Simplilearn is seeking an Escalations & Retention Lead to handle high-priority customer issues, resolve escalated concerns, and implement strategies to retain customers. The role focuses on improving customer satisfaction, reducing churn, and ensuring smooth issue resolution across teams.
Requirements
- Post secondary education in tech or education field
- 1+ years of experience in education, teaching, instructional coaching, academic operations or learning and development
- 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
- 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
- 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
Benefits
- Generous Paid Time Off
- 401k Matching
- Retirement Plan
- Relocation Assistance
