Student Success Specialist

Description

The Student Success Specialist is dedicated to the student experience in and out of the classroom, working to ensure every aspect of campus and staff execute on GA's value proposition, brand aesthetic and voice. 

This person strives to create a world-class environment for students ensuring an inviting and conducive learning experience. This role is a balance of reviewing and analyzing feedback, monitoring system operations and enacting automation and process improvements where appropriate, and serving as the main point of contact for students outside the classroom. 

Responsibilities

• Monitor Student Services inbox and Slack channels ensuring all inquiries are responded to within 24-48 hours. 
• Create and onboard all incoming students to in-class tools and resources (welcome emails, course trackers/rosters, sketch licenses, slack invite/channel setup, etc.), and track student pre-work data ensuring students meet 100% completion standards prior to the start of class. 
• Support student collections outreach and act as a liaison between students and Finance. 
• Track student progress against graduation requirements, monitoring and coordinating interventions to address red flags. 
• Oversee the development and execution of SSPs/IEPs partnering with local Instruction & Outcomes.
• Mediate and manage student withdrawal requests, tracking/reporting, and retention strategy.
• Send letters of completion to qualified students and remove students from in-course tools and resources.
• Demonstrates a baseline understanding of all GA Education Product lines in order to create tools and systems necessary for program delivery
• Facilitate student-facing events, update student-facing event calendar and ongoing community outreach. 
• Develop and execute local strategy for student-facing events and ongoing community outreach. 
• Foster a welcoming and inclusive community for all students and alumni. 
• Review both qualitative and quantitative student data to identify trends in the learner experience.
• Represent the voice of the student owning cross-functional communication and collaboration across teams. 
• Oversee the execution of local student success strategy. 

Required Skills

• 1-2 years of work experience, preferably in a customer or client success role. 
• Tech and system savvy; familiar with Google Suite. 
• Great written and verbal communication skills. 
• Can navigate an ever-changing, fast paced environment and demonstrable ability to come up with solutions. 
• Learns new processes quickly and accurately. 
• Maintains a positive and professional demeanor. 
• Highly organized, can coordinate multiple projects at once 
• Strong ability to multitask, prioritize, problem-solve, and execute in a timely fashion. 
• Able to anticipate customer needs and act accordingly. 
• Comfortable with ambiguity and last-minute changes, remains calm under pressure. 
• Is open to feedback and collaboration, and committed to transparency

Core Competencies

• Action Oriented 
• Collaborates 
• Communicates Effectively 
• Customer Focus 
• Interpersonal Savvy 
• Manages Complexity
• Optimizes Work Processes