Student Success Manager

3 weeks ago

Toronto, Canada The Second City Full time

THE COMPANY

The Second City is the premier brand in improv-based sketch comedy and the world’s largest school of improvisation with theatres and training centres in Chicago, Toronto, and virtual class offerings. They have full time touring ensembles, the Second City Film School, and a thriving B2B division focused on hands-on learning, digital content, and consumer insight. Founded in 1959, the company continues to grow rapidly in size and influence.

We are looking for a solutions-focused, adaptable person with a passion for data analysis, student administration, and retention. Reporting directly to the Senior Student Success Manager, the SSM will be heavily focused on strategizing student re-entry and will also be comfortable working in a multidisciplinary environment and possess the ability to communicate effectively with our diverse student base.

**Schedule**:
PRIMARY RESPONSIBILITIES
- Lead student retention efforts by tracking enrollment trends, identifying areas for improvement, and addressing student needs among the broader Training Centre team
- Provide support for students post-initial class sale including: class journey planning, payment plans, accessibility support, and scholarship funding
- Analyze key metrics and student survey data and, as necessary, follow up directly with students regarding their feedback
- Ensure a high-quality experience for all Second City students both in class and through extracurricular activities such as jams, auditions, workshops, and performance opportunities
- Maintain expert working knowledge of the Training Centre’s course catalogue to advise students on future class selections based on their areas of interest and qualifications
- Work within Outreach platform to drive multiple touchpoints each term to current students informing them of next term’s class offerings
- Follow up with lapsed students to encourage re-enrollments
- Coordinate with Program Manager to adjust future term programming based on retention patterns
- Approve refunds, credits, and transfers as needed/escalated in conjunction with the Customer Service Team
- Compose and distribute student communications including registration information, audition notices, and event invitations
- Manage student orientation sessions and graduation celebrations
- Manage student class placements in conjunction with Artistic Directors
- Process transactions for Second City employee classes

JOB QUALIFICATIONS/COMPETENCIES
- Bachelor’s degree preferred
- Proficiency in Microsoft Office Suite
- Proficiency in ActiveNet or similar online registration or CRM system
- Experience creating and implementing processes
- Solutions-based approach and sales-driven focus
- Coaching and mentoring skills - prior experience in a guidance counselor or academic advisory role preferred
- Ability to build and foster effective long-term customer relationships - Ability to work with a team in a shared office environment as well as independently

COMPENSATION DETAILS
- Pay commensurate with experience
- Full dental, vision, and health benefits
- 401K eligible with matching after one year of employment

We are an open, inclusive workplace and welcome applicants who bring along with them diverse life experiences, including every permutation of economic and cultural backgrounds, orientation, ethnicity and points of view. We strive to continue our efforts to work with people who may otherwise be marginalized or underrepresented in our business and around our community.

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