Student Account Manager

Job Summary:

Student Account Manager (SAM)

Following is a detailed job description

1. Parent Relationship Management

• Build and nurture strong, trust-based relationships with parents.
• Proactively address parent concerns and ensure all queries are resolved promptly.
• Ensure high parent satisfaction and achieve monthly NPS (Net Promoter Score) targets.

2. Communication & Empathy

• Communicate effectively with parents, showing empathy and professionalism at all times.
• Demonstrate strong written and verbal communication skills in English.
• Remain calm, composed, and solution-oriented under pressure.

3. Renewals, Upsell & Cross-sell

• Identify and act on opportunities for course renewals, upgrades, or cross-selling.
• Execute strategic upselling initiatives to increase customer value.
• Maintain a healthy pipeline of potential closures through relationship-building.

4. Cross-functional Coordination

• Collaborate with internal teams (Sales, Tech, Teaching, and Ops) to align on student progress and parent needs.
• Ensure seamless execution of solutions and timely resolution of issues.

5. Reporting & Insights

• Generate and present regular reports on account performance, renewals, and potential growth areas.
• Provide data-backed insights to support strategic decision-making.

Qualifications:

• Bachelor’s degree in Business, Operations, or a related field.
• 1–3 years of experience in Account Management, Customer Success, or a similar role.
• Strong interpersonal, communication, and problem-solving skills.
• A proactive and empathetic approach to relationship management.
• Ability to thrive in a fast-paced, high-growth environment.