Relationship Manager

Job Description:
JD for the Relationship Manager
• Managing the customer base of 300 parents/students.
• Responding to customer queries promptly and accurately, via phone, email, or chat.
• Coordinating with subject teachers and students to ensure classes are conducted as
scheduled.
• Coordinating with all stakeholders as and when required for class rescheduling.
• Gathering feedback from parents, students, and teachers to improve class functioning
processes.
• Maintaining strong relationships with students and parents, ensuring renewals, upsells,
and cross-sells of Turito's products, while meeting retention/renewal revenue targets.
• Responsible for churn control and maintaining a high customer retention percentage.
• Maintaining a tracker of ongoing and upcoming classes, along with communication
logs through phone, chat, email, and other channels.
• Adhering strictly to Turito's processes in responding to client issues.
• Gathering customer feedback and sharing it with teachers and relevant departments for
issue resolution.
• Creating an inspiring team environment with open communication.
• Setting clear goals, delegating tasks, and setting TAT (Turnaround Time).
• Monitoring team performance and enabling development opportunities through
participation in various initiatives.
• Preparing development plans for team members and tracking their implementation.
• Listening to team members' feedback and resolving conflicts, if any.
• Suggesting and implementing team-building activities.
• Having a customer-centric approach.
• Working with the team on resolving customer queries promptly.
• Conducting quality audits of existing processes and reporting process gaps to
immediate managers.
Requirements:
• Experience as a Relationship Manager in EdTech or similar role for 3-4 years.
• Experience using CRM tools will be an added advantage.
• Excellent communication and problem-solving skills.
• Multi-tasking abilities.
• Patience when handling tough cases.
Education Qualification:
• Graduate in any discipline with good communication and written skills.
Timings: Need to work as per the Morning/Night rotational shift.