Student Success Manager

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Reference: 10070/MZ/10042019

Our Success Managers are passionate about helping our students succeed and are the frontline custodians of tier-one university partner brands and 2U’s brand. Dedicated Success Managers are responsible for providing premium, personalised course support solutions to students on a portfolio of online short courses, building a one-to-one meaningful relationship, with a primary focus on exceptional customer experience and retention.

Student Support

  • Provide fast, effective support and personalised communication to student queries via email, phone, and on the online discussion forums
  • Utilise an in-depth understanding of the technical functions of the Online Campus to guide a student in navigating the course and, where necessary, have basic knowledge on how to troubleshoot technical problems
  • Provide an assessment of critical situations and determine when escalation is required to internal teams via pre-defined channels and follow up to ensure resolution 

Course Delivery

  • Employ creative thinking and problem solving techniques to provide finance-related, student records and certification related support
  • Self-manage workload through the use of data and metrics to drive efficiency in order to meet defined KPIs and participate in regular qualitative coaching and development feedback. Remain up-to-date on departmental processes and resolution procedures through ongoing training and development

Retention

  • Successfully retain students through the management of extension, suspension, deferral, and cancellation requests and the creation of personalised remediation and support plans in collaboration with associated Tutor teams.

 

Education and Experience:

  • Undergraduate degree preferred, preferably in communications, psychology, social sciences or equivalent;
  • A minimum of 1 year experience in a service-oriented, customer support or related role
  • Demonstrated passion for customer service in the interests of the business and customer
  • Excellent command of the English language, verbal and written communication skills and demonstrated proficiency in telephonic engagement
  • Excellent interpersonal skills, consistently amicable and responsive in dealing with all people, both externally and internally;
  • Ability to simply convey concepts, principles and procedures via multiple channels such as email, phone and chat;
  • Understanding of technical and business process at a high level;
  • Minimum technical proficiency in working on different systems (training will be provided);
  • Questioning, taking ownership of and simplifying the tasks to achieve business outcomes.