Transportation: Company-provided drop facility after the shift.
About the Role
We are looking for a highly motivated and learner-centric Student Success Coach (SSC) to manage and enhance the learner journey from post-admission through graduation. The ideal candidate will play a pivotal role in ensuring learner engagement, academic progression, retention, and overall satisfaction by delivering a proactive, high-touch support experience.
This role requires solid relationship management skills, a problem-solving mindset, and the ability to collaborate effectively with internal teams and university stakeholders. Since the role caters to learners in the US market, prior experience interacting with US-based customers or students is mandatory.
Key Responsibilities
- Own the complete learner lifecycle from post-admission handover through graduation.
- Conduct learner onboarding within defined SLAs to ensure a smooth start to the academic journey.
- Maintain regular learner engagement through scheduled bi-weekly touchpoints.
- Monitor academic progress and provide timely guidance to help learners achieve their educational goals.
- Identify at-risk learners proactively and execute retention strategies to improve persistence and completion.
- Validate term registrations and resolve registration-related issues in coordination with university stakeholders.
- Execute proactive multi-channel communication (calls, emails, WhatsApp, CRM tasks, etc.) to maintain high learner engagement.
- Ensure accurate and timely documentation of all learner interactions in the CRM.
- Track term fee completion and coordinate with internal and university teams for issue resolution.
- Prepare and submit weekly learner health and risk reports.
- Collaborate cross-functionall
📌 Student Success Coach (Mumbai)
🏢 upGrad International
📍 Mumbai
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