Student Success Team Leader

Job description

Company Description

Discover Your Path at Keypath!

🚀 About Us:

At Keypath, we invite you to be part of something transformative. As a global EdTech leader, we collaborate with prestigious universities to create and deliver online education solutions that tackle global social and economic challenges head-on.

Join our dynamic, fast-growing international team that thrives on collaboration, innovation, and lifelong learning.

🌍 Work Remotely

At Keypath, we believe you do your best work where you feel your best. As a remote-first workforce, we offer the flexibility to work from anywhere in Australia—no commute required! As long as you have a reliable internet connection and a comfortable home workspace, you’re set up for success. Plus, if you’re based near Melbourne, you’re always welcome to visit our head office.

You’ll stay connected with a supportive, collaborative team through virtual tools that make remote work seamless.

Job Description

🌟 The Role: Student Success Team Lead

Student Success is at the cross-roads of retention and student experience. We work with students to support them in completing their studies and obtaining their certifications through proactive outreach, assist with removing barriers and celebrating their accomplishments.

The Student Success Team Lead is accountable for achieving or surpassing student re-enrolment target objectives within designated Keypath Academic Partners. Their responsibilities include coaching their team, provide relevant training and troubleshooting at-risk issues to support student success. Additionally, they collaborate with the Student Success Manager to implement new processes, deliver retention outcomes and motivate the team through daily/weekly/monthly initiatives. Key accountabilities include:

People Leadership:

• Performance and Development: Coach and develop your team to meet study period targets, by setting clear expectations, providing constructive feedback, and supporting professional growth.
• Employment Relations: Effectively manage low level employee issues. Where appropriate, escalate concerns to your leader and the People team to resolve in a timely manner.
• Training and Development: Facilitate the induction of new starters and support the rollout of training and development within the function.
• Talent Retention: By actively coaching and managing your team through the performance framework you create, nurture, and retain top talent.
• Talent Acquisition: Awareness of and/or involvement in recruitment initiatives to support identifying top talent.
• Foster a Culture of Accountability: Encourage and support a positive, collaborative environment where team members clearly understand their roles and responsibilities, are held accountable for achieving objectives, and consistently align their behavior with Keypath values.
• Be a Change Champion: Advocate, lead, and support the successful implementation of change initiatives that drive engagement and ensure a smooth transition to new strategies.

Performance & Operations:

• Sales Management: Drive the team’s day-to-day management to meet and exceed KPIs / targets while maintaining a positive student experience.
• Process Management: Maintain and manage processes and protocols (including SOPs, training materials, etc.)
• Championing the Customer: Proactively gather and routinely share comprehensive insights (student feedback, educational trends, performance metrics) to inform and enhance student-centric operational strategies.
• Continuous Improvement: Support your leaders to solve business challenges by making recommendations to improve performance and the student experience.

Stakeholder Management:

• Stakeholder Engagement: Manage internal stakeholder relationships effectively.
• Collaboration: Be a strong collaborator and communicator with Success, Account Management and Growth functions, to align with goals and processes.

Fulfilling other duties as assigned.

Qualifications

👥 Who We’re Looking For:

• Higher education or similar.
• 2+ years of strong sales and customer service experience.
• Demonstrated coaching and/or leadership experience.
• Exposure in driving operational performance.
• Proven record of accomplishment in a sales-oriented setting, displaying expertise in sales methodologies and tactics.
• Ability to thrive in a dynamic, rapidly evolving work environment.
• Strong attention to detail.
• Proven ability to use initiative and independent judgment within established guidelines.
• Experience within the Education Industry is highly valued.

Technical Experience:

• Exposure to data analysis.
• Employs the CRM (Customer Relationship Management) and telephony systems daily to direct Advisor activities.
• Highly developed computer literacy, including the Microsoft Office Suite.
• Excellent verbal and written communication skills.
• Outstanding listening and comprehension skills.

Other:

• Adaptability to accommodate varying shifts across a range of hours.
• Occasional travel may be required.

Additional Information

💡  What We Offer

• Flexible work arrangements: Choose your workspace—remote, office, or hybrid
• Generous Competitive package
• Career progression: Clear pathways in a rapidly expanding EdTech leader, including comprehensive online remote training
• Equipment and support: Full remote work setup including internet allowance
• Wellbeing focus: Paid mental health days and comprehensive support tools, including Toolkits for Digital Health and Mental Health support
• Growth opportunities: Internal Academy’s to help you develop your career and skillset (People Leader’s Academy) and heavily discounted Master’s degrees from our university partners + access to LinkedIn Learning

At Keypath, we’re in a hurry to make change happen. With over 100,000 enrolments annually across our global university partnerships, we’re transforming lives through education—and we need sharp minds like yours to help us do it.

We’re ranked #6 on the 2024 Best Places to Work Australia list because we create an environment where you can do your best work. Our differences are our greatest strength, and we want you to bring your authentic self to work every day.

At Keypath, leadership accessibility and compassionate community aren’t just nice-to-haves; they’re our day-to-day reality.

Ready to transform education and transform the world?

We welcome applications from candidates across Australia with full working rights. Keypath is proud to be an equal opportunity employer committed to workplace diversity.

Apply now to unlock your potential with Keypath! 🌟