NPS, Completion Rate, Query TAT Process

Optimization & Scalability

● Build repeatable processes and touchpoints for student check-ins, nudges, and post-class follow-ups Final Success Metrics

● Net Promoter Score (NPS)

● Attendance & Assignment Submission Rates

● Student Satisfaction (CSAT)

● Drop-off Recovery Rate

● Query Resolution Time

● Student’s Feedback Ideal Candidate Profile

● 2–3 years experience in Student Success, Tele-counseling, or Customer Support

● Excellent communication in English and Tamil

● Empathetic, detail-oriented, and proactive in solving problems

● Prior experience in EdTech or student engagement roles preferred