JOb Title : Customer Relationship Manager
Overview:
● As a Customer Relationship Manager at Uptor, you'll oversee the end-to-end student journey — from onboarding to course completion.
● Your role will be pivotal in developing strategies that ensure students are engaged, supported, and satisfied, while also minimizing drop-offs and improving learning outcomes.
● You'll work cross-functionally with the Product, Support, Sales, and Trainers to create meaningful learning experiences and scale student success operations.
Key Responsibilities
● Student Lifecycle Ownership : Own and optimize the entire student journey — onboarding, live classes, recordings, assignments, and final project support.
● Ensure each phase delivers maximum value, support, and motivation
● Act as the primary relationship holder for assigned student cohorts Engagement, Retention & Satisfaction
● Develop proactive strategies to boost attendance, assignment submissions, and course completion
● Track and reduce student inactivity and drop-offs through personalized follow-ups
● Drive consistent student satisfaction and repeat enrollments through empathetic support
Support & Query Resolution
● Manage and resolve learner queries with a strong SLA/TAT framework
● Coordinate with Support and Ops teams for escalated issues
● Ensure every student feels heard, valued, and guide
Student Advocacy & Feedback
● Build strong relationships with learners and gather regular feedback across the course journey
● Share actionable insights with Product teams to improve class quality
● Nurture student success stories and potential brand advocates
Data-Driven Improvements
Leverage data from CRMs, attendance logs, and assignment dashboards to monitor student health
● Identify trends in drop-offs or low engagement and initiate timely interventions
● Track and report key metrics: Attendance %, CSAT, NPS, Completion Rate, Query TAT Process Optimization & Scalability
● Build repeatable processes and touchpoints for student check-ins, nudges, and post-class follow-ups Final Success Metrics
● Net Promoter Score (NPS) ● Attendance & Assignment Submission Rates
● Student Satisfaction (CSAT) ● Drop-off Recovery Rate
● Query Resolution Time ● Student’s Feedback Ideal Candidate Profile
● 2–3 years experience in Student Success, Tele-counseling, or Customer Support
● Excellent communication in English and Tamil
● Empathetic, detail-oriented, and proactive in solving problems
● Prior experience in EdTech or student engagement roles preferred
Job Type: Full-time
Pay: ₹19,647.10 - ₹28,754.89 per month
Benefits:
- Health insurance
- Paid sick time
- Provident Fund
Work Location: In person
