学生成功经理
Student Success Manager
职位描述
TripleTen 是一家国际知名的科技学校，致力于帮助人们无论起点如何都能在技术领域建立成功的职业生涯。随着我们在巴西的持续发展，我们正在寻找有才华的人，希望在学生生活中产生真正的影响力，同时在一个全球性、创新性和快节奏的环境中工作。
作为学生成功经理，你将在这一使命中发挥关键作用，通过支持学生在整个学习旅程中的需求来实现目标。你将帮助他们保持参与度，学术上取得进展，并与所需的支持保持联系，同时为保留率和整体积极的学生体验做出贡献。这是一个需要与人密切合作、解决问题并帮助学生保持目标进度的实践性职位。
你将负责
- 管理和支持巴西学生小组在整个学习过程中的需求。
- 监控学生参与度、学业进展、毕业指标和流失风险。
- 主动识别处于风险中的学生并制定保留和恢复计划。
- 进行一对一的学生支持，提供关于学习计划、截止日期、暂停、小组变更和其他学术事务的指导。
- 以富有同理心和解决方案导向的方式处理复杂的学生案例、升级问题、投诉和保留情况。
- 与导师、讲师、入职、保留、财务、支持和其他内部团队协作，解决学生问题。
- 协调小组运营，包括截止日期、沟通、网络研讨会、学术活动和学生跟进。
- 跟踪和分析学生体验 KPI，如毕业率、流失率、活跃学生数、参与度和保留率。
- 使用 CRM、工单系统、报告和内部系统记录案例、监控学生状态，并支持数据驱动的决策。
- 识别学生重复出现的问题，并提出对流程、沟通和整体学生体验的改进建议。
要求
- 母语或流利的葡萄牙语。
- 英语 B2+（非强制）
- 强大的沟通、组织和解决问题的能力。
- 在客户成功、学生成功、客户体验、账户管理、教育或相关领域有经验。
- 能够同时管理多名学生和案例，同时保持高水平的服务质量。
- 能够使用 KPI、CRM 系统、电子表格和操作数据。
- 具备同理心、责任感和处理敏感或复杂情况的能力。
查看英文原文
Description
TripleTen is an internationally recognized tech school on a mission to help people build successful careers in technology, regardless of their starting point. As we continue to grow in Brazil, we’re looking for talented people who want to make a real impact in students’ lives while working in a global, innovative, and fast-paced environment.
As a Student Success Manager, you’ll play a key role in this mission by supporting students throughout their learning journey. You’ll help keep them engaged, progressing academically, and connected to the support they need, while contributing to retention and an overall positive student experience. This is a hands-on role for someone who enjoys working closely with people, solving problems, and helping students stay on track toward their goals.
What you will do
- Manage and support Brazilian student cohorts throughout the full learning journey.
- Monitor student engagement, academic progress, graduation indicators, and churn risks.
- Proactively identify at-risk students and develop retention and recovery plans.
- Conduct 1:1 student support and provide guidance regarding study plans, deadlines, pauses, cohort changes, and other academic matters.
- Handle complex student cases, escalations, complaints, and retention situations with an empathetic and solution-oriented approach.
- Collaborate with tutors, instructors, onboarding, retention, finance, support, and other internal teams to resolve student issues.
- Coordinate cohort operations, including deadlines, communications, webinars, academic events, and student follow-ups.
- Track and analyze Student Experience KPIs such as graduation, churn, active students, engagement, and retention.
- Use CRM, ticketing, reporting, and internal systems to document cases, monitor student status, and support data-driven decisions.
- Identify recurring student issues and propose improvements to processes, communication, and the overall student experience.
Requirements
- Native or fluent Portuguese.
- English B2+ (not mandatory)
- Strong communication, organization, and problem-solving skills.
- Experience in customer success, student success, customer experience, account management, education, or a related field.
- Ability to manage multiple students and cases simultaneously while maintaining a high level of service.
- Comfortable working with KPIs, CRM systems, spreadsheets, and operational data.
- Empathy, ownership, and ability to handle sensitive or challenging customer situations.
What we can offer you
- USD 800/month base salary
- Fully remote work, with the flexibility to work from wherever you are
- Annual performance bonus linked to student success, including graduation, retention, and program progression
- Paid time off and national holidays
- Meaningful impact: help students stay engaged, make progress, and reach their career goals
Originally posted on Himalayas