Manager - Student Success

Role & responsibilities

1. Student Engagement

• Oversee day-to-day operations of the student help desk and ensure timely resolution of student queries across all channels (email, chat, calls, CRM).
• Define and monitor service-level agreements (SLAs) for response and resolution times.
• Establish escalation protocols and ensure complex cases are handled effectively.
• Responsible for student re-registration to subsequent semesters.

2. Team Leadership & Development

• Recruit, train, and mentor a team of student counsellors / support executives.
• Conduct performance reviews and ensure ongoing coaching and skill development.
• Create knowledge-sharing systems and standard operating procedures (SOPs) to maintain consistent communication quality.
• Lead and manage both the team responsible for student engagement and re-registration.

3. CRM & Process Optimization

• Manage and optimize CRM tools (e.g., Salesforce, Zoho, Freshdesk, HubSpot, etc.) for student engagement tracking and reporting.
• Collaborate with IT/CRM teams to enhance automation, workflows, and self-service options.
• Ensure data accuracy, consistency, and compliance with institutional policies.

4. Analytics & Insights

• Track and analyze student query trends to identify root causes and opportunities for proactive support.
• Present regular reports and dashboards highlighting performance metrics, recurring issues, and student sentiment.
• Recommend initiatives to improve student satisfaction and reduce query inflow.

5. Cross-Functional Collaboration

• Work closely with academics, admissions, and operations teams to resolve systemic issues affecting student experience.
• Partner with marketing and communications teams to ensure students receive timely and clear information

Preferred candidate profile

• MBA, candidates with a BTech background from a reputed institute are desirable
• Minimum 8 - 10 years of post-qualification work experience in managing student query and resolution system, Student Support Services in Universities, Educational Institutions, EdTech Training Companies, Test Prep / Assessment Companies or Skill Development Companies
• Candidates should have a minimum of 3 - 5 years experience in managing a team size of min 15 people