Role: Customer Success Specialist

Location: Kochi, Kerala, India

Mode: Full Time

Liaison Scope: Product Development Team, Engineering, External Vendors, and

University Stakeholders

Purpose of the Role

This role serves as a specialist support function bridging pedagogical success and technical

infrastructure. You will be responsible for ensuring that the Learning Experience Platform (LXP)

remains seamlessly integrated, licensed, and optimized for educational institutions. The role focuses on supporting Technical Operations, coordinating Vendor Management for software licensing, and facilitating Partner Integrations to maintain a reliable and scalable digital ecosystem. As a dedicated and enthusiastic Customer Success Specialist, you will play a pivotal role in enhancing customer satisfaction and improving platform adoption through effective support, communication, collaboration, and delivery.

3. Key Responsibilities

A. Technical Operations & Vendor Management

Licensing & Procurement: Act on behalf of Aula to work internally within Coventry, who

owns the assets and procurement. Responsible for the timeliness of software licensing

renewals to ensure plenty of time is given to follow Coventry's processes, working

closely with the accountable manager and relevant teams.

Vendor Liaison: Serve as the primary point of contact for external software vendors

and technology partners.

Integration Governance: Operate in a support capacity to receive technical requests

from partners regarding third-party integrations (e.g., LTI tools, API-based plugins),

escalating technical implementation to designated leads.

Performance Monitoring: Work internally with the tech lead to monitor support ticket

performance and provide necessary monthly updates on progress.

B. Product Support & Development Liaison

Stakeholder Advocacy: Act as an end-user facing advocate responsible for ensuring

that client feedback is documented. Ensure the product team takes this feedback into

consideration by prioritizing and grouping it on Productboard.

Testing Support (UAT): Act as internal end-users to work alongside the QA team to

test new platform releases, ensuring deployments align with user needs.

Strategic Roadmapping: Offer cursory, as-needed support for market research and

competitive analysis of UX, guided directly by the product team.

C. Customer Success & Support

Help Centre Management: Critically manage, maintain, and expand the Help Centre to

ensure users have access to accurate, up-to-date self-service resources.

Thematic Flexibility & Relationship Management: Operate flexibly across the three

core CS team themes: Support, Partner Success, and Engagement/Profile. Build trust

with high-level stakeholders, including Digital Services teams and University

administrators.

Implementation Architecture: Guide institutional clients through complex platform

setups and technical integrations with existing University systems.

Escalation Management: Provide expert-level support for complex technical issues,

acting as the final point of resolution before Engineering intervention.

Troubleshooting: Diagnoses and troubleshoots product issues/bugs and applies

creative solutions for resolution/workarounds independently.

Team Operations: Helps coach Product Support Specialists on best practices in

responding to customers and using tools efficiently to provide seamless customer

support. Provides weekend coverage as needed

4. Person Specification

Attribute and Essential Requirements

Education : Bachelor’s degree in Business, Education, or a Technical field (e.g., CS, IT) , or Educated to degree level in a relevant discipline with a professional qualification or substantial experience in

related field in lieu of the above.

Technical Expertise : Proven experience in Technical Support, Account Management,

or Tech Ops within the EdTech sector. Previous experience (3+ years) in a technical support/ customer support role. .

Operations Knowledge : Experience managing software licensing, vendor relationships,

and partner integrations.

System Knowledge : Good working knowledge of Zendesk or similar customer support

management tools.

Soft Skills : Ability to articulate complex technical concepts to non-technical

stakeholders and resolve high-stakes conflicts. Ability to de-escalate tense conversations with angry users and sympathise with users to provide quality care in a timely manner.

LMS/ LXP : Deep proficiency in Learning Management Systems or Learning

Experience Platforms.

5. Key Performance Indicators (KPIs)

1. Integration Stability: Percentage of uptime and successful data syncs for partner

integrations.

2. Vendor Efficiency: Cost-optimization and compliance rating of the software licensing

portfolio.

3. Product Influence: Number of client-driven features successfully moved from UAT to

Production.

• 4. Client Health Score: Retention and engagement metrics across assigned educational