Key Account Management Specialist | Working Professional

Designation- Key Account Management Specialist

BU- Working Professional

Location- Mumbai (Andheri-Marol)

Salary Range- 5LPA- 7LPA

Shift Details- Mon- Fri | 10:30AM- 7:30PM | Work From Office

We are looking for a candidate with 2+ years of experience in Key Account Management, Customer Relationship Management, or Client Servicing, with excellent communication skills. The role requires being on learner calls for approximately 3 hours daily.

Key Responsibilities:

• Manage Learners:

  Handle a portfolio of around 900 learners, ensuring over 90% engagement and course completion.

• Build Relationships:

  Communicate regularly and clearly with learners to solve their queries, motivate them, and keep them on track.

• Work with Teams:

  Coordinate with program, content, academic, and operations teams to ensure smooth delivery and quick issue resolution.

• Support Projects:

  Take part in short-term projects to provide customized support for new initiatives.

• Track Satisfaction:

  Monitor learner satisfaction (NPS, CSAT, SLA) and create strategies to improve these scores.

• Resolve Issues:

  Manage escalations and handle difficult learner situations with professionalism and empathy.

• Use Tools:

  Work on CRMs like Freshdesk, Zendesk, Salesforce, or similar platforms to track learner interactions.

Requirements:

• Bachelor’s degree
• 2–4 years of experience in learner success, customer success, or a similar role (ed-tech experience is a plus).
• Strong communication skills and a proactive approach.
• Hands-on experience with CRMs like Freshdesk, Zendesk, or Salesforce.
• Ability to manage a large learner base while ensuring high satisfaction and completion.
• Knowledge of SLA, NPS, and CSAT metrics.
• Good at problem-solving, multitasking, and working with different teams.