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Student Success Associate

2 weeks ago

Ho Chi Minh City, Vietnam Crimson Education Full time

New Zealand-based Edutech company Crimson Education was founded in 2013 from the idea that through personalised education, we can transform students into the world leaders of tomorrow. Since then, we have rapidly grown a mission-driven team that is dedicated to building the education system for the 22nd century. Our network includes 2,400 tutors and consultants worldwide who work with over 20,000 students.

Our tech platform connects tutors and mentors to high school students aiming to achieve admission and scholarships to top universities in the US, Canada, UK, and beyond.

**What this role is responsible for**:
The **Student Success Associate (SSA)** is an entry-level position in our Service Delivery Team, and is responsible for providing high quality service to Crimson clients. The SSA needs to be able to clearly communicate professionally with clients and ensure successful delivery of services with various teams across Service Delivery.

The responsibility of an SSA lies in two major aspects. First, client-facing interactions which involve building and maintaining strong relationships with clients. Second, supporting Student Success Managers (SSM) with administrative tasks. In addition, this role might support departmental projects and initiatives to improve efficiencies and scalability of processes.

This role can be worked from one of our many offices across APAC or remotely.

**What success looks like**:

- Coordinating and allocating clients and tutors in conjunction with the Tutor Management team;
- Ensuring client satisfaction with regular check-ins and follow up meetings (determined by management);
- Support and guide students to ensure successful use of services;
- Planning and organizing regular meetings with clients;
- Acting as a liaison between tutors and students/parents;
- Utilizing and maintaining our online management and education systems;
- Monitoring client and tutor performance, as well as on student’s progress and utilization of hours;
- Ensuring communication, both internally and externally, is smooth and delivered timely;
- Problem-solving with clients and tutors for specialized issues or support;
- Carrying out administrative tasks as agreed within 24 - 96 hours turnaround from task assignment;
- Excellent communication with SSMs and other stakeholders on task progress, roadblocks, and potential opportunities for improvement;
- Support with projects and initiatives aimed at improving efficiency and scalability of department processes;
- Proactive attitude and suggestions provided for further tasks that can be carried out by this role;
- Ability to work unsupervised, prioritize effectively and support all global teams as required.

**What skills and experience are essential?**
- Professionalism
- Fluent written and verbal communication in Vietnamese / Thai / Bahasa Indonesia and English
- Time and Stress Management
- Confidence, Resilience, Positive attitude (patience, empathy)
- Willingness to learn and go the extra mile
- Attention to detail
- Outstanding organization skills
- A high degree of flexibility
- Effective workload management

**Why work for Crimson?**
- Rapidly growing start up, with a flexible working environment where productivity and outcomes are more important than clocking in and out
- Limitless development and exposure - our internal promotions/role changes made up 33% of all recruitment last year
- $1000 individual training budget per year, we love to ‘Level Up’ (it’s one of our core values)
- We care about our teams’ mental health and invest in resources to strive toward a sustainable working culture
- Insightful fireside chats and workshops to help support our high performing and ambitious team
- Radical Candor is a feedback approach we live by
- We’re a global player with 28 markets (and growing) across the globe. Most roles have the option to work from one of our many offices or remotely

If you're passionate about education and people and looking for a fast-paced, collaborative environment, and want to work with cutting-edge technology then we'd love to hear from you