Student Success Executive in Thane, Mumbai

Role Summary

Own the post-enrollment journey for students heading to Germany. Be the single point of contact (SPOC) for students & parents, coordinate with Admissions, Visa, and SST partners, ensure on-time milestones, handle escalations, and deliver a wow experience from onboarding to post-arrival.

Key Responsibilities

• Onboarding & Journey Planning
• Conduct welcome calls to set expectations, timelines, and communication cadence.
• Create and maintain a checklist and tracker for each student (deadlines, documents, appointments).
• Coordination (Internal Teams & Partners)
• Collaborate with multiple internal teams for smooth process execution.
• Schedule and follow up on appointments as required.
• Liaise with the “Buddy” network for student support.
• Student Success Milestones (Germany-Specific)
• Guide and coordinate on blocked accounts, health insurance, and travel checklists.
• Provide post-arrival support to students.
• Ensure timely status updates to students and parents, maintaining a professional tone.
• Escalation & Service Recovery
• Provide first response within SLA; triage and resolve issues promptly.
• Proactively flag risks (missed deadlines, document gaps) and ensure timely resolution.
• Documentation & Reporting
• Maintain clean and accurate CRM records (notes, tasks, next actions, documents).
• Generate weekly reports on milestone completion %, SLA/TAT adherence, escalations, and CSAT/NPS.
  
  

About Company: We are an education consultancy providing admission and visa services to students and helping with career counseling.