Student Success Coach
The Student Success Coach plays a critical and supportive role in strengthening division efforts to provide quality advising and promote overall student success. The primary functions are to build long-lasting, positive relationships with prospective and enrolled students in support of Colorado State University (CSU) Online, foster a successful transition to the university, engage in innovative and holistic approaches to providing students with strategies and resources for academic success, foster student engagement, assist with timely graduation, and participating in division/University initiatives related to student engagement, recruitment, and retention.
This position will report directly to the Manager of Recruitment and Retention.
Required Job Qualifications
- Bachelor’s degree
- At least two years professional work experience in an environment that involved recruiting new customers or students, managing multiple clients, motivating them to action, and maintaining a relationship with them throughout a process
- Experience in professional communication with customers through regular phone and e-mail communications
- Experience applying software or using databases in the customer service or recruitment industry to manage multiple sales contacts or clients
- Strong customer service skills including the ability to positively interact with students and/or clients, colleagues, and faculty
- Evidence of ability to manage multiple tasks and deadlines simultaneously
Preferred Job Qualifications
- Master’s degree in Student Affairs, Adult Education, Business, Marketing, Management, or related field
- Experience with one or more of the following areas: sales, marketing, advising, higher education, recruitment processes, models, and strategies
- Possession of technology skills involved in the ability to use email and online system applications to retrieve information and track progress
- Experience using organizational, planning, and time-management skills.
- Proven ability to work independently and as a member of a team
- Previous experience in online education in either professional or personal capacity, including experience working with students, parents, faculty, and staff
- Strong interest in student persistence, retention, and student success
- Experience working with diverse populations
Reflecting departmental and institutional values, candidates are expected to have the ability to advance the Department’s commitment to diversity and inclusion.
Job Duty Category
- Responsible for advising students on admissions and degree completion requirements and provide information and service to help potential students determine if CSU is a university that meets their educational and personal objectives.
- Conduct follow-up contact through outbound calls and emails to prospective students to assess their educational needs, explain the benefits and objectives of CSU Online programs, provide students with educational solutions that best match their individual needs, and facilitate communication with program staff and department advisors where necessary.
- Use the CRM system to collect and utilize prospective students’ information, while maintaining appropriate confidentiality according to FERPA guidelines, and send follow up communication (which includes maintaining detailed contact information, interests, preferences and communication history), and oversee data entry by staff as necessary.
- Travel to education fairs, career fairs, information meetings, open houses, and other outreach events to recruit for programs, provide overall brand awareness, and/or support the University’s overall mission.
- Responsible for recruitment goals based on program type, target market, student needs, and recruiting processes; monitor progress; and be accountable for goal achievement.
- Conduct research and evaluate processes and available tools to identify new opportunities for recruiting students.
Percentage Of Time
Job Duty Category
Retention/Academic Support and Advising
- Track and measure student progress; utilize that information in an effort to retain every student admitted to CSU.
- Conduct proactive outreach and intervention activities with students, selecting those strategies where there is a strong likelihood of making a difference in student persistence and academic success.
- Responsible for retention goals based on program type, target market, student needs, and recruiting processes; monitor progress; and be accountable for goal achievement.
- Conduct research and evaluate processes and available tools to identify new opportunities for retaining students.
- Advocate for student success and student needs, keep informed of changes in policies and requirements for a range of degree and certificate programs, take an active role in coaching students toward success, and demonstrate sensitivity to a range of diverse student needs.
- Participate in proactive outreach and retention efforts; utilize data to discern patterns of success/difficulty and design strategic interventions.
- Assist students daily with solving a wide-range of problems including but not limited to issues logging into Canvas, RAMweb, and other University supported services, password resets, drops/withdraws, course availability, billing, applications, accreditation, tuition and fees, etc. and provide additional resources, and/or refer students to campus resources for academic and/or personal support.
- Determine appropriate educational solution for a diverse student population and make recommendations to resources/offices on campus for additional support.
- Monitor student progress towards educational/career goals and provide support towards achievement.
- Interpret and provide rationale for institutional policies, procedures, and requirements.
Percentage Of Time
Special Instructions to Applicants
References will not be contacted without the prior notification of candidates.
Conditions of Employment
Pre-employment Criminal Background Check (required for new hires)
Mike Macklin firstname.lastname@example.org
Colorado State University is committed to providing an environment that is free from discrimination and harassment based on race, age, creed, color, religion, national origin or ancestry, sex, gender, disability, veteran status, genetic information, sexual orientation, gender identity or expression, or pregnancy and will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. Colorado State University is an equal opportunity/equal access/affirmative action employer fully committed to achieving a diverse workforce and complies with all Federal and Colorado State laws, regulations, and executive orders regarding non-discrimination and affirmative action. The Office of Equal Opportunity is located in 101 Student Services.
Background Check Policy Statement
Colorado State University (CSU) strives to provide a safe study, work, and living environment for its faculty, staff, volunteers and students. To support this environment and comply with applicable laws and regulations, CSU conducts background checks. The type of background check conducted varies by position and can include, but is not limited to, criminal (felony and misdemeanor) history, sex offender registry, motor vehicle history, financial history, and/or education verification. Background checks will be conducted when required by law or contract and when, in the discretion of the university, it is reasonable and prudent to do so.