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Learner Success Coach - EMEA (Remote, UK)

Esme Learning
Closing date
20 Sep 2021

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Contract Type
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Type Part Time Contract

Commitment Approximately 25 hours per week for 8 weeks with the opportunity to extend

Location Remote. Europe, Middle East and Africa

Who We AreEsme Learning is transforming the future of digital learning through AI. Leveraging over 15 years of cognitive research, Esme Learning courses deliver an immersive and collaborative executive learning experience with some of the best universities in the world.

Each course blends high-production-quality video, live simulations, interactive media, and small group exercises with top learning design principles. Through Esme Learning's rapidly growing portfolio of courses, executives gain technical skills and learn business best practices from experts across a wide range of frontier fields, including fintech, cybersecurity, health ventures and spacetech.

Who We Are Looking ForThe Success Coach will be responsible for providing high-touch support and will act as the learner's main contact during their program of study. The goal of the Success Coach is to provide support to the learners to ensure they successfully complete the program and have an outstanding learning experience. As part of the Learner Success Team, the Success Coach will work directly with enrolled learners to proactively provide learner support and troubleshoot issues to help learners achieve their educational goals.

The Success Coach will be responsible for approximately 150 learners throughout a 6-week course of study, spending approximately 25 hours per week on the job. Success Coach positions are nine-week contracts with the possibility of renewal with each presentation of courses. Some weekend hours may be required over the duration of the contract for high-volume weekends and coverage.

Key Responsibilities
  • Work with learners to help set personal goals and troubleshoot any at-risk issues
  • Be an expert in all areas of a learner's program including policy, course requirements, and technology
  • Monitor attendance as well as academic and enrollment progress of learners to ensure that learners are achieving satisfactory standing
  • Work with course tutors and technical support teams as needed to help create an excellent course support experience.
  • Maintain high-levels of learner satisfaction as measured by learner retention, learner satisfaction surveys, and learner completion rates
  • Respond to learners' requests for assistance within 12 business hours
  • Monitor courses to ensure learner participation and communicate any at-risk issues with related stakeholders to discuss learner status
  • Other duties as may be assigned
Role-specific competencies
  • Customer Focus Dedicated to learner development and success, establishes and maintains effective relationships with learners and earns their trust and respect, exceptional counseling, coaching and mentoring skills
  • Active Listening Can accurately restate the opinions of other, practices attentive and active listening, while exhibiting patience for others
  • Coaching Feels comfortable giving positive and constructive feedback to learners to improve their chances of success
  • Decision making sound decision making based on a mixture of data analysis, wisdom, experience, and judgment
  • Action-Oriented enjoys working hard, with positive energy, seizing opportunities to accomplish and exceed goals
  • Perseverance Pursues everything with energy, drive, and a need to finish, especially in the face of resistance or setbacks.
  • Technical Learning can learn new skills and knowledge quickly, including new technologies and programs to assist student success
  • Integrity & Trust widely trusted, truthful, admits mistakes, keeps confidences and can present truth in an appropriate and helpful manner
  • Problem-Solving Is willing to dig into open issues and find solutions, even with limited information.
Required Experience
  • Previous work in online education, adult education, student advising, counseling, customer support manager or similar positions
  • Experience in a customer-facing role (Call Center, In/Outbound Chat or Email experience preferred)
  • Excellent written and verbal communication skills in English
  • Ability to critically and creatively solve problems
  • Ability to multitask, prioritize and deal with ambiguity
  • Strong attention to detail including skills in record keeping and records management
  • Work independently in the absence of supervision
  • Bachelor's degree required, postgraduate degree preferred
  • Must have experience working with college students and/or adult learners in an education setting (such as teaching, advising, counseling, or other learner-centric support roles)
  • Experience managing or leading a team preferred
  • Excellent written and verbal communication skills in English
  • Strong technological skills, including but not limited to GSuite, Customer Management Relationship (CRM) systems, and Help Desk ticketing systems
  • Ability to critically and creatively solve problems
  • Ability to multitask, prioritize and deal with ambiguity
  • Work independently in the absence of supervision
Esme Learning is an Equal Opportunity/Affirmative Action Employer
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