Customer Relationship Manager

JOb Title : Customer Relationship Manager Overview: ● As a Customer Relationship Manager at Uptor, 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 guide 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 Job Type: Full-time Pay: ₹19,647.10 - ₹23,754.89 per month Benefits: Health insurance Paid sick time Provident Fund Schedule: Day shift Experience: Customer relationship management: 1 year (Required) CRM : 1 year (Required) Language: English (Preferred) Work Location: In person Speak with the employer +91 9884222174