Student Success Executive in Thane, Mumbai
YES Germany
Date: 9 hours ago
City: Thāne, Maharashtra
Contract type: Full time
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
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.
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