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.

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 stud