Learner Success Manager

About the Role

This position aims to guarantee students have a smooth academic journey from the point of admission through to program completion. It focuses on ensuring excellent student satisfaction, retention through re-registrations, and timely program completions across semesters.

Primary Responsibilities

• Serve as the initial point of contact between students and the university.
• Act as a liaison connecting students with various university departments.
• Monitor academic progress and inform students about deadlines and submission statuses in line with the university calendar.
• Address a wide range of student inquiries—academic, administrative, LMS-related, fee payments—through calls, emails, and chats.
• Help students with subject-specific academic questions each semester.
• Encourage students to meet their academic deadlines and requirements punctually.
• Proactively communicate updates about course progress mainly via outbound calls and respond to inbound calls and emails as needed.
• Provide personalized, clear, and detailed responses to enhance student satisfaction, increase active learner engagement, and reduce recurring queries or complaints.
• Develop, follow, and suggest enhancements to existing processes.
• Identify and escalate critical issues while coordinating with internal teams to ensure prompt resolution within set turnaround times.
• Drive high student re-registration rates and effective completion of academic programs.
• Deliver concise and precise information using effective communication techniques.
• Adapt effectively to changing situations and environments.
• Utilize interpersonal skills and data insights to manage and resolve conflicts.
• Discourage last-minute submissions of Internal Assessments, Project Synopsis, and Project reports.

Internal and External Interactions

• Collaborate internally with course coordinators and student support executives.
• Engage externally with students and visiting faculty or subject matter experts.

Candidate Profile

• Postgraduate degree from a recognized university in Management, Commerce, Journalism, Computer Applications, or Information Technology.
• Between 2 to 6 years of experience in academic advising or student counseling.
• Familiarity with university academic procedures.
• Good interpersonal and organizational skills.
• Experience using ticketing systems and customer relationship management (CRM) software.
• Strong verbal, listening, and written communication capabilities.
• Problem-solving skills and ability to analyze issues.
• Ability to handle stress and maintain attention to detail.
• Team player, quick learner, capable of multitasking.
• Willingness to work rotating shifts on weekends.
• Ability to build positive relationships with students and colleagues.
• Proficient with computers, particularly Excel for MIS updates and reporting, and PowerPoint for presentations.
• Experience handling both inbound and outbound calls is preferred.