Job Description (JD) – Student Relationship cum CRM Executive

Organization: Niyatee IAS Academy

Job Title: Student Relationship cum CRM Executive

Location: Bhubaneswar

Employment Type: Full-time

About Niyatee IAS Academy

Niyatee IAS Academy is a premier coaching institution committed to preparing aspirants for the UPSC Civil Services Examination and other competitive examinations. The academy provides expert faculty, comprehensive study materials, regular assessments, mentorship programmes, and a technology-driven learning ecosystem to empower students in achieving their career aspirations.

As part of our expansion, we are looking for a dynamic, enthusiastic, and customer-focused Student Relationship cum CRM Executive to strengthen our admissions process, manage student relationships, and ensure seamless lead management through an efficient CRM system.

Why Join Us?

At Niyatee IAS Academy, you will be the first point of contact for many aspiring civil servants. Your role will directly influence the student experience—from the first enquiry to successful admission and beyond. You will work in a skilled, target-oriented, and growth-focused environment where your communication skills, relationship-building abilities, and organizational capabilities will play a vital role in the academy's success.

Role Overview

The Student Relationship cum CRM Executive will be responsible for managing student enquiries, maintaining the Customer Relationship Management (CRM) database, conducting regular follow-ups, supporting the admissions process, and building long-term relationships with prospective and enrolled students.

The role requires excellent communication skills, strong interpersonal abilities, attention to detail, and the capability to manage multiple student interactions while ensuring accurate data management and timely reporting.

Key Responsibilities (Detailed)

Student Enquiry Management

- Handle inbound and outbound calls with prospective students and parents.
- Respond to enquiries received through telephone, WhatsApp, email, website, social media, and walk-ins.
- Provide accurate information regarding courses, batches, faculty, fee structure, scholarships, admission procedures, and academy services.
- Understand students' educational goals and recommend suitable programmes.

Student Relationship Management

- Build and maintain strong relationships with prospective and enrolled students.
- Provide courteous, professional,



and timely assistance to students and parents.
- Ensure an excellent student experience throughout the admission journey.
- Address student queries, concerns, and feedback effectively and escalate complex issues when required.
- Maintain regular engagement with students through follow-up calls and communication.

Admission Support & Follow-up

- Conduct systematic follow-ups with enquiries to maximise admission conversions.
- Schedule counselling appointments for Academic Counsellors.
- Assist students in completing registration and admission formalities.
- Coordinate documentation and onboarding activities.
- Ensure timely communication regarding counselling sessions, fee payments, batch commencement, and orientation programmes.

CRM & Database Management

- Maintain accurate records of enquiries, follow-ups, admissions, and student interactions in the CRM system.
- Update lead status after every communication.
- Monitor the complete student lifecycle from enquiry to enrolment.
- Ensure data accuracy, eliminate duplicate records, and maintain confidentiality of student information.
- Generate and maintain student databases for future communication and campaigns.

Coordination & Communication

- Coordinate with Academic Counsellors, Marketing Team, Faculty, Administration, and Accounts departments.
- Ensure smooth transfer of qualified leads to the counselling team.
- Support promotional campaigns, seminars, career guidance sessions, workshops, and admission drives.
- Assist in organising student engagement activities and institutional events.

Reporting & Performance Monitoring

- Prepare daily, weekly, and monthly reports on enquiries, follow-ups, admissions, and CRM activities.
- Monitor enquiry response time and lead conversion ratios.
- Maintain dashboards and management reports for admission performance.
- Track individual targets and contribute towards achieving institutional admission goals.

Institutional Representation

- Represent the academy professionally in every student interaction.
- Promote the academy's vision, mission, values, and educational offerings.




- Maintain professionalism, confidentiality, and ethical standards in all communications.

Eligibility & Qualification

- Bachelor's degree in any discipline from a recognised university.
- Minimum 1–3 years of experience in Student Relationship Management, CRM, Admissions, Telecalling, Customer Support, Education Counselling, or related fields.
- Experience in the education, coaching, or EdTech industry will be preferred.

Desired Skills

- Excellent verbal and written communication skills.
- Strong interpersonal and relationship-building abilities.
- Professional telephone etiquette.
- Customer-centric and student-focused approach.
- Strong persuasion and follow-up skills.
- Good organisational and multitasking abilities.
- Ability to work under admission targets and deadlines.
- Proficiency in MS Office (Word, Excel, Outlook, PowerPoint).
- Working knowledge of CRM software such as LeadSquared, Zoho CRM, Salesforce, or equivalent platforms.
- Basic understanding of competitive examinations and educational programmes.
- Bilingual communication ability (English with Odia and/or Hindi preferred).

Key Performance Indicators (KPIs)

- Number of enquiries handled.
- Lead response time.
- Follow-up completion rate.
- Walk-in generation.
- Admission conversion percentage.
- CRM data accuracy.
- Student satisfaction and relationship quality.
- Timely report submission.
- Achievement of monthly admission targets.

Preferred Attributes

- Positive attitude and professional appearance.
- Excellent listening and communication skills.
- Self-motivated and target-oriented.
- Ability to work both independently and collaboratively.
- Strong problem-solving and decision-making abilities.
- High level of integrity, confidentiality, and accountability.
- Willingness to learn and grow within the organization.

Benefits

- Competitive salary with attractive performance incentives.
- Professional development and training opportunities.
- Career growth within a rapidly expanding educational institution.
- Supportive and collaborative work environment.
- Opportunity to contribute to the success of future civil servants.

Application Process

Applicants should submit:

- Updated CV
- Cover Letter highlighting relevant achievements
- Relevant experience certificates

Email: [email protected]

Pay: ₹10,000.00 - ₹15,000.00 per month

Work Location: In person

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