ABOUT US

Headquartered in Bengaluru, Unacademy is Indiaʼs largest learning platform that brings expert educators together with millions of students in need of quality education. The largest Unicorn Edtech in India is now expanding into Offline way of Learning. We have scaled to 63 centres in 40 different cities catering to more than 40,000 learners. To know more download the Unacademy Learning app from Play Store, App Store or visit us at https://unacademy.com/

Job Title: Customer Success Director

Location: Bengaluru

Mode: Work from Office

Job Summary: We are seeking a dynamic and strategic individual to join our team as the Customer Success Director for Offline Undergraduate (UG) Centres. In this crucial role, you will be responsible for ensuring an exceptional learner experience, high customer satisfaction and the overall success of our offline UG centres.

Key Responsibilities:

Learner Experience Management:

Develop and implement strategies to enhance the overall learner experience at offline UG centres.

Collaborate with internal teams to ensure seamless coordination between online and offline learning experiences.

Customer Satisfaction:

Establish and maintain key performance indicators (KPIs) to measure and improve customer satisfaction.

Conduct regular feedback sessions and surveys to gather insights for continuous improvement.

Operational Excellence:

Oversee the day-to-day operations of offline UG centres, ensuring efficiency and adherence to quality standards.

Collaborate with the operations team to address any operational challenges and streamline processes.

Team Leadership:

Build and lead a high-performing customer success team, providing mentorship and guidance.

Foster a culture of customer-centricity and continuous improvement within the team.

Stakeholder Collaboration:

Work closely with cross-functional teams, including marketing, sales, and curriculum development, to align strategies and goals.

Collaborate with academic experts to ensure curriculum relevance and effectiveness.

Data Analysis and Reporting:

Utilize data analytics to identify trends, opportunities, and areas for improvement.

Prepare and present regular reports to senior management on customer success metrics.

Qualifications:

• Bachelor’s degree in business, marketing, or a related field; Master’s degree is a plus.
• Proven experience in customer success.
• Strong leadership skills with a track record of building and managing high-performance teams.
• Excellent communication and interpersonal skills.
• Analytical mindset with the ability to leverage data for decision-making.
• Strategic thinking and the ability to drive initiatives that contribute to business objectives.