Customer Success Program Manager Jobs in Lancaster, NH

BASIC FUNCTION
Serve as student success advisor for a caseload of new undergraduate students in their first year at VTSU. Facilitate a smooth transition into the university through personalized onboarding, including registration for first semester classes. Create a support network for advisees based on their individual needs and experiences. Help advisees establish goals and connect to their purpose in college while preparing them to effectively navigate their academic experience and beyond.

ESSENTIAL DUTIES & RESPONSIBILITIES

• Serve as student success advisor for an assigned caseload of undergraduate students who are in their first year at VTSU, that includes working collaboratively across departments and within Student Success to achieve Vermont State University student success goals, the university's mission and vision, accessibility requirements, and diversity, equity, and inclusion initiatives.
• Demonstrate inclusivity and provide excellent customer service in all modalities, including in-person, telephone, e-mail, video call, live chat, texting, and the like.
• Support incoming new students to make a successful transition into VTSU, register for the first semester, and progress toward graduation or completion, including:
• Use of advising, registration, and support tools, forms, and resources.
• Comprehension of degree requirements and the ability to monitor time to completion.
• Fielding questions about how transfer, dual enrollment, and other previously earned college credit apply toward program requirements.
• Connect advisees with other departments or resources as necessary (i.e., Career Services, Academic Support, Financial Aid/Billing, Wellness & Counseling, Residential Life, International Student Support, etc.)
• Work closely with faculty advisors to coordinate and provide team support for advisees.
• Assist with major exploration for undeclared advisees or advisees considering changing majors.
• Provide career and work readiness advising by:
• Identifying and explaining connections between majors, general education, and career paths.
• Motivating students to participate in career/major exploration activities, strengths inventories, assessments, and other career readiness tools.
• Facilitating enrollment in internships, micro-credentials, and other hands-on learning opportunities as part of the career development process.
• Supporting students to collect work readiness artifacts in an e-portfolio or the like.
• Administer advising surveys and provide follow-up support to advisees as needed.
• Collaborate with CNX1 instructors to support students as needed.
• Assist with the development, implementation, and assessment of interventions and programming designed to reduce achievement gaps among student groups, as determined by data analysis.
• Provide specialized advising to advisees who are on academic probation or otherwise at risk.
• Participate in events (for example, Early College/VAST, TRIO, Registration events, onboarding, orientation, etc)
• Use the advising system to enter meeting notes, track progress, and perform outreach to advisees.
• Manage and respond to faculty and staff-initiated alerts and automated alerts for advisees and other students as needed.
• Serve as member of CARES Early Alert team
• Support high school students enrolled in VTSU-taught courses through group onboarding and advising alert management, follow-up, and support.
• Support advisees through the study abroad/away exploration and application process.
• Conduct interviews with advisees who have indicated they wish to exit the university or take a leave of absence.
• Serve on university committees and perform other advising duties as assigned.
  

SUPERVISION RECEIVED
Direct supervision is received by an Associate Director of Advising.

MINIMUM QUALIFICATIONS
Bachelor's degree in appropriate discipline. Two to four years relevant experience, or experience
from which comparable knowledge and skills are acquired.

PREFERRED QUALIFICATIONS
Master's degree in appropriate discipline with two to four years relevant experience, or
experience from which comparable knowledge and skills are acquired.
KNOWLEDGE, SKILLS, & ABILITIES
Knowledge:

• Understanding of the educational goals and objectives of Vermont State University including attention to accessibility and diversity, equity, and inclusion.
• Understanding of the psychological and cultural characteristics of economically and educationally disadvantaged students, particularly in a rural setting.
• Awareness of developmental, holistic, and proactive approaches to academic & career advising.
• Necessary knowledge to provide personal non-clinical counseling and document case notes.
• Experience coordinating student support across multiple areas.

Skills:

• Excellent interpersonal and communication skills.
• Able to meet students where they are and ensure they feel listened to and they are comfortable working with advisor to navigate challenges and concerns as they come up.
• Strong organizational and problem-solving skills.
• Experience with (or ability to learn) technologies such as Aviso, Colleague, Self-Service,
• Slate, Microsoft products, and Perceptive Content.
• Proven record of accountability and follow-through with the ability to meet deadlines.

Abilities:

• Demonstrated ability to positively influence student skill development, such as communication skills, leadership skills, academic skills, technical skills, non-cognitive or 'soft' skills, and social skills.
• Demonstrated ability to foster student development in the attainment of student success goals, such as academic purpose, sense of belonging/identity, agency, career readiness, civic readiness, access & equity.
• Demonstrated positive attitude regarding Vermont State University and a desire to improve student outcomes, including attention to diversity, equity, and inclusion.
• Demonstrated ability to support a diverse community and promote diverse perspectives and cultures in an inclusive environment.
• Ability to work effectively with a wide range of individuals within the University and capacity to work as part of a team to collaborate and choose student success.
• Ability to collaborate effectively with college personnel as well as families/guardians and external resources in carrying out the various coordination, liaison, and advocacy aspects of the job.
• Ability to work some weekends and evenings to provide student support outside of normal business hours.

Scheduled Hours Weekly:

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