Continuing Education Student Success Coach 1, 2, Or 3

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Job Posting Title:

Continuing Education Student Success Coach 1, 2, or 3

Position Type:

Professional / Unclassified

Department:

LSUAM Online- CERLS - Recruitment & Retention Team (Allyson C. Romero (00086684))

Work Location:

Louisiana Emerging Technologies Center

Pay Grade:

Professional Hourly

Job Description:

Continuing Education Student Success Coach 1

The CE Student Success Coach acts as a liaison between the learner and various internal and external contacts throughout the learner's experience by providing personalized support to ensure a learner-centered experience is maintained. Staff must resolve complex learner issues, work within a Recruitment & Retention division, understand the OCE "big picture," and be able to work with learners to assist them to their next goal within the division or outward. The position requires flexibility, commitment to world-class customer services, and execution of the OCE strategic plan. The Student Success Coach Tier 1 will support personal and team completion and enrollment goals by meeting daily outreach metrics, taking ownership of student issues, and consistently asking for feedback and coaching.

Job Responsibilities

Student Support: Serves as the primary point of contact for active students through completion, delivering exceptional, student-centered support to designated learner populations. Acts as an advocate for students, collaborating with learners and other support staff to identify and implement effective solutions to challenges. Runs and processes reports to ensure a seamless experience for active learners. Communicates clearly and proactively with students and key stakeholders within the organization to ensure comprehensive support. Student Success Coach Tier 1 will support personal and team completion and enrollment goals by meeting daily outreach metrics, taking ownership of student issues, and consistently asking for feedback and coaching. 65%

Database Management: Runs and processes reports to support student engagement and retention. Ensures proper database management, maintaining accurate records that provide a full picture of activities and learner progress in the CRM. Efficiently uses reports to track and facilitate the proper movement of learners through the Continuing Education (CE) process. 15%

Generalized Customer Service: Provides generalized support and registration assistance to Continuing Education learners and customers outside assigned student populations. Some tasks may include telephone registration assistance for learners or partnered companies and email distribution. 15%

Miscellaneous: Participates in continual professional development, working to ensure high levels of customer service excellence. Other duties may be assigned to assist in the overall success of the division. 5%

Minimum Qualifications:

Bachelor's degree with 0-1 or more years of professional experience in recruitment, sales, student support, customer service, or related field.

Degree Substitute: LSU values skills, experience, and expertise. Candidates who have relevant experience in key job responsibilities are encouraged to apply- a degree is not required as long as the candidate meets the required years of experience specified in the job description.

Preferred Qualifications:

Master's degree with 1+ years of professional experience in recruitment, sales, customer service or related field.

Specific Experience:

Higher education or Continuing Education experience preferred. Online learning experience preferred.

Additional Requirements:

Operation Essential Personnel- This position may be asked to work during an official closure, but who is otherwise not required to report to the physical campus during a closure and whose absence does not present a risk to the safety, resources, and well-being of the campus per FASOP HR-01.

Continuing Education Student Success Coach 2

The CE Student Success Coach acts as a liaison between the learner and various internal and external contacts throughout the learner's experience by providing personalized support to ensure a learner-centered experience is maintained. Staff must resolve complex learner issues, work within a Recruitment & Retention division, understand the OCE "big picture," and be able to work with learners to assist them to their next goal within the division or outward. The position requires flexibility, commitment to world-class customer services, and execution of the OCE strategic plan. The Student Success Coach Tier 2 will support completion goals by meeting daily outreach metrics, taking ownership and problem-solving the learner's needs, meeting established goals for this tier, and asking for feedback and coaching.

Job Responsibilities:

Student Support: Serves as the primary point of contact for students through completion, delivering exceptional, student-centered support to designated learner populations. Acts as an advocate for students, collaborating with learners and other support staff to identify & implement effective solutions to challenges. Runs, processes, and analyzes reports to ensure a seamless experience. Communicates clearly & proactively with students and key stakeholders within the organization to ensure comprehensive support. Works toward achieving individual and team goals, meeting KPIs. Contributes to the training & onboarding of new team members, & participates in process improvement initiatives. Tier 2 supports completion goals by meeting daily outreach metrics, owning and problem-solving learners needs, meeting established goals for this tier, & asking for feedback and coaching. 60%

Database Management: Processes reports and analyzes data to support student engagement and retention. Ensures proper database management, maintaining accurate records that provide a full picture of activities and learner progress in the CRM and other systems. Proficiently uses reports to track and facilitate the proper movement of learners through the Continuing Education (CE) process and looks for insights and patterns to enhance student support efforts. Assists in training new team members on database and reporting best practices, and contributes to process improvements for data management. 20%

Generalized Customer Service: Provides generalized support and registration assistance to Continuing Education learners and customers outside assigned student populations. Some tasks may include telephone registration assistance for learners or partnered companies and email distribution. 15%

Miscellaneous: Participates in continual professional development, working to ensure high levels of customer service excellence. Other duties may be assigned to support initiatives to further the overall success of the division. 5%

Minimum Qualifications:

Bachelor's degree with 2 or more years of professional experience in recruitment, sales, customer service or related field.

Degree Substitute: LSU values skills, experience, and expertise. Candidates who have relevant experience in key job responsibilities are encouraged to apply- a degree is not required as long as the candidate meets the required years of experience specified in the job description.

Preferred Qualifications:

Master's degree with 2 years of professional experience in recruitment, sales, student support, customer service, or related field.

Specific Experience:

Higher education or Continuing Education experience preferred. Online learning experience preferred.

Additional Requirements:

Operation Essential Personnel- This position may be asked to work during an official closure, but who is otherwise not required to report to the physical campus during a closure and whose absence does not present a risk to the safety, resources, and well-being of the

campus per FASOP HR-01.

Continuing Education Student Success Coach 3

The CE Student Success Coach acts as a liaison between the learner and various internal and external contacts throughout the learner's experience by providing personalized support to ensure a learner-centered experience is maintained. Staff must resolve complex learner issues, work within a Recruitment & Retention division, understand the OCE "big picture," and be able to work with learners to assist them to their next goal within the division or outward. The position requires flexibility, commitment to world-class customer services, and execution of the OCE strategic plan. The Student Success Coach Tier 3 will support enrollment goals by meeting and exceeding daily outreach metrics established for this tier, by taking ownership and problem-solving the learner's needs, and by giving other team members feedback for growth. This position may be tasked with additional duties and/or stretch assignments to support priorities or projects within OCE.

Job Responsibilities:

Student Support: Serves as the primary point of contact for active students through completion, delivering exceptional, student-centered support to designated learner populations. Acts as an advocate for students, collaborating with learners & support staff to identify and implement effective solutions. Communicates clearly & proactively with students and internal and external stakeholders to ensure comprehensive support. Works toward achieving individual & team goals, meeting KPIs. Plays a lead role in training, onboarding, & mentoring new team members, & actively contributes to process improvements to enhance team efficiency and student outcomes. Tier 3 supports completion goals by meeting & exceeding daily outreach metrics established for this tier, by owning and problem-solving learners' needs, & by giving team members feedback for process improvements. 60%

Database Management: Runs, processes, analyzes, and modifies reports to ensure a seamless experience and support student engagement. Ensures proper database management, maintaining accurate records that provide a full picture of activities and learner progress in the CRM and other systems. Expertly uses reports to track and facilitate the proper movement of learners through the Continuing Education (CE) process. Shows full self-sufficiency in data management, proactively using insights to enhance student support strategies. Leads training and onboarding efforts for new team members in database practices and actively contributes to process improvement initiatives that optimize data accuracy and accessibility for the team. 20%

Generalized Customer Service: Provides generalized support and registration assistance to Continuing Education learners and customers outside assigned student populations. Some tasks may include telephone registration assistance for learners or partnered companies and email distribution. 15%

Miscellaneous: Participates in continual professional development, working to ensure high levels of customer service excellence. Consistently contributes to initiatives to support the overall success of the division. This position may be tasked with additional duties and/or stretch assignments to support priorities or projects within OCE. Other duties will be assigned to support organizational success. 5%

Minimum Qualifications:

Bachelor's degree with 3 or more years of professional experience in recruitment, sales, student support, customer service, or related field.

Degree Substitute: LSU values skills, experience, and expertise. Candidates who have relevant experience in key job responsibilities are encouraged to apply- a degree is not required as long as the candidate meets the required years of experience specified in the job description.

Preferred Qualifications:

Master's degree with 3+ years of professional experience in recruitment, sales, student support, customer service, or related field.

Specific Experience

Higher education or Continuing Education experience preferred. Online learning experience preferred.

Additional Requirements

Operation Essential Personnel- This position may be asked to work during an official closure, but who is otherwise not required to report to the physical campus during a closure and whose absence does not present a risk to the safety, resources, and well-being of the campus per FASOP HR-01.

Additional Job Description:

Special Instructions:

Please provide a cover letter, resume, (3) professional references, and transcripts. Official transcripts are required prior to hire, if needed.

For questions or concerns regarding the status of your application or salary ranges, please contact Allyson Romero at allysonromero@lsu.edu

Posting Date:

July 25, 2025

Closing Date (Open Until Filled if No Date Specified):

September 25, 2025

Additional Position Information:

Background Check- An offer of employment is contingent on a satisfactory pre-employment background check.

Benefits- LSU offers outstanding benefits to eligible employees and their dependents including health, life, dental, and vision insurance; flexible spending accounts; retirement options; various leave options; paid holidays; wellness benefits; tuition exemption for qualified positions; training and development opportunities; employee discounts; and more!

Positions approved to work outside the State of Louisiana shall be employed through Louisiana State University's partner, nextSource Workforce Solutions, for Employer of Record Services including but not limited to employment, benefits, payroll, and tax compliance. Positions employed through Employer of Record Services will be offered benefits and retirement as applicable through their provider and will not be eligible for State of Louisiana benefits and retirement.

Essential Position (Y/N):

LSU is an Equal Opportunity Employer.

HCM Contact Information:

For questions or concerns related to updating your application with attachments (e.g., resumes, RS:17 documents), date of birth, or reactivating applications, please contact the LSU Human Resources Management Office at 225-578-8200 or email HR@lsu.edu. For questions or concerns regarding the status of your application or salary ranges, please contact the department using the information provided in the Special Instructions section of this job posting.