Learner Success Manager
- Excelr Edtech
- 1 Positions
- Bengaluru
- 23 days ago
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Job Description
- Monitor and Respond to Reviews: Track reviews across platforms like Google, Trustpilot, Mouthshut, and social media; respond to both positive and negative reviews promptly.
- Resolve Negative Reviews: Engage with dissatisfied students to resolve issues and reduce 1-star reviews by addressing concerns directly.
- Reputation Strategy: Develop and implement strategies for generating positive reviews from satisfied students and promoting ExcelRs online presence.
- Cross-Department Collaboration: Liaise with trainers, faculty, placement teams, and customer support to improve student satisfaction.
- Handle Escalations: Resolve high-priority student complaints and concerns, ensuring timely and empathetic solutions.
- Feedback Analysis: Collect and analyze feedback from students, faculty, and support teams to improve services and anticipate potential issues.
- Issue Anticipation: Proactively identify potential service or policy challenges and create mitigation strategies.
- Continuous Improvement: Lead initiatives to improve the overall student experience, from training quality to support services.
- Reporting & Metrics: Track key performance indicators (KPIs) for customer satisfaction, ORM effectiveness, and service delivery.
- 3- years of experience in customer service, ORM, or related fields, with a strong track record in an EdTech or customer-focused business.
- Expertise in managing negative reviews and resolving customer complaints across multiple platforms.
- Strong communication and interpersonal skills, with the ability to manage and resolve issues effectively.
- Proven ability to collaborate cross-functionally with multiple teams to improve customer experience.
- Experience with feedback analysis and continuous improvement processes.
- Ability to anticipate operational challenges and develop proactive solutions.
- Bachelors or Masters degree in Business Administration, Marketing, Communication, or a related field.
- Experience in EdTech, Digital Marketing, or other student service-oriented industries.
- Familiarity with ORM tools like Brandwatch, Hootsuite, or similar platforms.
- Strong project management skills for improving processes across departments.
About Us:
ExcelR is a premier provider of training and certification programs in diverse fields like Data Science, Digital Marketing, Project Management, and more. We are dedicated to delivering high-quality learning experiences and maintaining a student-first approach.
Role Overview:
We are looking for a highly skilled Learner Success Manager with 3+ years of experience in customer service and online reputation management. This hybrid role involves managing student feedback, ensuring positive online reviews, and working closely with multiple teams to improve overall customer satisfaction and service quality. The ideal candidate will have a strong background in managing customer complaints, handling online reviews, and improving service delivery through cross-department collaboration.
Key Responsibilities:
Online Reputation Management (ORM):
Customer Experience Management:
Operational Strategy & Quality Assurance:
Key Requirements:
Preferred Qualifications:
Employement Category:
Employement Type: Full timeIndustry: E-Learning
Role Category: Customer Service (Domestic)
Functional Area: Not Specified
Role/Responsibilies: Learner Success Manager
Contact Details:
Company: Excelr EdtechLocation(s): Bengaluru
Keyskills: customer service escalations management customer service management customer service operations customer escalation resolution
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