Customer Success Executive

About Cokonet Academy

Cokonet Academy is a forward-thinking educational institution committed to delivering exceptional online learning experiences. We provide high-quality, accessible, and engaging educational programs designed to foster significant learning outcomes and empower individuals in their educational journeys. By leveraging innovative pedagogical approaches and cutting-edge technology, we create a supportive and enriching environment where students can thrive and achieve their academic and professional aspirations. Our mission is to ensure the success of our learners by equipping them with the right guidance and resources to maximize their potential in the digital age.

Job Summary

The Customer Success Executive at Cokonet Academy plays a pivotal role in ensuring the satisfaction and success of our diverse student body and institutional partners. This role is essential in guiding learners through their educational journey, ensuring they derive maximum value from our programs and platform. The Customer Success Executive will focus on building and nurturing long-term relationships with customers, driving adoption of academy resources, enhancing customer retention, and identifying opportunities for growth. By proactively addressing customer needs, this role helps foster a loyal community around Cokonet Academy and strengthens its reputation as a leading provider of online education.

Key Responsibilities

1. Customer Onboarding and Training

• Lead the onboarding process for new students and institutional clients, ensuring a smooth introduction to the platform and programs.
• Guide users through setup, navigation, and resources.
• Tailor onboarding experiences to meet individual or institutional needs.
• Deliver training sessions, workshops, and webinars on program features, best practices, and effective learning strategies.

2. Building and Maintaining Customer Relationships

• Cultivate and maintain strong relationships with students, educators, and institutional partners.
• Act as a trusted advisor and advocate for customers.
• Serve as the primary point of contact for customer inquiries, ensuring timely and accurate support.

3. Ensuring Product Adoption and Value Realization

• Engage proactively with customers to understand goals and challenges.
• Demonstrate how Cokonet Academy’s offerings align with learning outcomes or institutional objectives.
• Highlight relevant courses, learning paths, and resources to maximize value.

4. Proactive Engagement and Communication

• Implement communication strategies to keep customers updated on features, resources, and success stories.
• Conduct regular check-ins and progress reviews.
• Ensure customers stay on track with their goals and address potential roadblocks early.

5. Issue Resolution and Support

• Serve as the first point of contact for customer support queries.
• Troubleshoot problems and provide solutions quickly and effectively.
• Escalate complex issues to relevant internal teams for resolution.

6. Gathering and Acting on Feedback

• Collect customer feedback through surveys, reviews, and direct interactions.
• Analyze feedback to identify trends and insights.
• Share findings with product and curriculum teams to inform enhancements.

7. Customer Retention and Churn Reduction

• Monitor engagement rates, course completion, and satisfaction scores.
• Identify risks of churn and develop proactive retention strategies.
• Implement initiatives to improve the overall customer experience.

8. Identifying Upselling and Cross-Selling Opportunities

• Recommend additional programs, courses, or services aligned with customer needs.
• Collaborate with the sales team to drive expansion opportunities.

9. Monitoring Metrics and Reporting

• Track and report on key KPIs related to customer success.
• Provide regular updates on customer health scores, retention, and satisfaction.

10. Collaboration with Internal Teams

• Work closely with Sales, Marketing, Product, and Support teams to ensure a unified customer experience.

Qualifications

Education & Experience

• Bachelor’s degree in Education, Business Administration, Communications, or related field.
• 3–5 years of experience in customer success, account management, customer service, teaching, or training.
• Prior experience in the EdTech sector is preferred.
• Familiarity with online learning platforms or Learning Management Systems (LMS) is a plus.

Technical Skills

• Proficiency in CRM software (e.g., Salesforce, HubSpot).
• Familiarity with LMS tools.
• Strong computer literacy, including Microsoft Office Suite.
• Ability to analyze data and identify key trends.

Interpersonal & Communication Skills

• Exceptional verbal and written communication skills.
• Proven ability to build and maintain strong professional relationships.
• Strong presentation and facilitation skills.
• Excellent listening skills and empathy.

Problem-Solving & Analytical Abilities

• Ability to quickly identify, analyze, and resolve customer issues.
• Strong critical thinking and troubleshooting skills.

Customer-Centric Mindset

• Passion for fostering customer success and positive experiences.
• Strong advocacy for customer needs within the organization.

Organizational & Time Management Skills

• Excellent prioritization and multitasking ability.
• Capable of managing multiple accounts concurrently.
• Ability to work independently and collaboratively.

Job Location: Trivandrum, India

Languages: English and Malayalam

Mode of work: Work from office.

Job Type: Full-time

Pay: ₹32,000.00 - ₹35,000.00 per year

Experience:

• Customer Success Executive: 3 years (Required)

Work Location: In person