Student Success Advisor

Boundless Learning (Internal); United States; Remote; USD 50,000 - 65,000; Full time

Job summary

Boundless Learning invites applications for a Student Success Advisor in North America. The role focuses on delivering top-tier student support, maintaining engagement, and guiding learners from enrollment to program completion.

You will manage a caseload, collaborate with the university partnerships, and leverage CRM tools to track progress and outcomes while advocating for student success and program adherence.

Qualifications

• 4-year degree from an accredited institution.
• Team player driven to their own success and student success.
• Experience building relationships with customers/students and internal stakeholders.
• Experience with customer/student centric processes and support levels.
• Excellent written and oral communications skills.
• Proficiency with Microsoft Office and IT systems.
• Ability to communicate and collaborate with diverse backgrounds.
• Ability to work flexible hours including late night and weekend coverage.
• Proven experience achieving on target results in customer service.
• Higher Education experience and/or knowledge of the Higher Education industry.
• Experience in Salesforce CRM.

Responsibilities

• Deliver prompt responses via phone, email, and SMS to provide information and guidance.
• Consistently achieve personal student retention targets and support enrollment goals.
• Identify at-risk students and provide interventions to promote timely graduation.
• Re-engage students returning from a break and keep them connected to online study.
• Act as a program specialist with curriculum knowledge and university policies.
• Welcome new students and build rapport to prepare them for rigorous programs.
• Develop relationships within the Student Success team and share knowledge.
• Develop proactive processes for student support, progression, and retention.
• Maintain detailed student records in Salesforce CRM to monitor cases.
• Represent the North America Student Success team on projects and initiatives.
• Be a positive advocate for change and embody Boundless Learning values.
• Serve as a Brand Ambassador for Boundless Learning.

Skills

Customer relationship

Team player

Communication

Retention targets

Proactive outreach

Problem solving

Adaptability

Coaching

Multitasking

Salesforce CRM

Salesforce & CRM usage

Education

4-year degree

Tools

Salesforce CRM

Microsoft Office

Job description

Open to Current Boundless Learning Employees, North America

At Boundless Learning we are empowering our customers to deliver exceptional experiences that expand opportunities for learners around the world. We put learner success at the heart of everything we do, empowering our partners to deliver personalized, learner-centric experiences that boost access and create economic mobility. At Boundless Learning you'll have the opportunity to collaborate with passionate, diverse teams, where your ideas are valued, and your expertise is respected. Join us on this meaningful journey towards transforming education and making a lasting difference in the lives of learners worldwide.

Our Student Success team delivers best in class student support with the aim of achieving the highest levels of student satisfaction and enrollments from one module to the next. Our Student Success team delivers high-quality support to students from initial enrollment and throughout their study journey, as they progress towards successful completion of their chosen program. Our Student Success Advisors have the highly rewarding experience of becoming an extension of the university partnership they work with and being an expert in supporting students on the programs they work with. The team is attractive to those people who want to work in a higher education environment, speak daily with students from around the country, many with very interesting life stories and diverse backgrounds.

About the Job

Highly organized and self-motivated, you will be someone who enjoys working with people in a customer service/account management capacity. You will demonstrate great customer service, be an effective team player and be driven to achieve retention targets while delivering outstanding student support to your student base.

A Student Success Advisor embodies our values, acts with agility, and enjoys working in an environment whereby they are having regular interactions with people, building strong and meaningful relationships. Reporting to the Manager, Student Success, the Student Success Advisors work both independently on their student caseload but collaboratively to inspire their peers, displaying excellent customer service and high levels of active listening through motivational student coaching, support, and guidance.

Key Responsibilities

• Deliver prompt response rates and high levels of proactive outbound communication to provide comprehensive non-academic information, advice and guidance while balancing support. Key communication methods include phone, email, and SMS
• Consistently achieve personal student retention targets, alongside achievement of high levels of student
• Actively promote continuous study to achieve graduation in a timely manner, identifying students at risk of failing to achieve their study goals and providing effective interventions alongside recognizing opportunities to increase student engagement
• Enthusiastically re-engage students who are taking a break from study, ensuring they remember their original goals while remaining well informed, supported and a part of their online study community to minimize student withdrawals from programs
• Act as a program specialist, ensuring extensive knowledge in a particular curriculum area in addition to university policies, regulations, and support services, utilizing online tools and resources to meet individual students’ requirements
• Welcome new students to their program efficiently while building rapport and demonstrating high levels of knowledge and pastoral support to prepare students for the rigors of their academic program and setting students up for success in their chosen program
• Develop and maintain relationships with a student base, remaining committed to delivering high levels of support as students navigate the complexities and challenges of online study from acceptance to graduation of their chosen program.
• Establish and maintain excellent relationships throughout the Student Success team, sharing knowledge and experience to ensure a high standard of service is maintained
• Help to develop effective processes to ensure a proactive approach to student support, progression, and retention
• Maintain detailed and accurate student records on our customized Salesforce CRM system, recording data and student communication accurately to monitor student cases, progress, and resolutions.
• Act as an ambassador in representing the North American Student Success team on projects to evolve the team approach and student support
• Be a supremely positive advocate for change
• Demonstrate our Boundless Learning Values and act as a Brand Ambassador

Qualifications

• 4-year degree from an accredited institution and/or appropriate combination of education and significant experience
• An effective team player who is driven to their own success and the success of the students
• Experience building relationships with customers/students and internal stakeholders
• Experience with customer/student centric processes and support levels
• Excellent written and oral communications skills
• Proficiency with Microsoft Office and IT Systems
• Ability to communicate and collaborate with people from a diverse range of cultural, educational, and professional backgrounds
• Ability to work flexibly with some late night and weekend coverage
• Proven experience achieving on target results in a customer service role
• Higher Education experience and/or Knowledge of the Higher Education industry
• Experience in Salesforce CRM

Requirements

• This position is based full-time in one of our Boundless Learning offices