Student Success Manager (SPOC)

Job Title 

Job Description

For more than 80 years, Kaplan has been a trailblazer in education and professional advancement. We are a global company at the intersection of education and technology, focused on collaboration, innovation, and creativity to deliver a best-in-class educational experience and make Kaplan a great place to work.

The future of education is here and we are eager to work alongside those who want to make a positive impact and inspire change in the world around them.

We are seeking a dedicated and dynamic Student Success Manager to recruit, enroll, and guide 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. ​

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.

Minimum Qualifications:

• Bachelor Degree with a focus in Business, Education, Psychology, or Communications.
• A minimum of 3 years of relevant experience counseling/advising, stellar customer service and/or sales concierge service, management of a large customer base.
• At least two years of experience for every year of formal education required. All interested candidates for this position who do not have a degree must enroll in a degree-seeking program and maintain good standing with any student loan debt.(Applies to internal employees only).
• Strong proficiency in utilizing technology for student management and engagement
• Technology: Knowledge and skills considered essential in using technology to assist individuals with understanding the online learning platform as well as career planning.
• 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
• Ability to provide advice on academic, organization and university policies and processes to include funding. Ability to understand programs of study, university policies, online platform, student services, and academic organization.
• Excellent consultative sales and problem solving skills
• Excellent verbal and written communication, good listener, interpersonal skills, time management, organizational, problem solving/decision making.
• Conflict resolution, ability to de-escalate student issues.
• Understanding the nuances of FERPA guidance and regulations.
• Analyze the student dashboard and reports to optimize student experience and outcomes.
• Objectively consider issues, identify alternatives, and choose and implement solutions to best support the student.
• In-depth knowledge of online education platforms.
• Identify and understand students' career decision-making processes.
• A self-motivated, strong work ethic, go-getter, results-oriented, resilient, compassionate, patient and persuasive, flexible, passionate, ability to multitask, and detail-oriented.

We offer a competitive benefits package including:

Remote work providing flexible work/life balance
Comprehensive Retirement Package automatically enrolled in The Company Contribution Plan (8-10% annual company contribution based on tenure)
Our Gift of Knowledge Program provides tuition assistance and substantial discounts for our employees and close family members
Competitive health benefits and new hire eligibility starts day-1 of employment
Generous Paid Time Off includes 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
And so much more!

#LI-NMB
#LI-Remote

For full-time positions, Kaplan has two Salary Grades, this position is a position is a Salary Grade A: $31,200 to $78,600. Actual compensation for this role is determined by several factors including but not limited to job level, candidate's skills, experience, and education, among other factors determined by the business.

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At Kaplan, we recognize the importance of attracting and retaining top talent to drive our success in a competitive market. Our salary structure and compensation philosophy reflect the value we place on the experience, education, and skills that our employees bring to the organization, taking into consideration labor market trends and total rewards.  All positions with Kaplan are paid at least $15 per hour or $31,200 per year for full-time positions. Additionally, certain positions are bonus or commission-eligible.   And we have a comprehensive benefits package, learn more about our benefits here.

Diversity & Inclusion Statement:

Kaplan is committed to cultivating an inclusive workplace that values diversity, promotes equity, and integrates inclusivity into all aspects of our operations. We are an equal opportunity employer and all qualified applicants will receive consideration for employment regardless of age, race, creed, color, national origin, ancestry, marital status, sexual orientation, gender identity or expression, disability, veteran status, nationality, or sex. We believe that diversity strengthens our organization, fuels innovation, and improves our ability to serve our students, customers, and communities. Learn more about our culture here.

Kaplan considers qualified applicants for employment even if applicants have an arrest or conviction in their background check records. Kaplan complies with related background check regulations, including but not limited to, the Los Angeles County Fair Chance Ordinance for Employers and the California Fair Chance Act.  There are various positions where certain convictions may disqualify applicants, such as those positions requiring interaction with minors, financial records, or other sensitive and/or confidential information.

Kaplan is a drug-free workplace and complies with applicable laws.