Despite COVID-19, GetSmarter’s portfolio of online courses remains uninterrupted, offering digital education, wherever you may be.With 24/7 support from our dedicated success teams, GetSmarter ensures a premium learning experience, amidst global uncertainty.
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Student Success Manager

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Reference: Evergreen

What We’re Looking For:

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.

Responsibilities Include, But Are Not Limited To:

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.

Things That Should Be In Your Background:

  • 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.

About 2U Inc. (NASDAQ: TWOU)

At 2U, we power world-class online education and in-person boot camps. Going beyond traditional learning management systems, we use tech, people, and data to help top universities transform in the digital era—and eliminate the back row in higher ed. We support lifelong learning which means thinking beyond a single degree. It means finding ways for students to gain the skills they need to change careers, evolve their expertise, and meet the challenges of the changing world head-on. We help universities fill those needs—developing new digital education technologies and offerings capable of supporting students at different points in their lives. Whether they need a simple refresher, to learn something new, or to change their career trajectories completely, our university partners are there to help them succeed.Together with our partners, 2U has positively transformed the lives of more than 150,000 students and lifelong learners. 2U, Inc. has acquired and integrated two companies broadening our portfolio of education offerings into short courses with GetSmarter and boot camps with Trilogy. This role supports our GetSmarter line of business.

About GetSmarter

GetSmarter, a brand of 2U, Inc., partners with the world's leading universities to select, design and deliver premium online short courses which enables lifelong learners across the globe to obtain industry-relevant skills that are certified by the world’s most reputable academic institutions.

2U Diversity and Inclusion Statement

At 2U, we are committed to creating and sustaining a culture that embodies diverse walks of life, ideas, genders, ages, races, cultures, sexual orientations, abilities and other unique qualities of our employees. We strive to offer a workplace where every employee feels empowered by the ways in which we are different, as well as the ways in which we are the same. 

Benefits & Culture

Working at 2U means working with individuals that are passionate and mission driven. We collaborate on tough problems to deliver the best outcomes for our partners, students, and each other. You will find team members working together in our open office spaces, gathered in the kitchen grabbing a snack, or taking a break in our game rooms.

2U Cape Town offers a comprehensive benefits package:

  • 2 complimentary Getsmarter short courses per year
  • Subsidised medical aid with Discovery
  • Employee Assistance Program (EAP)
  • Generous leave policy including time off to volunteer for non-profit organizations

To learn more, visit 2U.com. #NoBackRow

Note: The above statements are intended to describe the general nature and level of work performed by individuals assigned to this position, and are not intended to be construed as an exhaustive list of all responsibilities, duties and skills required. All employees may be required to perform duties outside of their normal responsibilities from time to time, as needed.

2U 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. 2U’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.