Job Title:

School Relationship Executive

Department / Business Unit:

CAIE

Location:

New Delhi

Reports to (job title):

Head, Customer Success, South Asia

We are Cambridge University Press & Assessment, a world-leading academic publisher and assessment organisation, and a proud part of the University of Cambridge. We are focused on meeting the needs of our learners, authors, and customers by bringing research, teaching, learning and assessment together.

Job Purpose

The role is responsible for delivering exceptional customer experience by supporting the smooth set up of the distribution network of Cambridge International schools and support the onboarding of new schools, providing proactive guidance and handholding to ensure successful implementation of Cambridge programmes and managing compliance requirements during the set-up. The role will build strong relationships with decision makers of partner schools, serving as a trusted point of contact to

drive engagement, satisfaction and long-term success. It will also provide Account Management support, coordinate cross-functional activities to ensure timely issue resolution, deliver high-quality customer service across multiple channels, and contribute to continuous process improvements while achieving agreed service standards, operational KPIs and business objectives.

Principal Accountabilities

- Offer support to new Institutions aspiring to adopt the Cambridge program and on-board them as per Cambridge policy. This includes collaborating closely with business colleagues and decision-makers from prospective schools to facilitate a smooth registration process, coordinate documentation and compliance requirements, address operational queries, and ensure timely progression from initial interest to successful school approval.
- Partner with School Development and other cross-functional teams to deliver a seamless onboarding experience, enabling new schools to successfully implement Cambridge
- Build and manage trusted relationships with partner schools, acting as operational point of contact to provide guidance, resolve queries and proactively support their ongoing
- Monitor school readiness,



onboarding progress and compliance milestones, identifying risks and driving timely resolution through effective stakeholder coordination, while leveraging AI, data analytics and digital tools to proactively track progress, identify trends, automate routine activities and improve operational efficiency and customer
- Manage an assigned portfolio of schools by providing ongoing Account Management support, ensuring high levels of engagement, customer satisfaction and
- Coordinate with internal teams to resolve operational issues, streamline processes and deliver a consistently high-quality customer experience across the school
- Support the planning and execution of stakeholder engagement initiatives, including support training programmes, webinars, events, school visits and other strategic
- Ensure delivery against agreed service levels and quality standards while maintaining accurate

operational records and contribute to the tracking and reporting of customer metrics, service KPIs and operational performance.

- Contribute to the development, review and implementation of standard operating procedures, service frameworks and process improvements to enhance operational efficiency and

Knowledge & Experience

- Masters degree in Business, Management or a related
- 5+ years experience in Customer Success/ Service, Account Management or Sales
- Proven experience in customer success, account management and stakeholder
- Strong working knowledge of CRM platforms, Microsoft Office applications (particularly Excel and Power BI) and digital collaboration tools.
- Demonstrated proficiency in leveraging AI tools, automation technologies and data analysis platforms to improve productivity, generate insights, streamline workflows and support operational decision-making.




- Strong analytical and problem-solving skills with the ability to interpret data, identify trends and recommend process improvements.
- Experience conducting primary and secondary research and synthesising findings into actionable
- Excellent communication and interpersonal skills with the ability to collaborate effectively across cross-functional teams and external stakeholders.
- Strong organisational and time management skills, with the ability to manage multiple priorities in a fast-paced setting.
- Ability to interpret operational and legal
- Knowledge of the education sector and familiarity with Cambridge programmes would be an
- Ability to work independently, exercise sound judgement and deliver against agreed timelines and service standards.
- Willingness to travel and relocate within India, as

Cambridge University Press & Assessment is committed to being a place where anyone can enjoy a successful career, where it's safe to speak up, and where we learn continuously to improve together. We welcome applications from all candidates, regardless of demographic characteristics (age, disability, educational attainment, ethnicity, gender, marital status, neurodiversity, religion, sex, and sexual identity), cultural, or social class/background.

We believe that diversity of thought, background, and approach create better outcomes. More importantly, fostering an inclusive culture is the right thing to do, and it's part of how we achieve our purpose: to contribute to society through the pursuit of education, learning and research at the highest international levels of excellence. Ensuring that anyone, no matter who they are, feels they belong here is an essential part of who we are and the contribution we make to society, and to our planet.

To enable an environment which our people can thrive in, our customers benefit from, and where work complements life, we empower everyone to manage their time and capacity, and to prioritise their wellbeing. That's why from day one everyone at Cambridge University Press & Assessment can discuss flexible working options to find the best solution for them and their role.

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📌 School Relationship executive (Delhi)
🏢 Cambridge University Press & Assessment
📍 Delhi