Student Success Associate

Edversity; Islamabad; On-site; PKR 670,000 - 1,004,000; Full time

Job summary

Edversity is seeking a Student Success Associate in Islamabad to own the student journey after enrollment, ensuring engagement and successful completion of programs.

The role emphasizes student completion, retention, and proactive outreach to at-risk students, with collaboration across instructors and operations.

Qualifications

• Bachelor's degree required.
• 0–2 years of experience in student support or related roles.
• Strong verbal and written communication skills.
• Comfortable handling student calls and difficult conversations.
• Strong follow-up and organizational skills.
• Ability to manage multiple students and cohorts simultaneously.
• Proficient in CRM and LMS platforms and basic data recording.

Responsibilities

• Conduct onboarding calls with every new student within 72 hours of enrollment.
• Confirm class schedule, program expectations, LMS access, communication channels, and important payment dates.
• Build strong relationships with students from the beginning of their journey.
• Review attendance, LMS activity, assignments, and engagement to identify at-risk students.
• Reach out to at-risk students and help them find practical solutions to continue their program.
• Regularly check in with active cohorts through group messages and follow-ups.
• Coordinate with instructors and operations to resolve student issues quickly.
• Log important student conversations and follow-ups in the CRM and maintain notes.

Education

Bachelor's degree in Business, Education, Management, Psychology, Communications, or related field

Tools

CRM systems

LMS platforms

Google Sheets

Job description

About Edversity

Edversity is a technology education platform focused on helping students build industry-relevant skills in areas including Artificial Intelligence, Cybersecurity, Data, Cloud, and Web3.

We are looking for a Student Success Associate who will own the student journey after enrollment and help students stay engaged, overcome challenges, and successfully complete their programs.

This is not a sales, collections, or teaching role. The primary responsibility is student completion and retention.

Ideal Candidate

The ideal candidate is someone who naturally thinks: "Why is this student disengaging, and what can I do to help them complete the program?" You should be empathetic, proactive, organized, and comfortable holding students accountable while maintaining a positive relationship.

Key Responsibilities

Student Onboarding

• Conduct an onboarding call with every new student within 72 hours of enrollment.
• Confirm class schedule, program expectations, LMS access, communication channels, and important payment dates.
• Make sure students clearly understand the commitment required to complete the program.
• Build a strong relationship with students from the beginning of their journey.

Student Retention & At-Risk Management

• Review attendance, LMS activity, assignments, and student engagement regularly.
• Identify students at risk of dropping out, including students who:
• Miss two or more sessions.
• Do not log into the LMS for seven days.
• Miss important assignments or project submissions.
• Show signs of disengagement.

Contact every at-risk student and understand the reason behind disengagement. Work with students to find practical solutions and help them continue their program. Maintain and update the student risk list.

Student Engagement

• Regularly check in with active cohorts through group messages, individual calls, or follow-ups.
• Encourage students to remain consistent with classes, assignments, and projects.
• Support students facing scheduling, workload, personal, or temporary financial challenges.
• Help students stay accountable without making them feel pressured or ignored.

Student Feedback & Coordination

• Collect feedback on instructors, class timings, curriculum, content, and overall experience.
• Identify recurring student complaints or issues.
• Escalate academic or operational concerns to the relevant team.
• Coordinate with instructors and operations to resolve student issues quickly.

CRM & Documentation

• Log all important student conversations and follow-ups in the CRM.
• Maintain accurate notes regarding student concerns, commitments, and next actions.
• Apply hardship flags where appropriate.
• Maintain complete documentation for students who repeatedly disengage or fail to meet commitments.
• Escalate confirmed bad-faith defaulters to the senior approver with complete notes.

Reporting

• Course completion rate.
• Dropout rate by batch and week.
• At-risk students.
• Student outreach response rate.
• Common reasons for disengagement.
• Recurring complaints.
• Batch transfers and enrollment freezes.

Testimonials & Referrals

• Identify satisfied students approaching completion.
• Collect testimonials, reviews, and student success stories.
• Encourage happy students to refer friends, colleagues, or peers to Edversity.

Decision-Making Authority

The Student Success Associate may independently:

• Pause or freeze a student's enrollment.
• Shift a student to a later batch.
• Extend an installment payment date by up to 15 days.
• Apply a hardship flag.

The Student Success Associate does not have authority over:

• Discounts.
• Fee waivers.
• Refunds.
• Legal escalation.
• Changes to official pricing.

These matters must be escalated to the relevant senior team member.

Key Performance Indicators

The primary KPI for this role is:

Course Completion Rate

Additional KPIs include:

• Dropout rate by week.
• Reduction in early-stage dropout.
• Response rate from at-risk students.
• Student re-engagement rate.
• Referrals generated.
• Testimonials collected.
• Quality and consistency of CRM documentation.

This role is explicitly not measured on fee recovery or collections.

The Student Success Associate should be seen by students as someone helping them complete their journey, not someone calling only for payments.

What We Are Looking For

• Bachelor's degree in Business, Education, Management, Psychology, Communications, or a related field.
• 0 to 2 years of experience in student support, customer success, customer service, education operations, community management, or a similar role.
• Strong verbal and written communication skills.
• Comfortable handling student calls and difficult conversations.
• Strong follow-up and organizational skills.
• Ability to manage multiple students and cohorts at the same time.
• Comfortable using CRM systems, LMS platforms, Google Sheets, or similar tools.
• Strong empathy with the ability to maintain accountability.
• Ability to identify problems early and take ownership of resolving them.
• Good documentation and reporting discipline.

Why Join Edversity

This role directly impacts one of Edversity's most important outcomes: helping students successfully complete the programs they enroll in.

You will work closely with students, instructors, and internal teams while helping build a strong student success function as Edversity continues to grow.