Customer Success Manager
Job description
1. Execute the CONNECT Program according to established timelines.
2. Recruit current and prospective HCCC students to participate in the CONNECT program.
3. Collaborate with Student and Academic Affairs at both institutions to ensure a seamless student transfer experience.
4. Maintain regular contact with caseload of CONNECT students to facilitate a joint campus experience and transfer pathway.
5. Provide academic advising for CONNECT students while at HCCC to keep students on the appropriate CONNECT pathway to NJCU.
6. Identify potential barriers to student success and make appropriate referrals including, but not limited to mental health support, academic tutoring, and basic needs assistance.
7. Engage in data collection and assessment with established KPIs to measure student and program outcomes.
8. Execute marketing and promotion of the CONNECT Program to HCCC prospective and current students, including updates to CONNECT web pages.
9. Partner with Admissions and Early College Program on communications, marketing, and events to promote the CONNECT Program.
10. Create and execute a CONNECT communications and event strategy.
11. Establish a sense of community and belonging among CONNECT students, including but not limited to events, traditions, and dual-campus engagement.
12. Partner with faculty and academic colleagues at both institutions to create and maintain transfer pathways.
13. Ensure transparency and accuracy of program mappings on materials and CONNECT web pages.
14. Stay up to date on best practices related to transfer and student success.
15. Other duties as assigned.
16. Position is in-person with the ability to work at multiple HCCC and NJCU campuses.
17. In-person, 12-month role
- Strong written and oral communication skills, as well as strong student service orientation.
- Ability to work independently, as well as function as part of a team; and
- Ability to analyze problem situations, identify feasible solutions, and present recommendations in a concise, logical, and systematic manner.
- Master’s degree in higher education, student affairs, counseling or related field;
- Experience with educational database management systems and customer relationship management systems (EAB Navigate, Ellucian Colleague, Civitas, and Peoplesoft);
- Experience serving and supporting diverse student populations, particularly community college and/or transfer students;
- Bilingual ability in Spanish preferred.
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