Associate - Student Success

upGrad; Ahmedabad District; On-site; INR 280,000 - 480,000; Full time

Job summary

upGrad is seeking an Associate - Student Success to onboard enrolled learners, address queries, and coordinate with internal teams to ensure a smooth learner experience post-enrollment.

Role focuses on outbound calls, helping learners navigate program schedules and platforms, with a strong emphasis on communication and customer satisfaction. Freshers can apply; work mode is office-based six days a week.

Qualifications

• Onboarding enrolled learners and guiding them through program details.
• Addressing learner queries with clear information.
• Coordinating with internal teams to ensure smooth learner experience.

Responsibilities

• Conduct outbound calls daily to enrolled learners and explain schedules, curriculum, and learning portals.
• Verify and facilitate learner access to the learning platform; resolve miscommunication from earlier steps.
• Provide accurate information and resolve learner queries using appropriate tools and processes.
• Handle customer concerns, identify root causes, and provide timely solutions.
• Follow up on unresolved issues and coordinate with cross-functional teams to ensure closure within defined TAT.
• Identify learner needs and enhance overall learner satisfaction.
• Generate referral leads and contribute to team targets.
• Maintain records of learner interactions and documentation.
• Adhere to calling procedures and organizational policies.
• Demonstrate flexibility with shift timings to enhance learner experience.

Skills

Strong communication

Job description

upGrad is an online education platform building the careers of tomorrow by offering the most industry-relevant programs in an immersive learning experience. Our mission is to create a new digital-first learning experience to deliver tangible career impact to individuals at scale. upGrad currently offers programs in Data Science, Machine Learning, Product Management, Digital Marketing, and Entrepreneurship, etc. upGrad is looking for people passionate about management and education to help design learning programs for working professionals to stay sharp and stay relevant and help build the careers of tomorrow.

Designation – Associate - Student Success

Work Mode – Work From Office (6 Days)

Freshers Can Apply

Role Overview

The role focuses on onboarding enrolled learners, addressing their queries, and coordinating with internal teams to ensure a smooth and positive learner experience after enrollment.

Key Responsibilities

• Conduct outbound calls daily (~70-80) to enrolled learners and explain program schedules, curriculum, learning portals, and other important details and send onboarding emails to ensure learners receive comprehensive program information.
• Verify and facilitate learner access to the learning platform and address any miscommunication or miscommitments made during the previous process.
• Provide accurate information and resolve learner queries using appropriate tools and processes.
• Handle customer concerns, identify root causes, and provide timely and effective solutions.
• Follow up on unresolved issues and coordinate with cross-functional teams to ensure closure within the defined TAT.
• Identify learner needs and enhance overall learner satisfaction.
• Generate referral leads and contribute to individual and team targets.
• Maintain accurate records of learner interactions, accounts and relevant documentation.
• Adhere to calling procedures, quality parameters and organizational policies.
• Demonstrate flexibility with shift timings and go the extra mile to enhance the learner experience.

Skills Required

• Strong communication (written and verbal)