Student Success Manager

Student Success Manager

Indigo Research is dedicated to transforming the education landscape by pairing high school students with research mentors to complete and publish research projects. We aim to deliver transformative educational experiences and cultivate the next generation of scholars. The Student Success Manager (SSM) is critical to our mission, as they are responsible for the successful student experience.

The key focus of a SSM is to oversee the student's progress and experience at Indigo and to communicate effectively to maintain trust and strong collaboration, helping students effectively manage different priorities and tasks to stay on the agreed schedule and achieve desired goals.

SSMs are highly organized and skilled employees in project management who understand the needs of different stakeholders and keep the internal team on track to achieve desired student outcomes. They display business acumen and safeguard the students' and Indigo's investment throughout the student journey.

Key Responsibilities

Customer relationship management

• Ensure stellar experiences for all students, including VIPs, high potential students, and those referred to us by partnership organizations.
• Continuously audit student progress and identify any roadblocks or areas of improvement and resolve them in a timely manner.
• Proactively communicate with students, parents and team members to check in, update on progress, and support students to stay on schedule with milestones and ensure client satisfaction.
• Engage in conflict resolution to mitigate and eliminate complaints.
• Contribute to the company's revenue by proactively retaining clients, facilitating additional purchase of services (upsells) or referrals from current clients.

Internal Coordination

• Closely monitor student and tutor/mentor performance to ensure outcomes.
• Communicate and work with individual mentors to ensure a positive mentoring relationship and alignment with goals.
• Advocate on behalf of the client by sharing student/family's feedback with the wider team when applicable and proactively and preemptively align on action needed for issue resolution and ensure successful issue resolution.

Operations and ongoing improvement

• Monitor and report on student progress and strategically intervene as necessary for the benefit of the student.
• Stay up to date with and contribute to a repository of resources and knowledge base.
• Identify and highlight opportunities for service improvement and assist in the implementation of the same to ensure present and future needs of clients are met.

Qualifications & Skills

Qualifications

• 2-4 years working experience in education/mentoring/coaching/youth development
• Proficiency in Microsoft Office Suite, Google Suite
• Knowledge of college admissions and international education systems

Skills

• Analytical: Able to analyse patterns, predict roadblocks and identify gaps in service or lack of progress.
• Problem solving & resilience: Works well under pressure, demonstrates a positive outlook in times of uncertainty, recognises when to ask for support, continues to perform effectively in stressful and ambiguous circumstances, does not become defensive or irritated when times are tough, open to feedback
• Professionalism & customer service attitude: Acts professionally in situations that arouse strong personal or emotional reactions, for example in escalation scenarios, handles customer complaints and criticism constructively by listening, ability to show patience and empathy in all situations, a services mindset showing genuine care and the desire to help others, a willingness to go above and beyond
• Communication & interpersonal skills: Commands attention and brings leadership to client meetings, helps people feel at ease, extensive experience in customer relationship management, advanced English proficiency (verbal & written).
• Negotiation skills & adaptability: Builds rapport and trust, de-escalation and conflict resolution skills, high cultural awareness and adaptability to efficiently manage the different dynamics of customers and stakeholders from diverse backgrounds
• Teamwork & collaboration: Highly organized and exhibit effective time management, result-oriented with a can-do attitude, exhibit a positive attitude and a growth mindset in the workplace

What Success Looks Like

• Meeting NPS score and NPS response rate targets
• Identifying additional opportunities for student both locally and globally
• Appropriate issue handling and escalation, taking feedback and initiating change / improvements to service delivery where necessary
• Establishing trust and rapport with families quickly and effectively
  • Creating a successful transfer of the relationship from Indigo sales team
  • Being the first point of contact for any family inquiries, complaints or concerns
  • Providing proactive updates to the families, reducing the need for their follow-up
    
• Ensuring timely student progress and tailoring and/or restructuring each student's program to their benefit
  • Utilization of purchased support packages
  • Continued progression of milestone targets and goals
  • Strategic intervention to correct an off track student