Student Success Coach

About the Role

As a Student Success Coach, you are responsible for providing student support to American College of Education’s students. You are directly responsible for retention and outreach of an assigned student population and work collaboratively with Enrollment, Admissions, Registration, and Academics to ensure all questions or concerns are addressed. You provide technical support throughout the student life-cycle from enrollment through graduation.

Responsibilities

• Provides student support throughout the student life cycle from Enrollment through Graduation.
• Provides technical support associated with MyACE Portal, Canvas, ACE email, and the ACE mobile app. Assists students with technology-related challenges and offers resources for further assistance.
• Accountable for onboarding activities for new and re-entry students.
• Directs students to financing options and assists with finance/payment related questions.
• Maintains proactive contact strategies with individual students to assist them with strategies for success at ACE.
• Responds to inbound student inquiries immediately and provides assistance to students with any program or success related questions or challenges.
• Maintains knowledge of programs offered, policies and processes to support the student life-cycle.
• Manages at-risk students and provides outreach and support.
• Accountable for the expectations outlined in the Student Success Coach Expectation Policy.

Requirements

• Demonstrates self-reliance by meeting/exceeding workflow needs.
• Demonstrates positive attitude and motivation, concern for students, teamwork, and excellent time management skills.
• Follows established processes as outlined by organization and leadership.
• Completes assigned duties based on daily business needs and individual skill set.
• Consistently produces a high volume of quality work.
• Capable, and adapts as needed, to work under pressure and meet tight deadlines.
• Proven ability to work independently with limited supervision and with other department personnel.
• Must support and embrace the College’s Impact mission to improve the people and communities we serve through our civic engagement initiatives.
• Must have exceptional communication, organization, and time management skills.
• Must be "self-motivated" as well as creative and efficient in proposing solutions to complex, time-critical problems.
• Must be collaborative in driving decisions and a team-player.
• Strong analytical and problem-solving skills with a high attention to detail.
• Builds and maintains student satisfaction.
• Recognizes and anticipates student needs.

Qualifications

• A Bachelor’s degree is required.
• Customer service experience required.
• Excellent presentation skills both verbal and written.
• Ability to develop professional rapport with students.
• Ability to multi-task and meet deadlines; displays a high level of accuracy.
• Knowledge of MS Office: Word, Excel, and Outlook.

Skills

You thrive in a competitive and collaborative team environment. You are comfortable working remotely and have experience collaborating with others in a virtual environment. You possess a strong attention to detail.

Schedule

• Monday through Thursday from 12:00 pm to 9:00 pm EST, and on Fridays, 10:00 am to 7:00 pm EST.
• Monday through Thursday from 11:00 am to 8:00 pm CST, and on Fridays, 9:00 am to 6:00 pm CST.
• Monday through Thursday from 10:00 am to 7:00 pm MST, and on Fridays, 8:00 am to 5:00 pm MST.
• Monday through Thursday from 9:00 am to 6:00 pm PST, and on Fridays, 7:00 am to 4:00 pm PST.

Pay

The starting hourly rate is $23.07. Full-time employees are eligible for an annual bonus.

Benefits

For our full-time employees, we offer the following benefits:

• Medical, dental, & vision Insurance
• HSA and FSA options
• Paid parental leave
• Paid volunteer time
• Tuition reimbursement & reduction programs
• Generous PTO
• 401k and employer match
• Full-service wellness and EAP program
• Employee recognition and awards programs
• Employer paid life & AD&D insurance
• Short-term disability
• Employer paid long-term disability

Physical Demands

The physical demand described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. While performing the duties of this job, the employee is regularly required to communicate with and receive communications from students and ACE employees in real time using online and other electronic media.

About Us

Founded in 2005, American College of Education continues to be a leader in professional development through our online programs. The mission of ACE is to deliver high-quality, affordable, and accessible online programs grounded in evidence-based content, real-world experience, and relevant application that places our students’ needs first. ACE is a mission-driven institution continually recognized for its commitment to social responsibility and positive impact. As an Impact Institution, we believe we have a responsibility to our students, alumni, employees, communities, and society as a whole.

At American College of Education, we’re all about building a one-of-a-kind, supportive community where everyone—students, faculty, and staff—can thrive. Guided by our mission and values, we focus on everything from innovative curriculum design to personalized instruction and student support to intentional planning, inclusive initiatives, and strategic resource allocation. We’re dedicated to creating an environment that celebrates freedom of expression, diversity of thought, open dialogue, and mutual respect.

American College of Education seeks to attract and retain a diverse staff consistent with its diverse student body and surrounding communities. At this time we cannot consider candidates residing in Alaska, Washington D.C., Massachusetts, South Dakota, or Alabama. ACE is an Equal Opportunity Employer.