Student Success Associate

Job description

Student Success Associate Location: Bangalore Department Learner / Student Success – Finance Programs Location Bangalore Employment Type Full Time Working Days 6 days a week Reporting To - Manager / Lead – Student Support & Training Governance ABOUT THE ROLE upGrad is looking for a Student Support Executive – Finance to own the end-to-end learner experience for our finance-focused certification and training programs. You will be the primary point of contact for learners throughout their training journey — from batch launch to course completion — ensuring smooth program delivery, timely resolution of learner queries, and strong engagement across the batch lifecycle. This role suits someone who is organised, learner-centric, and comfortable working closely with academic, operations, and business teams. KEY RESPONSIBILITIES • Support batch planning and launch activities in coordination with the academic, sales, and operations teams, ensuring learners receive timely and accurate communication. • Maintain and update batch management records, including learner registration status, enrolment details, and fee/payment status. • Coordinate class scheduling, share weekly program schedules with learners and trainers, and ensure optimal utilisation of resources. • Organise and schedule exams, assessments, and mock tests, and ensure timely and accurate updation of scores and gradebooks. • Track learner attendance on a regular basis, follow up on attendance shortfalls, and communicate eligibility requirements clearly to learners. • Maintain and regularly update batch progress reports covering learner information, topics covered, assessment scores, and course completion status. • Coordinate with internal and external trainers on scheduling, session logistics, and documentation requirements. • Collect and review learner feedback at defined intervals, escalate unresolved issues appropriately, and drive continuous improvement in the learner experience. • Act as the first point of contact for learner queries, ensuring timely resolution and escalating to the relevant stakeholders when required. • Coordinate placement-readiness activities, including remock scheduling and eligibility tracking, in line with program guidelines. • Ensure all learner-facing communication follows approved templates and organisational standards. SKILLS & QUALIFICATIONS • Bachelor's degree in any discipline; a background or strong interest in finance, commerce, or business is preferred. • 1–4 years of experience in student support, academic operations, training coordination, or a related learner-facing role. • Strong communication and interpersonal skills, with the ability to manage learner relationships professionally. • Good working knowledge of MS Excel/Google Sheets and comfort working with LMS platforms and reporting tools. • Highly organised, detail-oriented, and able to manage multiple batches and deadlines simultaneously. • A proactive, problem-solving mindset with the ability to work collaboratively across teams. WHAT WE OFFER • The opportunity to work with a leading EdTech organisation shaping careers in finance and financial services. • A collaborative, fast-paced environment with exposure to program design, training operations, and learner success. • Competitive compensation and a clear path for growth within the Student Support and Training Governance function.