Mentoria is a leading career discovery and planning platform dedicated to helping individuals make informed career choices. We combine psychometric assessments, expert counseling, and an expansive knowledge base to guide students and professionals on their journey. We are looking for a highly motivated and customer-focused individual to join our team as an operations and customer success executive. As an operations and customer success executive, you will be the crucial link between our customers, our counselors, and the successful delivery of the Mentoria experience. A. Customer and counselor scheduling & alignment (B2B focus): 1. Customer session management: Getting on calls with B2B revenue stream customers to understand their needs and align their counseling sessions with the most relevant counselors. 2. Counsellor enablement: Proactively managing and optimizing the schedules of all our counselors to ensure they receive adequate sessions that match their expertise and the customer's requirements. B. Service excellence and grievance resolution: 1. Conflict resolution: Taking ownership of and resolving any challenges that arise before, during, or after the counseling session for both the customer and the counselor. 2. Grievance handling: Managing complaints, dealing with unhappy customers, and ensuring their experience is corrected and restored through high-quality service recovery. 3. Customer onboarding: Conducting briefing calls with new customers and counselors to ensure they fully understand and can utilize the Mentoria process effectively. C. Customer engagement and feedback: 1. Feedback collection: Systematically collecting customer feedback across all revenue streams via calls and video sessions. 2. Advocacy & testimonials: Proactively working to get positive customer reviews and testimonials to build brand credibility. 3. Relationship building: Supporting the execution of up-selling, connecting, and building strong relationships with both new and existing customers. 4. Past customer outreach: Reaching out to past customers to understand their additional challenges, map their career journey, and provide support through relevant research/information via the content team. D. Reporting, data, and execution: 1. Corporate reporting: Creating performance dashboards for our corporate partners. 2. Strategic reporting: Creating essential pulse reports and CSR donor reports.