Manager

Extramarks Education; Chandigarh, Ahmedabad District, Ajmer; On-site; INR 600,000 - 900,000; Full time

Job summary

Extramarks Education in Chandigarh is seeking a Customer Success professional to lead onboarding and drive early adoption of company products for schools.

You will design engagement programs to enhance teacher usage and satisfaction, measure CSAT, and provide proactive support to improve product usage. The role requires collaboration with Sales, Product and Training teams to align strategies with business goals.

Qualifications

Responsibilities

• Customer Onboarding & Adoption: Ensure smooth onboarding of schools, driving early engagement with company products
• Customer Engagement Strategy: Design and execute engagement programs to enhance teacher usage and satisfaction.
• CSAT & Feedback Management: Measure, analyze, and improve CSAT by addressing pain points and optimizing user experience.
• Proactive Customer Support: Identify adoption challenges and provide proactive solutions to improve product usage.
• Data-Driven Adoption Growth: Track usage patterns, identify low-adoption schools, and implement targeted intervention plans.
• Customer Advocacy & Retention: Build strong relationships with key stakeholders (principals, teachers) to drive long-term retention.
• Collaboration with Internal Teams: Work with Sales, Product, and Training teams to align customer success strategies with business goals.
• Process Optimization & Best Practices: Develop frameworks for ongoing adoption, engagement, and escalation management.

Job description

Key Responsibilities:

1. Customer Onboarding & Adoption Ensure smooth onboarding of schools, driving early engagement with company products

2. Customer Engagement Strategy - Design and execute engagement programs to enhance teacher usage and satisfaction.

3. CSAT & Feedback Management - Measure, analyze, and improve CSAT by addressing pain points and optimizing user experience.

4. Proactive Customer Support - Identify adoption challenges and provide proactive solutions to improve product usage.

5. Data-Driven Adoption Growth - Track usage patterns, identify low-adoption schools, and implement targeted intervention plans.

6. Customer Advocacy & Retention - Build strong relationships with key stakeholders (principals, teachers) to drive long-term retention.

7. Collaboration with Internal Teams - Work with Sales, Product, and Training teams to align customer success strategies with business goals.

8. Process Optimization & Best Practices - Develop frameworks for ongoing adoption, engagement, and escalation management.