MedView Student Success Manager (English / Mandarin Speaking)

Want to revolutionize the future of education and do meaningful work that transforms future generations’ lives?

Crimson Education is a Series C, global EdTech startup founded in 2013 with the idea that through personalized education and technology, we can transform students into the world leaders of tomorrow. We’re now in 28 markets and have an ambitious team of 700 that’s rapidly expanding across the globe. Our tech platform connects 3000 tutors / mentors to students aiming to achieve admission and scholarships to top universities or their dream career pathway.

We’ve built Crimson to become the world’s most successful university admissions consultancy, with our students 4x more likely to gain admission. To support our students, we have a Student Success team that’s obsessed with providing the best outcomes for our students and levelling the playing field. They engage, manage and facilitate a student’s journey with Crimson to help them achieve their goals and reimagine their future.

What are the main responsibilities for this role?

The Student Success Manager (SSM) is responsible for managing a student’s MedView service journey. To be successful in this role a SSM will need to have strong communication, reporting, monitoring, prioritisation, and client management skills.

Communication

SSMs are the first point of contact for students and parents utilising MedView services. SSMs are expected to respond to communications received from parents and students promptly (within 48 hours) and proactively communicate with parents and students with regards to student progress.

1. Communicate regularly (at least monthly) with parents on students’ progress, and urgently in the case of any student issues

2. Provide periodic reports to parents on students’ progress

3. Communicate with the wider MedView team, including :

Academic Advisors - for potential upselling opportunities; Tutor Management team - to assign appropriate tutors based on students’ goals and requirements; Tutors - to gather academic progress updates; Strategists - to monitor progression of students’ applications

4. Proactively seek to resolve any issues that may arise and, if necessary, refer the issue through the appropriate escalation channel.

Monitoring

1. Regular monitoring of students’ usage and progression through MedView’s services

2. Taking appropriate action e.g. contacting students and / or parents where usage lags behind Roadmap

Reporting

1. Periodic reporting to parents on students’ progress, with input from tutors on academic progress and strategists (if applicable) on application progress

Advising

SSMs will be expected to provide high level strategic advice to non-application year students on potential Medical School routes based on their academic scores. Comprehensive guidance and training will be provided to SSMs to equip them to provide this advice.

Application year students will receive detailed application support from dedicated application strategists.

Learning and Development

SSMs will be expected to keep abreast of the most current medical school entry requirements for the students they manage. Extensive training and resources will be provided to SSMs so that they have this knowledge. Additionally, SSMs will have the opportunity to further the goals they have set with their manager (Director of Service) through a tailored learning and development programme.

What we are looking for?

• MUST have Australian and NZ Curriculum knowledge
• 1-2 years experience in customer service, project management or transferable role
• Ability to build strong customer relationships with families through excellent customer service, high cultural awareness and adaptability
• High level of resilience and ability to thrive in a fast-paced startup environment
• Strong problem-solving skills, with the ability to manage a range of internal and external stakeholders
• Outstanding organizational skills, with excellent written and verbal communication skills
• Collaborative, with an openness to give and receive feedback

Why work for Crimson?

If you're passionate about growing in a fast-paced, collaborative environment, and want to work with cutting-edge technology then we'd love to hear from you!

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