Student Success Advisor

30,000 reasons to get out of bed.

At Keypath it’s your chance to rise and shine.

With over 30,000 students globally changing their lives and the world around them for the better, every day Keypathers do meaningful work that creates impact.

Want to make a difference in the world? Become a Keypather.

All roles at Keypath Education are available as remote, hybrid or in-office – your choice.

Keypath Education is a leading global edtech company that partners with the world’s leading Universities to create innovative and in-demand online education programs and champion the student journey from enrolment to graduation. We are a rapidly growing, fast-moving international team who value community, collaboration, innovation and lifelong-learning.

Certified as a Best Place to Work by Crain’s Chicago Business and the Chicago Tribune, our Chicago office is home to close to 300 full-time employees. We gather teams of experts from digital marketing, course development, web development, finance and student service backgrounds to support university partners in the US, Canada, Australia, UK and Asia Pac.

Our people (we call them Keypathers) are working in North America in many of the United States, and provinces in Canada, in our offices or from their home-offices. We put our people first, which means you choose where you want to work from. For if and when you do want to come to the office, we have always placed importance on our office space to reflect our values of collaboration and innovation.

Sure, anyone can tell you how good their company culture is, but we encourage you to read our reviews and form your own opinion. We’ve got a caring and engaged Global CEO who replies to Glassdoor reviews personally and recognizes that the only way we can achieve our vision is through an inclusive culture that celebrates diversity, works in harmony and cares for the community.

Overview of the role:

Unlock Greatness with Keypath Education. We are growing, and our Student Success team is too! Keypath Education is seeking a Student Success Advisor to join our team in Schaumburg. The Student Success Advisor role will be responsible for meeting and exceeding student retention objectives for specific Keypath Academic Partners. He or she will work directly with enrolled students to proactively provide coaching support and troubleshoot at-risk issues to help students achieve their educational goals. This includes providing high touch support and acting as the student’s main contact during their program of study surrounding matters that include registration and course selection. The Student Success Advisor will maintain a continuous focus on the student experience and student success from initial enrollment through graduation.

Responsibilities include but are not limited to:

• Using a strategic engagement plan that involves a strong presence of phone strategy, cultivate strong relationships with students to build trust and act as their personal coach throughout their program of study
• Evaluate students’ abilities, interests and personality characteristics to provide regular coaching and support activities
• Work with students to help set personal goals and troubleshoot any at-risk issues
• Represent Keypath Academic Partner’s programs taking ownership and pride in both daily activities and long-term success
• Ensure new students are oriented to Partner policies and services prior to enrollment
• Be an expert in all areas of a student’s program including policy and courses to be used in student interaction
• Monitor attendance as well as academic and enrollment progress of students to ensure that students are achieving satisfactory standing
• Maintain high levels of student satisfaction as measured by student retention, student satisfaction surveys, student graduation rates and graduation surveys
• Be a strategic thinker to ensure prompt resolution of any course or program related obstacles
• Respond to students’ requests for assistance within 24 business hours
• Monitor courses to ensure student participation and communicate any at-risk issues with related stakeholders to discuss student status
• Maintain internal CRM to ensure student data integrity
• Work with Global Student Success team to develop and implement retention best practices and innovative student engagement initiatives
• Contribute to positive teamwork environment
• Meet or exceed student retention program and performance metrics each term
• Other duties as may be assigned

Education: Bachelor’s degree required

Experience:

• Experience working in higher education or similar environment preferred
• At least 1-2 years of related experience (Call Centre, In/Out Bound, Customer Service) preferred
• Ability to understand the needs and challenges faced by adult learners
• Passion for excellence and adaptability
• Excellent written and verbal communication skills
• Ability to multitask, prioritize and deal with ambiguity
• Ability to research, critically think about and analyse student records and policy for resolution
• Strong attention to detail including skills in record keeping and records management
• Strong interpersonal, problem solving and customer service skills
• Outstanding listening and comprehension skills
• Genuine interest and commitment to help students achieve their goals
• Work independently in the absence of supervision
• Use initiative and independent judgment within established guidelines

Skills and Competencies

• Proficiency with Microsoft Office Suite including Outlook, Word, Excel, Power Point and/or any internal CRM system

Benefits Include

• Competitive array of Medical, Vision and Dental
• Tuition Reimbursement
• Partner Degree Program - earn a free degree from one of our partner institutions
• 401 (k) Retirement Matching Contributions
• Paid Leave Policies
• Paid Holiday Week Shutdown in December
• Summer Flex/Family Flex Days
• Volunteer Time Off
• Professional Development Programs
• Remote/Flexible Work Options

Keypath Education is an equal opportunity employer that does not discriminate against applicants or employees and ensures equal employment opportunity for all persons regardless of their race, creed, color, religion, sex, sexual orientation, pregnancy, national origin, age, marital status, disability, citizenship, military or veterans’ status, or any other classifications protected by applicable federal, state or local laws. Keypath’s equal opportunity policy applies to all terms and conditions of employment, including but not limited to recruiting, hiring, training, promotion, job benefits, pay and dismissal.