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Customer Success Manager
DIYguru Education & Research
posted 13hr ago
Job Role Insights
Flexible timing
Key skills for the job
Job Description
Responsibilities
- Ensure Customer Satisfaction : Act as the primary point of contact for students and corporate clients, addressing their inquiries, concerns, and feedback promptly and effectively. Ensure that all customers have a positive experience with DIYguru s courses and services.
- Develop Strong Relationships : Build and maintain strong, long-lasting relationships with students and corporate clients by understanding their needs, goals, and challenges. Regularly check in with customers to ensure they are satisfied and achieving their desired outcomes.
- Proactively Address Customer Needs : Anticipate customer needs and provide proactive support and guidance to help them maximize the value of DIYguru s offerings. Assist clients in selecting the right courses and resources to meet their learning and development objectives.
- Onboard New Customers : Guide new students and corporate clients through the onboarding process, ensuring they understand how to access and utilize DIYguru s e-learning platforms and resources effectively.
- Monitor Customer Engagement and Progress : Track student and client engagement with courses and resources, identify at-risk customers, and implement strategies to enhance their learning experience and increase retention.
- Resolve Issues and Escalate When Necessary : Quickly identify, troubleshoot, and resolve any issues or challenges that customers may face. Escalate complex issues to the appropriate teams when necessary and ensure timely resolution.
- Collect and Act on Customer Feedback : Gather feedback from students and clients regarding their experiences with DIYguru s offerings. Use this feedback to inform improvements in course content, delivery, and overall customer experience.
- Collaborate with Cross-Functional Teams : Work closely with sales, marketing, content development, and support teams to align customer success strategies with broader organizational goals. Provide insights and recommendations to improve customer satisfaction and retention.
- Develop Customer Success Strategies : Create and implement strategies to drive customer success, engagement, and satisfaction. Develop programs, initiatives, and resources that enhance the overall customer experience.
- Report on Customer Success Metrics : Monitor and report on key customer success metrics, such as satisfaction scores, retention rates, and customer feedback. Use data to identify trends, measure success, and inform strategic decisions.
Requirements
- A bachelor s degree in Business, Marketing, Education, or a related field.
- A minimum of 3-5 years of experience in customer success, account management, or a related field, preferably within the education or technology sectors.
- Strong communication and interpersonal skills, with the ability to build rapport and trust with diverse customers, including students and corporate clients.
- Excellent problem-solving skills and a proactive approach to addressing customer needs and concerns.
- Ability to manage multiple customer relationships and priorities simultaneously in a fast-paced environment.
- Strong organizational skills and attention to detail, with the ability to track customer interactions and progress effectively.
- Experience with customer relationship management (CRM) software and tools.
- Passion for education, technology, and customer service.
- Self-motivated, proactive, and adaptable to a dynamic work environment.
- Fluent in English; proficiency in additional languages is a plus
Employment Type: Full Time, Permanent
Read full job description What people at DIYguru Education & Research are saying
What DIYguru Education & Research employees are saying about work life
based on 8 employees
Flexible timing
Monday to Saturday
No travel
Day Shift
DIYguru Education & Research Benefits
Work From Home 
Job Training 
Education Assistance 
Soft Skill Training 
Free Transport 
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