Customer Success Associate

Job Category: Work From Home – Full Time 

Responsibilities:

• Responsible for end to end handling of the assigned batches.
• Assisting students to complete – On boarding formalities
• Welcoming each student on call before the batch start date
• Tracking individual student progress for multiple cohorts as they move through IK’s program and maximize completion rates

• Keeping dropouts and deferrals to a minimum by offering additional guidance & support
• Getting reviews and referrals from students. Work closely with all the internal teams to continuously improve the learning experience
• Maintaining daily trackers, comfortable using Google Sheets, CRM etc.
• Communicating to students via calls, email, direct message, video, or a mix of communication strategies.

• Mentoring & motivating students and connecting them to guidance coaches and career coaches as and when required.

• Serve as the single point of contact for all students queries and concerns

Preferred Qualifications:  

• 2-7 years of experience in customer success, customer service, sales, and/or other customer-facing role
• Experience building out and tracking information in Excel and/or data collection
• Experience working in operations, performance coaching, and/or program management is a plus
• Bachelor’s degree in Business, Economics, Business Management and Information Systems (OMIS), or other degree in a related field is a plus 
• Available to work evenings PST with some morning meetings PST (US Hours)

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