Responsibilities

1. Support sales and services operations by completing assigned tasks and cases in Salesforce queues, processing Compass/LR forms, and recording account-related activities in internal systems.

2. Manage daily account and customer maintenance, including Tier 3 customer email responses, faculty reach outs (planned/requested), and miscellaneous requests.

3. Ensure data integrity and quality across reporting systems to provide accurate and consistent information for key metrics tracking.

4. Support and implement team initiatives such as customer journey enhancements, account maintenance, and product usage monitoring.

5. Coordinate and schedule meetings for Customer Success Managers (CSMs) and provide back-office support to the sales team as needed.

6. Collaborate with sales, service, and enabling functions (onshore/offshore stakeholders, IT, HR, Finance, etc.) to improve processes, procedures, and overall efficiency.

7. Document and maintain relevant operations process workflows, flyers, desk copies, coding, access, course enrollment, and other operational processes.

8. Proactively contribute to process improvements, provide guidance on tasks, and execute responsibilities aligned with organizational objectives.

9. Perform other duties as assigned.

Qualifications:

• Bachelor's degree holder or completed at least 2 years level in College (no back subjects/incomplete units)

• Must have at least 2 years relevant experience

• Excellent communicator (both written and verbal), and strong presentation skills

• Knowledgeable in Microsoft Word, Excel and PowerPoint

• Familiarity in different CRM tools

• Ability to quickly learn and apply enterprise AI tools and technologies to support technical workflows and business objectives.

Additional for internal applicants:

• Must be in current role for 1 year

• Must not have received any Disciplinary Action within the past 12 months

• Must not have any Attendance and Punctuality issues in the past 12 month

• Must have a Successful or above rating in the last Enabling Performance cycle

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