Univariety - Senior Manager/AVP - University Engagement (6-8 yrs)
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
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