Student Success Manager

Student Success Manager

Indigo Research is dedicated to transforming the education landscape by pairing high school students with research mentors to complete and publish research projects. We aim to deliver transformative educational experiences and cultivate the next generation of scholars. The Student Success Manager (SSM) is critical to our mission, as they are responsible for the successful student experience.

The key focus of a SSM is to oversee the student's progress and experience at Indigo and to communicate effectively to maintain trust and strong collaboration, helping students effectively manage different priorities and tasks to stay on the agreed schedule and achieve desired goals.

SSMs are highly organized and skilled employees in project management who understand the needs of different stakeholders and keep the internal team on track to achieve desired student outcomes. They display business acumen and safeguard the students' and Indigo's investment throughout the student journey.

Key Responsibilities

Customer Relationship Management

• Ensure stellar experiences for all students, including VIPs, high potential students, and those referred to us by partnership organizations.
• Continuously audit student progress and identify any roadblocks or areas of improvement and resolve them in a timely manner.
• Proactively communicate with students, parents and team members to check in, update on progress, and support students to stay on schedule with milestones and ensure client satisfaction.
• Engage in conflict resolution to mitigate and eliminate complaints.
• Contribute to the company's revenue by proactively retaining clients, facilitating additional purchase of services (upsells) or referrals from current clients.

Internal Coordination

Operations and Ongoing Improvement

Qualifications & Skills

Qualifications

Skills

What Success Looks Like