NxtWave - Head - Success Coach

Head - Success Coach

Job Overview:

As a Head of Success Coach, you will play a pivotal role in leading a team of Sr Success Coaches, Success Coaches etc. in ensuring that our students have a seamless and delightful experience learning with NxtWave. Your primary responsibility will be to understand and address the needs, concerns, and feedback of our customers while strategizing and implementing initiatives to enhance overall satisfaction and loyalty.

Roles & Responsibilities:

Leading a team of Sr Success Coaches:

- Lead and manage a team of Sr Success Coaches, ensuring they're well-prepared to guide Success Coaches. Provide ongoing training, feedback, and resources for guiding students effectively.

- Create specific plans to boost Sr Success Coach effectiveness, focusing on engaging students, completing courses, reducing dropouts/churn.

- Regularly assess Sr Success Coaches & Success Coaches, provide guidance, implement feedback channels and monitor progress of students.

- Taking responsibility for the team outcomes, performance and efficiency, reach monthly team outcomes for student retention & course completion.

- Make sure students consistently learn with the help of Success Coaches and stay on track with the course.

Customer Support and Issue Resolution:

- Respond promptly to customer inquiries and concerns through various channels (email, chat, phone), providing accurate and helpful information.

- Investigate and troubleshoot customer issues, working closely with relevant teams to resolve problems effectively.

- Ensure all customer support interactions are recorded, tracked, and resolved in a timely manner using CRM tools.

User Feedback Surveys:

- Conduct periodic NPS/user feedback surveys to gain insights and implement necessary improvements.

- Continuously improve the NPS of the products through various initiatives

- Collaborate with the product development team to implement customer-driven feature enhancements.

Onboarding:

- Oversee the onboarding process for new customers, guiding them through the platform's functionalities and features.

Customer Satisfaction and Feedback Analysis:

- Monitor customer satisfaction metrics and feedback trends to identify areas for improvement.

- Gather, analyze, and interpret customer feedback to propose actionable recommendations to the management team.

- Implement strategies to turn dissatisfied customers into enthusiastic advocates of our platform.

Cross-Functional Collaboration:

- Collaborate with the sales team to ensure a smooth transition from lead to customer, ensuring their expectations are met.

- Provide valuable insights to the product team to improve the user interface, core learning and overall user experience.

Who are we looking for?

- Proven experience in customer experience, customer success, or a related customer-facing role, preferably in a tech startup environment.

- Excellent communication skills in Telugu with the ability to empathize with customers and address their concerns tactfully.

- Strong problem-solving skills and the ability to think critically in fast-paced situations.

- Familiarity with CRM tools and customer support software.

- A passion for education and a genuine interest in enhancing the learning experience for students

- Ability to thrive in a collaborative team environment and work with cross-functional teams.

Why NxtWave:

- Get a front-row seat to a high-growth, fast-paced startup

- Accelerated learning curve

- Impact millions of lives and develop role models in every nook and corner of the country

- Work with the founding team of NxtWave who are on a mission to transform India

- High transparency in decision-making

- Market Competitive salary