Univariety - Senior Manager/AVP - University Engagement

Univariety is India's first company to use technology to setup a complete career & college guidance cell inside progressive schools.

- Students receive guidance from counselors, digital tools, university admission officers and from the past students of the school.

- The aim is to improve university progression outcomes by bringing in the right intervention at the right time.

- Univariety is a comprehensive partner for schools that want to go beyond the regular to focus on student success and differentiate themselves.

- The Univariety network is the largest of its kind in India and covers 500 top high schools across 30+ cities. Over 200 universities from around the world have used the Univariety system and students have gained over $5 million in scholarships last year alone. www.univariety.com

- The company is looking at strengthening the product pipeline and expand to B2C. It has raised funds from Infoedge and is run by a very qualified and accomplished Management Team.

Job Responsibilities :

The primary focus of the role will be to lead in the development and implementation of student outreach strategies for partner Universities & strong delivery of SLAs.

Responsibilities :

- Ensure a smooth customer service experience

- Take ownership of customers issues and follow problems through to resolution

- Develop service procedures, policies and standards

- Keep accurate records of and document customer service deliverables and discussions

- Plan campaigns & manage student leads for Client universities to deliver application targets

- Gather Market intelligence, data and insights

- Evaluate methods of outreach & Marketing campaigns

- Ensure delivery of promised services and outcome for University clients

- Recruit, mentor and develop customer service agents and nurture an environment where they can excel through encouragement and empowerment

- Keep ahead of industry's developments and apply best practices to areas of improvement

- Control resources and utilize assets to achieve qualitative and quantitative targets

- Achieve Renewal targets

- Build and sustain relationships with key stakeholders and decision-makers in partner universities

Skills & Qualifications :

- Min 6-8 years of Experience in customer service/Account Management roles

- Graduate/Post-grad in any domain

- Proven working experience of leading a B2B Customer Success team

- Strong experience of working with customer service software, databases and tools

- Industry experience (University Marketing & Student Recruitment) is highly preferred

- Ability to think strategically and to lead

- Strong client-facing and communication skills

- Advanced troubleshooting and multi-tasking skills

GENERAL ATTRIBUTES & PERSONAL QUALITIES :

- Cultural awareness and experience in dealing with national & international organizations and individuals of repute

- Highly self-motivated and able to work independently