Customer Success Manager

Mumbai, Maharashtra, India Full-time

About Lido

LIDO is an  ed-tech company revolutionizing formal classroom education through a unique and immersive online classroom for every child in India. With our exciting and fun online classes for students, we are building the Lido experience: cutting edge content like animated videos and interactive games, a personalized platform for homework, tests, challenges, and inspiring teachers. 


Lido’s goal is to inspire and empower every child for the future. In order to achieve this goal, we invite you to be a part of our ever-growing LIDO family. Grab the opportunity to work with passionate individuals, from Stanford, Duke, IIT and BITS, as we open the door to engaging and impactful learning! 

 

Job Description

At Lido Learning, the Student Success team is here to guarantee ROI for our customers: students and parents alike. The Student Success Team ensures our students and their parents get the best possible experience with us. The team handles both inbound reactive customer support and outbound proactive student success. From onboarding to discussing their performance, and from clarifying any questions to seeking feedback, the student success team guides every step in the Lido learning journey.

 

We’re expanding our Student Success Team to support our growing number of students and their parents. We are looking for an individual with exceptional customer engagement  skills to deliver world class service to all of our students and ensure they achieve their educational goals using our platform. You love interacting with people, going above and beyond for our students, and their parents, setting new things up and solving complex problems. You are extremely independent , make things happen proactively and with minimal management. “Continuous Improvement” is second nature to you as you obsess over details and persist to make things just “perfect” for our students. If that’s you, then you might just be ready to join an agile and fast-moving company with the aim of making 260 million classrooms for 260 million children a reality. 

 

Responsibilities

  • Develop processes and systems to help thousands of Lido students and their parents via email, phone, and other communication channels , troubleshooting their issues, answering their questions, and proactively reaching out to them with a view to maximizing students’ learning experience
  • Recruit and lead a team of excellent student advisors to help create the ‘best in class’ student success team in the industry
  • From onboarding to retention, build programs that delight customers, improve loyalty and can scale within a rapidly growing business
  • Deliver top notch self-service:
    • Write documentation and develop resources (SOPs, demos, videos, how to’s, etc.) to help student advisors execute an excellent student success model
  • Route specific queries to other departments when appropriate. You should be comfortable being the students’ and their parents’ voice internally and suggesting/discussing ways to help Product/Content/Tutor teams improve our services
  • Contribute to creating a unique, modern, and relevant tone of voice to interact with Lido customers
  • Work on projects related to improve our best practices, self-service, documentation, and tech tools.Turn existing time-consuming processes into sustainable and scalable automated tasks when possible
  • Extract, analyze, organize, and present Student Success related data to:
    • Measure the impact of our Student Success efforts and continue iterating towards excellence with a data-driven approach
    • Ensure we hit our targets - NPS, retention rates, outbound calls, self-service score, engagement rates and more
  • Generate the WOW factor our students don’t expect! Our vision is our ambition to have others write about the quality of our Student Success as we become a reference of success in the field
  • Most importantly, you’ll own the creation and implementation of all this!  A lot of the above is not done yet and we need your creativity and skills to get it off the ground

Skills

  • A love and natural affinity for supporting students achieve success. You’re naturally empathetic and able to communicate in ways that empower, not belittle
  • Create a transparent, performance focused, KPI-oriented team and lead them to success by setting the right culture and vision. 
  • Ability to work autonomously: you can work several hours with minimal supervision, and comfortable taking initiatives and making decisions on your own
  • Flexible and adaptable to work in an extremely fast-changing environment. Your job duties will change and evolve constantly. We work when our customers need us so you need to be able to work on a set schedule.
  • Excellent communication skills in English and Hindi (preferable)
  • Data analysis skills to review, understand, and act on internal reports

 

Requirements

  • Bachelor’s or Master’s level education
  • 5 to 10 years overall professional experience 
  • 5+ years of experience in a customer success role with KPI’s
  • A true passion for education coupled with an acute business acumen.
  • Experience with CRM , Customer service ,  ticketing , and project management tools

 

Perks

  • Work with a brilliant, interdisciplinary team from Stanford, Duke, IIT, and more
  • Grow fast with the start up
  • Casual attire