Relationship Manager

JD

Managing the customer base of 300 parents/students.

Responding to customer queries promptly and accurately, via phone, email, or chat.

Coordinating with subject teachers and students to ensure classes are conducted as

scheduled.

Coordinating with all stakeholders as and when required for class rescheduling.

Gathering feedback from parents, students, and teachers to improve class functioning

processes.

Maintaining strong relationships with students and parents, ensuring renewals, upsells,

and cross-sells of Turito's products, while meeting retention/renewal revenue targets.

Responsible for churn control and maintaining a high customer retention percentage.

Maintaining a tracker of ongoing and upcoming classes, along with communication

logs through phone, chat, email, and other channels.

Adhering strictly to Turito's processes in responding to client issues.

Gathering customer feedback and sharing it with teachers and relevant departments for

issue resolution.

Creating an inspiring team environment with open communication.

Setting clear goals, delegating tasks, and setting TAT (Turnaround Time).

Monitoring team performance and enabling development opportunities through

participation in various initiatives.

Preparing development plans for team members and tracking their implementation.

Listening to team members feedback and resolving conflicts, if any.

Suggesting and implementing team-building activities.

Having a customer-centric approach.

Working with the team on resolving customer queries promptly.

Conducting quality audits of existing processes and reporting process gaps to

immediate managers.

Requirements:

Experience as a Relationship Manager in EdTech or similar role for 3-4 years.

Experience using CRM tools will be an added advantage.

Excellent communication and problem-solving skills.

Multi-tasking abilities.

Patience when handling tough cases.

Education

Graduate in any discipline with good communication and written skills.

Timings: