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Job Posting Title:
Student Success Coach 1, 2, or 3
Position Type:
Professional / Unclassified
Department:
LSUAM Online - Online Student Retention - Learner Team (Alisha Carroll (00085916))
Work Location:
United Plaza XII
Pay Grade:
Job Description:
Student Success Coach 1
The Student Success Coach serves as a dedicated liaison for learners throughout their journey in LSU Online programs, ensuring a learner-centered experience by providing personalized support and coordination of university logistics. This position collaborates closely with online program managers, University Admissions, faculty, and staff to address learners' needs and enhance their experience from enrollment to graduation. The Student Success Coach will work within a collaborative, results-driven environment, partnering with the marketing and Enrollment Concierge teams to achieve enrollment and retention goals. Flexibility, strong commitment to world-class customer service, and a proactive approach to solving learner issues are key in this role. The Student Success Coach Tier 1 will meet daily KPIs, resolve complex learner challenges, and contribute to the retention strategy, ensuring learners' success at every stage of their program.
Job Responsibilities:
Provide exceptional, student-centered support by serving as the primary point of contact for online learners, ensuring they receive seamless assistance throughout their journey. Proactively manage logistics related to admissions, registration, enrollment, financial aid, and graduation, collaborating closely with relevant departments such as Colleges, the Graduate School, Admissions, Financial Aid, and others. Act as an advocate for learners, working with both students and internal support teams to resolve challenges and ensure a smooth experience. Regularly monitor and analyze reports to ensure learners' needs are being met, and communicate proactively with students and stakeholders to provide comprehensive support. The Student Success Coach Tier 1 will also meet daily outreach and retention goals, take ownership of student issues, and seek continuous feedback and coaching to improve service delivery. 65%
Effectively utilize technology systems, including CRM, SIS, LMS, and other tools, to track and support the student journey. Maintain accurate records to provide a comprehensive view of learner progress and engagement. Proactively manage a personal database of learners, ensuring proper database management and leveraging reports to monitor student movement through degree programs and pathways. Use data-driven insights to facilitate student retention and enrollment goals, ensuring a seamless experience throughout their academic journey. 15%
Take ownership of learner issues by providing proactive support and effective problem-solving, ensuring full resolution and clear communication with the learner. Offer general support and registration assistance to Continuing Education learners and customers beyond assigned student populations. Responsibilities may include assisting with telephone registrations for learners or partnered companies, managing email distribution, and coordinating closely with constituent departments to ensure seamless solutions. 15%
Participates in continual professional development, working to ensure high levels of customer service excellence. Other duties may be assigned to assist in the overall success of the division. 5%
Lsu · United Plaza Xii