Student Success Manager - Toronto, Canada - The Second City

The Second City

Verified Company

Toronto, Canada

3 weeks ago

Posted by:

Sophia Lee

beBee Recruiter

Description

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 postinitial 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 highquality 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 reenrollments
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
Solutionsbased approach and salesdriven focus
Coaching and mentoring skills prior experience in a guidance counselor or academic advisory role preferred
Ability to build and foster effective longterm 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.