Job Description

OVERVIEW OF THE ROLE:

Unlock Greatness with Keypath Education. We are growing, and our Student Success team is too! Keypath Education is seeking a Student Success Advisor to join our team in Schaumburg. The Student Success Advisor role will be responsible for meeting and exceeding student retention objectives for specific Keypath Academic Partners.  He or she will work directly with enrolled students to proactively provide coaching support and troubleshoot at-risk issues to help students achieve their educational goals.  This includes providing high touch support and acting as the student’s main contact during their program of study surrounding matters that include registration and course selection. The Student Success Advisor will maintain a continuous focus on the student experience and student success from initial enrollment through graduation.

RESPONSIBILITIES INCLUDE BUT ARE NOT LIMITED TO: 

• Using a strategic engagement plan that involves a strong presence of phone strategy, cultivate strong relationships with students to build trust and act as their personal coach throughout their program of study
• Evaluate students’ abilities, interests and personality characteristics to provide regular coaching and support activities
• Work with students to help set personal goals and troubleshoot any at-risk issues
• Represent Keypath Academic Partner’s programs taking ownership and pride in both daily activities and long-term success
• Ensure new students are oriented to Partner policies and services prior to enrollment
• Be an expert in all areas of a student’s program including policy and courses to be used in student interaction
• Monitor attendance as well as academic and enrollment progress of students to ensure that students are achieving satisfactory standing
• Maintain high levels of student satisfaction as measured by student retention, student satisfaction surveys, student graduation rates and graduation surveys
• Be a strategic thinker to ensure prompt resolution of any course or program related obstacles
• Respond to students’ requests for assistance within 24 business hours
• Monitor courses to ensure student participation and communicate any at-risk issues with related stakeholders to discuss student status
• Maintain internal CRM to ensure student data integrity
• Work with Global Student Success team to develop and implement retention best practices and innovative student engagement initiatives
• Contribute to positive teamwork environment
• Meet or exceed student retention program and performance metrics each term
• Other duties as may be assigned

Qualifications

EDUCATION: Bachelor’s degree required

EXPERIENCE:  

• Experience working in higher education or similar environment preferred
• At least 1-2 years of related experience (Call Centre, In/Out Bound, Customer Service) preferred
• Ability to understand the needs and challenges faced by adult learners
• Passion for excellence and adaptability
• Excellent written and verbal communication skills
• Ability to multitask, prioritize and deal with ambiguity
• Ability to research, critically think about and analyse student records and policy for resolution
• Strong attention to detail including skills in record keeping and records management
• Strong interpersonal, problem solving and customer service skills
• Outstanding listening and comprehension skills
• Genuine interest and commitment to help students achieve their goals
• Work independently in the absence of supervision
• Use initiative and independent judgment within established guidelines

SKILLS AND COMPETENCIES

• Proficiency with Microsoft Office Suite including Outlook, Word, Excel, Power Point and/or any internal CRM system

Additional Information

BENEFITS INCLUDE

• Competitive array of Medical, Vision and Dental
• Tuition Reimbursement
• Partner Degree Program - earn a free degree from one of our partner institutions
• 401 (k) Retirement Matching Contributions
• Paid Leave Policies
• Paid Holiday Week Shutdown in December
• Summer Flex/Family Flex Days
• Volunteer Time Off
• Professional Development Programs
• Remote/Flexible Work Options

Keypath Education is an equal opportunity employer that does not discriminate against applicants or employees and ensures equal employment opportunity for all persons regardless of their race, creed, color, religion, sex, sexual orientation, pregnancy, national origin, age, marital status, disability, citizenship, military or veterans’ status, or any other classifications protected by applicable federal, state or local laws. Keypath’s equal opportunity policy applies to all terms and conditions of employment, including but not limited to recruiting, hiring, training, promotion, job benefits, pay and dismissal.