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Senior Student Success Manager

Inspira Futures

Inspira Futures

United States
Posted on Thursday, May 2, 2024

About Inspira Education

Inspira Education is one of the fastest-growing edtech startups in the US. As the world’s leading network of top admissions consultants in medical, legal, business, and college studies, we’re building software and services in one place—disrupting long-entrenched institutions with products and experiences that strive to provide an equal platform for candidates from diverse backgrounds worldwide. We help college applicants and parents with the highest quality content, tutoring, and advising services for their college and graduate school applications.

We believe that diversity drives learning. To meet our mission, we encourage, support, and celebrate different ideas, perspectives, and backgrounds. As a fully distributed (remote) team, we challenge one another to find the most effective way to empower learners, teachers, and parents. Your name, race, religion, gender, nationality, sexual orientation, and age are not barriers; they are why we want to work with you. We invite talented and creative candidates who value the importance of nurturing a student’s boundless curiosity to join us on this journey.

We operate globally across five brands - Inspira Futures, Inspira Advantage, Quad Education, Juris Education, and Foundation Learning. As one of the fastest growing edtech firms in the world, we are backed by some of the leading venture capital firms and investors in the world including Craft Ventures, Jeff Fluhr (Founder of Stubhub), David Sacks (Former COO of PayPal and Founder of Yammer), Kygo (World renowned DJ), among others.

The Role

The Senior Student Success Manager plays a pivotal role in overseeing the student experience at Inspira, with a strong emphasis on managerial responsibilities. Serving as the primary point of contact for students and their families, this role ensures the timely execution of personalized roadmaps to achieve desired outcomes and goals. Collaborating closely with various internal stakeholders, the Senior Student Success Manager ensures seamless service delivery and maintains high levels of client satisfaction.

Reporting to the Director of Student Success, this role will act as the go-to contact point for policy creation, project management, and implementation, and will grow into management and mentorship of multiple direct reports, in addition to client relation and matching responsibilities. The key focus of the role is to build and nurture relationships, both internally and externally, as well as demonstrate business acumen to safeguard both student and company investments throughout the entire Inspira journey. As a valued partner to counselors, students, families, and the internal Student Success Department, the Senior Student Success Manager contributes to cultural awareness and program enhancement initiatives, fostering an organization of continuous improvement and excellence. This role can be located anywhere in the United States or Canada.

Responsibilities:

  • Lead and oversee various functions within the organization, including policy creation, project management, client relationship management, and internal team management
  • Proactively identify and address issues, offering suggestions and implementing policies and processes to improve customer service and operational efficiency
  • Oversee task delegation and project management, ensuring updates are communicated effectively among team members and project goals are met
  • Identify areas for improvement within the team and company, making recommendations for enhancements and process optimization
  • Demonstrate a collaborative and ego-free approach, actively engaging in hands-on work while also maintaining a strategic, upper-level management perspective
  • Manage and mentor Student Success Managers, providing guidance, support, and leadership on an ongoing or permanent basis to ensure their professional growth and development within the organization
  • Engage in conflict resolution and handle complaints as the main point of contact for the team
  • Proactively organize meetings and interactive communications with students, parents, and internal team members as required to check in, update on progress, support students to stay on schedule with milestones, and ensure client satisfaction
  • Utilize all available resources (where applicable) to assist students with action steps to build admission candidacy and address application-related questions
  • Be the lead point of contact for clients, with an emphasis on parent liaison, and provide timely and accurate responses to their inquiries concerning the college admissions process and the delivery of Inspira services
  • Coordinating students and match them with the appropriate tutors/mentors in conjunction with the Enrollment team
  • Closely monitor client and tutor/mentor performance to ensure measurable outcomes, strategically intervening where necessary for the benefit of the student
  • Stay up to date with and contribute to a pool of counselor training resources and knowledge base
  • Maintain open and transparent communication, providing regular updates and ensuring the team is informed and engaged.

Qualifications:

  • 5+ years of people management and customer service experience, including managing teams and leading a large number of freelancers or contractors
  • Proven track record of navigating and excelling in smaller organizational settings, particularly in startup environments
  • Proven experience in being proactive in creating and implementing new policies, building out departments, and driving organizational growth
  • Strong professionalism and customer service attitude, including the ability to handle customer complaints constructively, show empathy, and go above and beyond to ensure client satisfaction
  • Proven ability to work well under pressure, with a focus on resilience and maintaining a positive outlook in high-pressure situations
  • Excellent communication and leadership skills, with advanced proficiency in English, both verbal and written, and experience in customer relationship management
  • Proficient negotiation skills and adaptability, with the ability to build rapport and trust, resolve conflicts, and effectively manage diverse stakeholders
  • Highly organized with effective time management skills, result-oriented, and strong problem-solving abilities with a can-do attitude and a growth mindset
  • Prior experience or knowledge in education, mentoring, coaching, or youth development and familiarity with college admissions and international education systems would be advantageous
  • Strong proficiency in Hubspot and Google Suite is desirable

Why you’ll love Inspira

  • Amazing people with a great vision and values
  • Remote-first team across the US and Canada
  • 100% coverage on health, vision, and dental coverage
  • Flexible Paid-time Off
  • Learning and Development Budget for Employees
  • Retirement Savings Plans
  • Diversity and inclusion programs that promote employee resource groups like OWN (Outreach Women's Network), AAPI, Rainbow (LGBTQIA+), Gender+, LatinX, Black Excellence, Disability Community, and Veterans

Interested in learning more about Inspira Education, please visit https://www.inspiraeducationgroup.com/.

Inspira Education Group does not discriminate based on race, sex, color, religion, age, national origin, marital status, disability, veteran status, genetic information, sexual orientation, gender identity, or any other reason prohibited by law in providing employment opportunities and benefits.