Student Success Manager- MSP

Job Title 

Student Success Manager- MSP

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.

This position will be responsible for enrolling, starting, and advising a cohort of students who are interested in undergraduate and graduate programs.  This position advises and guides prospective students through the enrollment process, course selection, and programs and provides guidance and advice as the student matriculates through their respective programs to graduation.  

All candidates must be able to work the following schedule:

Monday - Friday 9 AM - 6 PM EST with 2 late nights a week (11 AM-8 PM or 10 AM-7 PM EST)

Primary Responsibilities:

• Advise and guide students regarding career and specific program interests. This includes advising students in all matters relating to the achievement of the desired outcome of graduation.

• Assist and advise the prospective student through the enrollment process specific to the program identified. 

• Responsible for all aspects of onboarding enrolled students; providing students with financial guidance as it relates to funding for the program from enrollment through graduation.

• Provide personalized service to advise and support the student, nurture a healthy relationship, and continually re-verify the alignment of career goals with degree outcomes.

• Orient students with regard to admissions and catalog requirements, academic policies, registration procedures, student resources, and programs that will help support the student in being self-sufficient in making proper class and elective selections.

• Service a cohort of students while meeting predetermined student metric requirements.

• Encourage and foster students to progress through the next enhanced degree.

• Adhere to State and Federal regulations, FERPA, and Kaplan Compliance Standards.

• Adhere to continued school-specific programmatic training.

• Provide stellar student experience throughout the student life cycle.

• Other duties as assigned.  

Minimum Qualifications:

• Bachelor's Degree with a focus in Business, Education, Psychology, or Communications. 

• A minimum of 3 years of relevant experience in counseling/advising, stellar customer service and/or sales concierge service, and management of a large customer base.

• At least two years of experience for every year of formal education is required. (Applies to internal employees only).

• Technology: Knowledge and skills are considered essential in using technology to assist individuals with understanding the online learning platform as well as career planning.

• Cvue, SRM(SalesForce), CampusLogic, Brightspace

• Proficient with Microsoft Office and/or Google Apps for Work

• Ability to provide advice on academic, organizational, and university policies and processes to include funding. Ability to understand programs of study, university policies, online platforms, student services, and academic organization.

• Excellent verbal and written communication, good listening, 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 mu