Manager – Customer Success & Engagement About Us : Aakash EduTech Pvt. Ltd. AEPL is the digital learning arm of Aakash Education Services Ltd. AESL. AEPL is a rock solid team of + passionate individuals within 2 strong online learning brand names, under its umbrella: Aakash Digital digital.aakash.ac.in : Access to education in the test-prep segment by removing barriers of geography, income, safety or time. Our unique digital offerings i.e. Aakash Live – live online classes, Aakash iTutor – recorded video lectures and Aakash Practest – integrated test series facilitate right guidance to students preparing for competitive exams from the safety and comfort of their homes. We have a reach in almost 7+ countries and + cities world-wide. Meritnation : – Is India’s leading online learning platform for school students with over 2.0 crore enrolled students across CBSE, ICSE and leading state boards. – It’s an online tuition company with course offerings for class 1 to 12. The company has subscribers PAN India as well as in the Mid-East and has offices across 15 cities in India. Meritnation was a pioneer in Live Classes with more than ,+ hours of live class delivered on the platform till date. Summary : We are looking for an experienced professional to drive engagement and learning for Foundation Meritnation Students. Essential Duties and Responsibilities : Operations : – Drive key engagement activities for customers Parents & Students viz: – New customer handholding thru Welcome Call Validation, Education & Correction, if required – Customer renewals / retention – Driving on-call parent & student engagement – Tracking & improving customer attendance Obtaining feedbacks for corrective actions – Instalment Payment realization – VOC collection, Analysis and Action Planning – VOC collections based on renewal calling, attendance tracking, Surveys – VOC analysis RCA & Action Planning – Identify product initiatives for better learning delivery – Engage students for feedback and drive corrective actions – Address student-level academic issues effectively and efficiently – Work with academics/ technology to execute engagement initiatives – Measure effectiveness of engagement initiatives – pre and post sales – Dashboarding & Stakeholder management – Adherence & Compliance – Timely delivery of all Ops reports & dashboards – Liaising with other functions like Sales, Academic, Product, Tech, Customer Service for issue resolution & action planning Data Analytics : – Strong analytical capabilities & well-versed with MS Office Excel, PowerPoint, Word – Excellent MS Excel capabilities: Hands on knowledge of various formulas / functions viz vlookup, pivot tables, countif, concatenate etc. – While knowledge of MS Excess / SQL is not mandatorysho wever would be preferred Team Management : – Lead the team of academic counselors driving engagement calling with students – Team / People Management Driving 1-on-1 & Skip level discussion, R&R for the team – Measuring daily activities of team Productivity per process / per activity The original job offer can be found in Kit Job: https://www.kitjob.in/job/23699222/aakash-digital-manager-customer-success-engagement-4-8-yrs-fdd937-nct/