Student Success Manager

About the Company

The Student Success Manager plays a critical role in ensuring a seamless and impactful student experience. This position is responsible for managing student engagement, driving operational excellence, and leading a team of Student Academic Mentors (SAMs) and Operations Associates at their respective centres to deliver a super student experience at the centres. The role is performance-driven with clear KRAs tied to student satisfaction, test attendance, team performance, and grievance resolution.

Key Responsibilities:

1. Handling the Student Net Promoter Score (NPS)

● Monitor and improve student satisfaction levels, ensuring the average NPS remains over

50%.

● Analyze feedback to identify patterns and implement strategies to enhance student

experiences.

● Work closely with teams to address factors impacting NPS and take proactive measures

for improvement.

2. Test Attendance

● Ensure at least 70% of students in every batch attend scheduled tests.

● Collaborate with stakeholders to ensure that the student attends tests by ensuring timely

test related academic support as well as reminders.

● Identify barriers to participation and develop interventions to boost test attendance.

3. Team Performance

● Manage, mentor, and monitor the performance of Student Academic Mentors (SAMs)

and Operations Associates to meet key metrics, ensuring that the team members are

performing as per the required and set standards

● Provide regular coaching, feedback, and training to ensure a high-performing and

motivated team.

● Foster a culture of accountability and excellence within the team.

4. Grievance Handling and Resolution

● Ensure 100% of student grievances are resolved within the TAT of 24 hours.

● Ensure that the team responds to all student queries within 2 hours, maintaining high

responsiveness and communication standards.

● Establish efficient grievance resolution workflows and maintain proper documentation.

● Identify recurring issues and implement systemic solutions to reduce grievance

occurrences.

Skills & Qualifications:

● Education:

preferred).

● Experience: 2+ years in student success, customer success, or similar roles with team

management experience.

● Skills:

○ Strong leadership and team management abilities.

○ Excellent communication and interpersonal skills to manage multiple

stakeholders at the centre as well as central team

○ Analytical mindset to monitor performance metrics and implement improvements.

○ Proven ability to handle escalations and resolve grievances within set timelines.

○ Proficiency in data management tools and reporting.