2U, Inc. International Student Success Advisor, Tecnológico de Monterrey Salary in the United States

What We’re Looking For:

The Student Success Advisor is responsible for managing student attrition through providing proactive, reactive, comprehensive and exceptional customer service. This position is the critical first line of defense in executing 2U's expected white glove service level for its students, graduates and faculty.

The Student Success Advisor supporting the Tec de Monterrey partnership is a unique opportunity to support one of 2U s first International Graduate Programs. This SSA will be bridging cultural differences and helping Student Success leadership identify challenges specific to MBA students in the Tec de Monterrey program to ensure that each student receives 2U s signature white glove service. In addition, the SSA will work closely with the Student Success Manager to document critical processes and policies during the launch process.

Responsibilities Include, But Are Not Limited To:

The Student Support Advisor will be assigned a group of enrolled students and is expected to facilitate every need of those students including but not limited to the following:

• Manage student retention through providing proactive, reactive, comprehensive and exceptional customer service. This position is critical in executing 2U's expected white glove service level for its students and faculty.
• Assisting in student on-boarding to include online orientation, registration and live training, as well as conducting Welcome Calls with students immediately upon enrollment
• Troubleshooting student support issues and coordinate solutions in accordance with all university policies, to include basic technical issues in the LMS
• Analyze program and student data to estimate credit pacing, raw credit productions including intuitive reasoning to forecast appropriately
• Problem solve when faced with critical situations and determine when escalation is required.
• Accountable for student retention and credit goals. Implement strategies as directed to positively impact key metrics (i. e.: graduation rates, student satisfaction, student retention goals, and credit generation).
• Communicate effectively in both written and verbal forms to University stakeholders, students and internally. Internally provide regular scheduled communications and program deliverables. Provides assessment of critical situations and determines when escalation is required. Identify and refer students to University Academic Advising for additional support. 

Things That Should Be In Your Background:

• Bachelor s Degree required
• Spanish/English fluency in both written and verbal communication
• Minimum 2 years experience working in a service-oriented, customer support or related field
• Strong customer service background required
• Excellent computer skills (Microsoft Office, inclusive of Word, Excel, PowerPoint)
• Excellent verbal and written communication skills with the ability to communicate in a courteous, personal, tactful, and concise manner

Other Attributes That Will Help You In This Role:

• Previous experience providing exceptional customer service in a collegiate or university environment (preferred)
• Familiarity with online learning technology (preferred)
• Familiarity with using technology in an educational setting (preferred)
• Knowledge of Latin American university systems, processes, and procedures (preferred)
• Strong student-centered, customer service focus; commitment to student and faculty satisfaction and success
• Ideal candidate has a passion for building and maintaining relationships with their team and the students
• Thrives in environments of ambiguity and relishes problem solving
• Enthusiasm and the ability to thrive in an atmosphere of constant change
• Ability to work and contribute in a team environment

About 2U Inc. (NASDAQ: TWOU)

At 2U, we power world-class online education and in-person boot camps. Going beyond traditional learning management systems, we use tech, people, and data to help top universities transform in the digital era—and eliminate the back row in higher ed. We support lifelong learning which means thinking beyond a single degree. It means finding ways for students to gain the skills they need to change careers, evolve their expertise, and meet the challenges of the changing world head-on. We help universities fill those needs—developing new digital education technologies and offerings capable of supporting students at different points in their lives. Whether they need a simple refresher, to learn something new, or to change their career trajectories completely, our university partners are there to help them succeed.Together with our partners, 2U has positively transformed the lives of more than 150,000 students and lifelong learners. 2U, Inc. has acquired and integrated two companies broadening our portfolio of education offerings into short courses with GetSmarter and boot camps with Trilogy. This role supports our [Select one: 2U OR GetSmarter OR Trilogy] line of business.

2U Diversity and Inclusion Statement

At 2U, we are committed to creating and sustaining a culture that embodies diverse walks of life, ideas, genders, ages, races, cultures, sexual orientations, abilities and other unique qualities of our employees. We strive to offer a workplace where every employee feels empowered by the ways in which we are different, as well as the ways in which we are the same. 

Benefits & Culture

Working at 2U means working with individuals that are passionate and mission driven. We collaborate on tough problems to deliver the best outcomes for our partners, students, and each other. You will find team members working together in our open office spaces, gathered in the kitchen grabbing a snack, or taking a break in our game rooms.

2U offers a comprehensive benefits package:

• Medical, dental, and vision coverage
• Life insurance, disability and 401(k)
• Unlimited snacks and drinks
• Tuition reimbursement program
• Generous paid leave policies including unlimited PTO
• Additional time off benefits include:
  • time off to volunteer for non-profit organizations
  • parental leave after 9 months of employment
  • holidays that include a winter break from Christmas through New Years!

To learn more, visit 2U.com. #NoBackRow 

Note: The above statements are intended to describe the general nature and level of work performed by individuals assigned to this position, and are not intended to be construed as an exhaustive list of all responsibilities, duties and skills required. All employees may be required to perform duties outside of their normal responsibilities from time to time, as needed.

2U is an equal opportunity employer that does not discriminate against applicants or employees and ensures equal employment opportunity for all persons regardless of their race, creed, color, religion, sex, sexual orientation, pregnancy, national origin, age, marital status, disability, citizenship, military or veterans’ status, or any other classifications protected by applicable federal, state or local laws. 2U’s equal opportunity policy applies to all terms and conditions of employment, including but not limited to recruiting, hiring, training, promotion, job benefits, pay and dismissal.