Student Success Coach 1, 2, or 3

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Job Posting Title:

Student Success Coach 1, 2, or 3

Position Type:

Professional / Unclassified

Department:

LSUAM Online - Online Student Retention - Learner Team (Alisha Carroll (00085916))

Work Location:

United Plaza XII

Pay Grade:

Job Description:

Student Success Coach 1

The Student Success Coach serves as a dedicated liaison for learners throughout their journey in LSU Online programs, ensuring a learner-centered experience by providing personalized support and coordination of university logistics. This position collaborates closely with online program managers, University Admissions, faculty, and staff to address learners' needs and enhance their experience from enrollment to graduation. The Student Success Coach will work within a collaborative, results-driven environment, partnering with the marketing and Enrollment Concierge teams to achieve enrollment and retention goals. Flexibility, strong commitment to world-class customer service, and a proactive approach to solving learner issues are key in this role. The Student Success Coach Tier 1 will meet daily KPIs, resolve complex learner challenges, and contribute to the retention strategy, ensuring learners' success at every stage of their program.

Job Responsibilities:

Provide exceptional, student-centered support by serving as the primary point of contact for online learners, ensuring they receive seamless assistance throughout their journey. Proactively manage logistics related to admissions, registration, enrollment, financial aid, and graduation, collaborating closely with relevant departments such as Colleges, the Graduate School, Admissions, Financial Aid, and others. Act as an advocate for learners, working with both students and internal support teams to resolve challenges and ensure a smooth experience. Regularly monitor and analyze reports to ensure learners’ needs are being met, and communicate proactively with students and stakeholders to provide comprehensive support. The Student Success Coach Tier 1 will also meet daily outreach and retention goals, take ownership of student issues, and seek continuous feedback and coaching to improve service delivery. 65%

Effectively utilize technology systems, including CRM, SIS, LMS, and other tools, to track and support the student journey. Maintain accurate records to provide a comprehensive view of learner progress and engagement. Proactively manage a personal database of learners, ensuring proper database management and leveraging reports to monitor student movement through degree programs and pathways. Use data-driven insights to facilitate student retention and enrollment goals, ensuring a seamless experience throughout their academic journey. 15%

Take ownership of learner issues by providing proactive support and effective problem-solving, ensuring full resolution and clear communication with the learner. Offer general support and registration assistance to Continuing Education learners and customers beyond assigned student populations. Responsibilities may include assisting with telephone registrations for learners or partnered companies, managing email distribution, and coordinating closely with constituent departments to ensure seamless solutions. 15%

Participates in continual professional development, working to ensure high levels of customer service excellence. Other duties may be assigned to assist in the overall success of the division. 5%

Minimum Qualifications:

Bachelor's degree with 0-1 year of experience

LSU values skills, experience, and expertise. Candidates who have relevant experience in key job responsibilities are encouraged to apply— a degree is not required as long as the candidate meets the required years of experience specified in the job description.

Student Success Coach 2

The Student Success Coach, reporting to the Online Retention Team Manager, acts as a dedicated liaison for learners throughout their journey in LSU Online programs. As the primary point of contact for fully online learners, the Student Success Coach provides personalized support and behind-the-scenes coordination to ensure a seamless enrollment, registration, and learning experience. This role requires strong collaboration with online program managers, University Admissions, faculty, and critical staff to effectively support learners and drive retention. The Student Success Coach will also work closely with the marketing and Enrollment Concierge teams, aligning with enrollment and retention goals. Flexibility, proactive problem-solving, and a commitment to world-class service are key in supporting learners’ needs. The Student Success Coach Tier 2 will meet daily KPIs, take ownership of complex issues, and help learners achieve their academic and personal goals, all while consistently seeking feedback and applying coaching to improve their impact.

Job Responsibilities:

Provide high-quality, student-centered support by acting as the primary point of contact for online learners, ensuring a seamless experience throughout their journey. Proactively manage logistics related to admissions, registration, enrollment, financial aid, and graduation, collaborating closely with departments such as Colleges, the Graduate School, Admissions, Financial Aid, and others. Serve as an advocate for learners, working with students and support teams to identify and implement effective solutions to any challenges. Run, process, and analyze reports to ensure comprehensive support, and communicate clearly and proactively with students and key stakeholders. The Student Success Coach Tier 2 will work toward achieving both individual and team goals, meeting KPIs, and actively contribute to the training and onboarding of new team members, while also participating in process improvement initiatives. This role involves taking ownership of student issues, meeting established goals, and seeking continuous feedback and coaching. 60%

Utilize technology systems, including CRM, SIS, LMS, and other tools, to track and analyze the student journey, ensuring accurate data management and a full picture of learner progress. Maintain and proactively manage a personal database of learners to support enrollment and retention goals across degree programs and student pathways. Process reports and analyze data to identify trends and enhance student support efforts. Assist in training new team members on database and reporting best practices while contributing to process improvements for data management and student engagement strategies. 20%

Take ownership of learner issues by providing proactive support and effective problem-solving, ensuring full resolution and clear communication with the learner. Offer general support and registration assistance to Continuing Education learners and customers beyond assigned student populations. Responsibilities may include assisting with telephone registrations for learners or partnered companies, managing email distribution, and coordinating closely with constituent departments to ensure seamless solutions. 15%

Participates in continual professional development, working to ensure high levels of customer service excellence. Supports initiatives to further the overall success of the division. Other duties may be assigned. 5%

Minimum Qualifications:

Bachelor's degree with 1 year of experience

LSU values skills, experience, and expertise. Candidates who have relevant experience in key job responsibilities are encouraged to apply— a degree is not required as long as the candidate meets the required years of experience specified in the job description.

Student Success Coach 3

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