Introduction to Kaplan
Kaplan, a trailblazer in education and professional advancement for over 80 years, is at the forefront of innovation, collaboration, and creativity. As a global company operating at the intersection of education and technology, we are committed to delivering a best-in-class educational experience. Our mission is to make a positive impact and inspire change in the world around us. We are now seeking a dedicated and dynamic Student Success Manager to join our team and play a pivotal role in the academic journey of our students.
Job Overview
As a Student Success Manager, you will be responsible for recruiting, enrolling, and guiding a diverse cohort of students through our undergraduate and graduate programs. This role involves advising prospective students from initial contact through to graduation, ensuring they receive comprehensive support throughout their academic journey. If you are passionate about education, have excellent communication skills, and are committed to making a difference in the lives of students, we encourage you to apply for this exciting opportunity.
Primary Responsibilities
- Recruitment and Enrollment: Engage in recruiting efforts to attract and enroll qualified undergraduate and graduate students. Conduct outreach activities through outbound calls, scheduled phone appointments, emails, chat, video chat, and SMS.
- Student Advising: Advise and guide students regarding career and program interests, ensuring alignment with their academic and professional goals. Assist prospective students through the enrollment process specific to their chosen program.
- Onboarding and Financial Guidance: Manage all aspects of onboarding for enrolled students, providing financial guidance related to funding their education from enrollment through graduation.
- Personalized Student Support: Offer personalized advice and support, nurturing relationships, aligning degree outcomes with career goals, and providing course guidance and registration support to ensure stellar student experiences. Orient students regarding admissions and catalog requirements, academic policies, registration procedures, and available resources.
- Cohort Management: Service a cohort of students, meeting predetermined enrollment and retention metrics. Encourage and support students to progress through advanced degree programs.
- Collaboration and Compliance: Collaborate with academic and admissions departments along with faculty to ensure program alignment and student success and adherence to State and Federal regulations, FERPA, and institutional compliance standards.
- Technology Utilization: Effectively utilize technology platforms for student management, communication, and engagement, and maintain knowledge of online education platforms and career planning tools.
Essential Qualifications
To be successful in this role, you will need:
- A Bachelor's Degree with a focus in Business, Education, Psychology, or Communications.
- A minimum of 3 years of relevant experience in counseling/advising, customer service, and/or sales concierge service, with a proven track record of managing a large customer base.
- Strong proficiency in utilizing technology for student management and engagement.
- Familiarity with student information systems and CRM tools such as Cvue, SRM (SalesForce), CampusLogic, Brightspace, Canvas, Slate.
- Proficient with Outlook, Microsoft Office, and/or Google Apps for Work.
- Excellent consultative sales and problem-solving skills.
- Excellent verbal and written communication, good listener, interpersonal skills, time management, organizational, problem-solving/decision-making skills.
- Ability to provide advice on academic, organization, and university policies and processes, including funding.
- Understanding of the nuances of FERPA guidance and regulations.
Preferred Qualifications
While not essential, the following qualifications are desirable:
- Experience working in a remote environment.
- Knowledge of online education platforms and career planning tools.
- Experience with conflict resolution and de-escalating student issues.
- In-depth knowledge of academic programs and university policies.
- Ability to analyze student data and reports to optimize student experience and outcomes.
Skills and Competencies
To excel in this role, you will need to possess:
- Strong communication and interpersonal skills: Ability to build rapport with students, faculty, and staff.
- Excellent problem-solving and analytical skills: Ability to analyze student data and reports to optimize student experience and outcomes.
- Strong organizational and time management skills: Ability to prioritize tasks and manage multiple projects simultaneously.
- Ability to work in a fast-paced environment: Ability to adapt to changing priorities and deadlines.
- Strong technical skills: Ability to utilize technology platforms for student management, communication, and engagement.
Career Growth Opportunities and Learning Benefits
At Kaplan, we are committed to the growth and development of our employees. As a Student Success Manager, you will have access to:
- Professional development opportunities: Training and development programs to enhance your skills and knowledge.
- Career advancement opportunities: Opportunities to advance your career within the company.
- Mentorship and coaching: Guidance and support from experienced professionals in the field.
- Access to online courses and training programs: Opportunities to enhance your knowledge and skills in areas such as education, technology, and career development.
Work Environment and Company Culture
At Kaplan, we pride ourselves on our positive and supportive work environment. As a Student Success Manager, you will be part of a dynamic and compassionate team that is committed to making a difference in the lives of students. Our company culture is built on the values of:
- Collaboration and teamwork: We work together to achieve our goals and support each other in our endeavors.
- Innovation and creativity: We encourage innovation and creativity in all aspects of our work.
- Diversity and inclusion: We value diversity and promote inclusion in all aspects of our operations.
- Excellence and quality: We strive for excellence and quality in all aspects of our work.
Compensation, Perks, and Benefits
We offer a competitive benefits package, including:
- Remote work: Flexible work arrangements that allow you to work from home.
- Comprehensive retirement package: Automatically enrolled in The Company Contribution Plan (8-10% annual company contribution based on tenure).
- Tuition assistance: Substantial discounts for our employees and close family members.
- Competitive health benefits: New hire eligibility starts day-1 of employment.
- Generous paid time off: Paid holidays, vacation, personal, sick paid time-off, plus one (1) volunteer day and one (1) diversity and inclusion day to participate and give back to our local communities.
Conclusion
If you are a motivated and compassionate individual who is passionate about education and making a difference in the lives of students, we encourage you to apply for this exciting opportunity. As a Student Success Manager at Kaplan, you will be part of a dynamic and supportive team that is committed to delivering a best-in-class educational experience. Apply now and take the first step towards a rewarding and challenging career in education.
Apply Now