Escalations & Retention Lead

About Simplilearn

Simplilearn prides itself to be the World's #1 Online Bootcamp. Simplilearn enables professionals and enterprises to succeed in the fast-changing digital economy. The company provides outcome-based online training across digital technologies and applications such as Big Data, Machine Learning, AI, Cloud Computing, Cyber Security, Digital Marketing, and other emerging technologies. Based in San Francisco, CA, and Bangalore, India.

Simplilearn has helped more than 1 million professionals and 1000 companies across 150 countries get trained, acquire certifications, and reach their business and career goals. The company's high-engagement curriculum blends self-paced online learning, instructor-led live virtual classrooms, hands-on projects, student collaboration, and 24/7 global teaching assistants. We are 1000+ people strong and growing very rapidly year on year and having fun doing that.

Fullstack Academy has been part of Simplilearn since 2022 followed by an acquisition. FSA focuses on U.S. university-partner bootcamps, while leveraging Simplilearn’s global scale and cohort operations.

About the team

Our team blends live instruction, personalized support, and career-focused resources to deliver meaningful outcomes for learners worldwide. Our team has a strong focus on US interactions and expectations; however, our programs are not limited to one geography.

Position Overview

An Escalations and Retention Manager is responsible for handling high-priority customer issues, resolving escalated concerns, and implementing strategies to retain customers. The role focuses on improving customer satisfaction, reducing churn, and ensuring smooth issue resolution across teams.

Key Responsibilities :

Escalation Management

• Act as the primary point of contact for learner escalations.
• Address cohort learners in class in case of an escalation
• Investigate issues by coordinating with cross-functional teams (operations, product, support, quality, etc.).
• Ensure timely, accurate, and empathetic resolution of customer problems.
• Track escalation trends and identify root causes to prevent recurrence.
• Maintain documentation of cases, actions taken, and outcomes.

• Communicate with learners to align on progress and expectations, celebrate milestones, and address concern areas throughout.
• Manage classroom satisfaction, measure student engagement, and guide/coach students to ensure they graduate career-ready
• Manage escalations and respond to learner queries with appropriate resolution
• Meet with learners 1 on 1 to discuss concerns or feedback on their experience
• Proactively address and provide immediate assistance to escalated learner concerns over Slack and during live sessions/emails

Retention Management

Liaise with the enrollment, delivery and reversal team

• For new Onboards, assure learner expectations are clear and any adjustments needed during onboarding are proactively communicated
• Collaborate with the enrollment/sales team to reduce reversals during the early stages of learner onboarding.
• Compile and share weekly and monthly reports highlighting key issues and friction points that require resolution to enhance the learner experience and improve retention.

Other Activities

• Help build a learner community and engagement through group sessions and events, as well as community channels, while adapting to the company/team's standard operating procedures.
• Collaborate with internal teams to improve learner experience based on feedback.
• Support program graduates through the career services platform and manage the administrative tasks involved in their journey, such as adding them to the portal, webinars, workshops, and more.

Availability | Willing to work during weekdays (afternoon/evening hours EST) and weekend Mornings as required.

Qualifications

• Post secondary education in tech or education field
• PASSIONATE:
• A passion for the tech and education industries.
• Motivation to impact lives through upskilling and career mobility
• 1+ years of experience in education, teaching, instructional coaching, academic operations or learning and development

• RESULTS-DRIVEN:
• Experience working in a growth environment and being comfortable with a dynamic role and set of responsibilities
• Great attention to detail and project management skills
• The ability to operate and execute independently while collaborating virtually with internal teams and leadership to get the support you need to drive success

• CUSTOMER FOCUSED:
• A track record of delivering outstanding customer and stakeholder satisfaction
• A magnetic personality combined with a positive attitude and professionalism
• Experience managing others a plus

• TECH SAVVY (Preferred):
• 2+ year experience in a technical role - data analytics, AIML
• Experience using learning management systems

Exceptional Skills & Qualifications (not required but preferred and willing to learn if required)

• E-learning experience (internal or as a customer)
• Educational Industry background
• Tools/Tech Experience: Salesforce, Google Sheets, Tableau, or similar tools.
• Technical knowledge in AI industry

Compensation Range

OTE Range: $50,000 to $53,000. The final offer will be determined based on the candidate’s qualifications, skills, and overall fit for the role.