Student Success/Post Sales

Herox; Gurugram District; On-site; INR 300,000 - 540,000; Full time

Job summary

Herox, a dynamic education-tech company, seeks a detail oriented Post-Sales Executive to join our University Engagement team. You will ensure a seamless onboarding experience for newly enrolled students, coordinating with university partners and channel partners to resolve inquiries and drive satisfaction.

You will manage student documentation, LMS access, and course registration, while acting as the bridge between students and universities.

Qualifications

• Bachelor's degree required; MBA in Marketing or related field a plus.
• 0–4 years of experience in customer success, supplier relationships, student support or related post-sales roles.
• Ed-Tech experience is preferred but not mandatory.

Responsibilities

• Onboard and support newly enrolled students, conducting orientation and guiding through LMS access and course registration.
• Bridge between channel partners/students and university partners; resolve admissions, schedules and exam-related queries; escalate and track issues.
• Manage student documentation, verify completeness, and coordinate with students to resolve issues; maintain CRM records.
• Support invoicing and collections; reconcile enrolled student counts and ensure timely invoicing.
• Maintain strong relationships with external universities and partners for smooth collaboration.

Skills

Communication

Customer Service

Organizational Skills

Relationship Management

Tech-Savvy

Team Collaboration

Education

Bachelor's degree

MBA in Marketing (preferred)

Tools

CRM systems

Student Information System

Communication tools

Job description

Role Summary

We are seeking a detail oriented Post-Sales Executive to join our University Engagement team. This role begins after a student has been enrolled in an online degree program and focuses on ensuring seamless onboarding experience, facilitating smooth communication between university partners and channel partners/students, and driving channel partner/student satisfaction. You will be the primary point of contact for enrolled channel partners/students helping them navigate documentation, resolve queries, and become successful advocates for our programs.

Key Responsibilities

Student Onboarding & Support

The Post-Sales Executive ensures that newly enrolled students have a smooth transition into their chosen online degree program. This involves conducting orientation sessions, explaining program structures and expectations, and providing step-by-step guidance through the initial setup process including learning management system (LMS) access, course registration, and understanding academic calendars. You will proactively reach out to channel partners/students to address any concerns and ensure they feel supported and confident as they begin their educational journey.

University Liaison

Acting as the bridge between channel partners/students and university partners, you will coordinate with university administrative teams to resolve student queries related to admissions, course schedules, examination procedures, and other academic matters. You will escal and track issues to ensure timely resolution, communicate university updates and important announcements to students, and maintain regular communication with university coordinators to ensure alignment and service excellence. Responsibilities include cultivating and maintaining strong relationships with external universities and partners, cultivating partnership with the university admissions team for smooth functioning of admission process.

Documentation Management

Managing student documentation is a critical aspect of this role. You will assist channel partners/students in completing and submitting all required documents such as educational certificates, identity proofs, fee payment receipts, and any other university-specific requirements. This includes verifying document completeness and accuracy, following up on pending submissions, coordinating with students to resolve any documentation issues, and maintaining organized records in our CRM system to ensure compliance and smooth processing.

Invoicing Support and Collections

Responsibilities include supporting the finance team in reconciling enrolled student count, invoice management and collection, collaborating with the finance department to ensure accuracy and timeliness of invoicing. Work would involve ensuring timely collection of money against invoices raised to the university, collaborating with relevant departments to find effective solutions.

Qualifications and Skills

Experience & Education

Candidates should have 0-4 years of experience in customer success, supplier relationship, student support, client servicing, or a similar post-sales role. Experience in the Ed-Tech sector or online education industry is highly preferred but not mandatory. A Bachelor's degree is required, and freshers with excellent communication skills and a passion for education are encouraged to apply. An MBA in Marketing or related field is a plus.

Core Competencies

• Communication Excellence: You must possess outstanding verbal and written communication skills with the ability to explain processes clearly and empathetically. The ability to handle difficult conversations with patience and professionalism is essential.
• Customer Service Orientation: A genuine passion for helping channel partners/students succeed, with strong problem-solving abilities and a service-first mindset. You should be able to anticipate student needs and proactively address concerns.
• Organizational Skills: Strong attention to detail with the ability to manage multiple channel partners/student cases simultaneously. You must be comfortable tracking documentation, following up on pending items, and maintaining accurate records.
• Relationship Management: Natural ability to build rapport and trust with channel partners/students/university partners from diverse backgrounds. You should be empathetic, approachable, and skilled at maintaining long-term relationships.
• Tech-Savvy: Comfortable using CRM systems, student information systems, and communication tools. Ability to quickly learn new software platforms and guide channel partners/students through digital processes.
• Team Collaboration: Ability to work effectively with cross-functional teams including sales, operations, and university partners to ensure seamless student experience.

Key Performance Indicators (KPIs)

Success in this role will be measured through several key metrics including student onboarding completion rate, documentation submission turnaround time, channel partner/student satisfaction scores (NPS/CSAT), and response time to queries. These metrics ensure that you deliver exceptional post-sales support and contribute to overall student success.

What We Offer

• Competitive Compensation: Attractive salary package with performance-based incentives
• Growth Opportunities: Clear career progression path in the rapidly growing Ed- Tech sector
• Learning & Development: Access to training programs and skill development opportunities
• Impactful Work: Make a real difference in students lives and educational journeys
• Collaborative Culture: Work with a passionate team dedicated to transforming education