CRM Executive - EdTech Startup

About Us :

- UNIVO Education Pvt. Ltd is an online program management company. It works as a strategic partner for top-tier education institutes and universities in India, the Middle East, and Africa, offering services like program development & delivery, market development & growth, and student success & support. The company has entered into a long-term partnership through a strategic and financial investment by AVENU, the number one global provider of educational services supporting universities and transnational learners. UNIVO is also a leader in the market of student acquisition by way of digital and offline marketing.

Skill Set Required :

- Bachelor's degree in Business Administration, Information Technology, or a related field.

- Proven experience in CRM system management, preferably in a similar role.

- Strong technical proficiency with CRM platforms (e.g., LeadSquared) and related tools.

- Solid understanding of CRM concepts, processes, and best practices.

- Excellent analytical and problem-solving skills, with the ability to translate business requirements into system solutions.

- Strong communication and interpersonal skills, with the ability to effectively collaborate with diverse stakeholders.

- Proactive mindset, self-motivated, and capable of working independently or as part of a team.

Key Responsibilities :

- Respond to user inquiries and provide timely and effective support through various communication channels (email, chat, phone, etc.).

- Assist users in understanding product features and functionalities.

- Troubleshoot and resolve user issues and technical problems.

- Document and manage user support tickets and interactions in our CRM system.

- Collaborate with the product management team to convey user feedback and suggest improvements.

- Create and maintain user support documentation, FAQs, and knowledge base articles.

- Identify patterns in user queries and proactively address common concerns.

- Monitor user satisfaction and gather feedback for continuous improvement.

- Provide user support, training, and troubleshooting assistance, ensuring smooth adoption and utilization of the CRM system.

- Develop and maintain CRM reports and dashboards to track key performance indicators and provide actionable insights to stakeholders.

- Stay up-to-date with industry best practices and emerging CRM trends, suggesting innovative approaches to enhance the CRM system's capabilities.

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