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    • Student Success Manager - Vijayawada, India - Vedantu

    Vedantu
    Vedantu Vijayawada, India

    1 month ago

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    Description

    Job Description

    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.

    Key Responsibilities:

    • Student Net Promoter Score (NPS): Monitor and improve student satisfaction levels, ensuring the average NPS remains over 5-0%. 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.
    • 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.
    • Team Performance: Manage, mentor, and monitor the performance of Student Academic Mentors (SAMs) and Operations Associates to meet key metrics, ensuring that at least 98% of 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.
    • 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.

    Requirements:

    • Bachelor's degree in education, management, or related fields (Master's preferred).
    • 5+ years in student success, customer success, or similar roles with team management experience.
    • 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 time lines.
    • Proficiency in data management tools and reporting.
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