Student Success Platform Manager - EAB Navigate360

About the College

Holyoke Community College is housed on a multi-million-dollar, 135-acre campus, equipped with state-of-the-art technology in specialized learning facilities. HCC serves over 9,000 students annually and provides a variety of recreational and cultural activities, from sports programs to music festivals, for students and community members alike. The college's mission is to Educate, Inspire, and Connect, with core values of Kindness, Inclusion, Trust, Innovation, and Collaboration.

About the Role

Reporting to the Dean of Strategic Recruitment Initiatives, the Student Success Platform Manager serves as the lead manager and technical expert for EAB’s Navigate360 platform. This role ensures its effective, secure, and innovative use to support new student onboarding, successful course completion, retention, and graduation. The position oversees system administration, user support, data integrity, training, and process improvement while partnering with IT and campus stakeholders to coordinate integrations, troubleshooting, upgrades, and reporting.

The Student Success Platform Manager provides guidance to faculty, staff, and advisors in leveraging EAB’s Navigate360 for case management, communication campaigns, and targeted interventions. The role drives campus-wide strategies that align with institutional goals for student success through collaboration, training, and proactive promotion of best practices.

Responsibilities

• Serve as the primary Application Manager for HCC, managing and coordinating campus-wide use and continual process improvement of EAB’s Navigate360.
• Provide technical support and expertise as the lead Application Manager for EAB’s Navigate360 users across the college.
• Ensure the secure and appropriate use of EAB’s Navigate360 data, record and maintain user access permissions, and keep users informed of changes and new features.
• Verify and update EAB’s Navigate360 data standards, documentation, and Google Site.
• Collaborate with campus stakeholders to develop and deliver training for the use of EAB’s Navigate360 in onboarding, success, and retention of students.
• Partner with the information technology enterprise applications team to support technical troubleshooting, testing with existing systems and services, and upgrades.
• Serve as the point person with EAB for the submission and tracking of support tickets.
• Provide ongoing end-user support, answer technical questions, and offer department-specific use case guidance and configurations within the platform.
• Schedule workshops and trainings on features and updates.
• Partner with departments to integrate EAB Navigate360 into strategic plans and lead conversations around assessment, implementation, and continuous improvement of EAB Navigate360-supported initiatives.
• Coordinate with stakeholders to support the technical assignment of workload and case management across functions related to student onboarding, advising, success, and retention.
• Initiate projects, develop plans, timelines of assessment, and coordinate communication among stakeholders including advisors, faculty, staff, and students.
• Gather feedback/input from campus partners to develop a plan of action for system feature implementation.
• Maintain knowledge of EAB’s Navigate360 platform functions, tools, and reporting capabilities, and use these tools to provide reports and data to inform student success strategies.
• Participate in various committees to establish policies for the usage of EAB’s Navigate360 and coordinate institutional strategies and processes in support of student success.
• Actively participate in EAB-led support webinars, bi-weekly support calls, community boards, and idea portal submissions.
• Support users in the development of care unit and location-specific communication campaigns and regularly assess intervention strategies with different features to support student success and departmental strategic plans.
• Consult with departments and functional units in the development of student support initiatives and opportunities to provide greater coordination of targeted interventions in support of student success across campus.
• Support departments in developing their own training processes for the use of EAB Navigate360.
• Proactively promote strategies to better serve students and improve student outcomes.
• Coordinate with enrollment and student support leaders to support the technical implementation of workflows and assess the effectiveness of strategies.
• Coordinate with the offices of Institutional Effectiveness and Strategic Analytics, Information Technology, and Enrollment Management to validate and improve institutional data and reporting in support of retention and student success.
• Make data-driven decisions to ensure the College’s Strategic Plan goals and benchmarks are met.

Requirements

• Bachelor’s Degree.
• Three (3) years of coordination/project management of technology programs or other leadership experience.
• Experience administering student success software or technology platforms, specifically EAB’s Navigate360.
• Strong working knowledge of Ellucian Banner or other similar student information systems.
• Ability to translate complex technical concepts and functionalities to non-technical audiences.
• Demonstrated ability to listen effectively, identify critical paths quickly, and adjust plans and approach as necessary.
• Demonstrated experience in building a climate that elevates equity, diversity, and inclusion.
• Experience in managing multiple projects under tight deadlines and with changing demands.

Preferred Qualifications

• Master’s Degree in Higher Education Administration, Business Administration, Psychology, Organizational Management, or other related disciplines.
• Demonstrated experience in implementing and evaluating the use of student success management platforms and/or educational technology platforms.
• Experience working in a community college or a similar institution of higher education, community organization, or large institution.
• Ability to function effectively as part of a distributed team, working effectively as an individual contributor, team member, and as a manager of complex projects and resources.

Equivalency Statement

We welcome and encourage applicants who do not meet the stated qualifications to put in writing precisely how their background and experience have prepared them for the responsibilities of this position. It is preferred that this document be uploaded separately from the resume, cover letter, and references.

Pay

Salary Range: $69,492.94 - $76,725.08 per year (Grade 5), plus a comprehensive State benefits package.

Schedule

37.5 hours per week. Full-Time Non-Unit Professional Position.