Part-time Family Success Manager
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Job Description
Family Success Manager acting as a trusted bridge between families and Internal advising team. Responsible for ensuring families feel informed and supported throughout the study abroad journey.
Responsibilities:
- Build long-term, positive relationships with families and keep them informed on academic planning and application progress
- Understand each family’s concerns, preferences, and expectations, offering encouragement and insight
- Respond promptly and helpfully when challenges arise, ensuring families always feel heard and supported
- Proactively suggest internal offerings based on the student’s progress and future goals
- Collect feedback to support continuous improvement of the customer journey and enhance client satisfaction and referral rates
- Collaborate closely with Graduate Coach, Former Admissions Officer, and course managers to ensure services are delivered to fulfill family needs
- Track key performance indicators such as service completion rates, parent feedback records, and student engagement to identify risks early and intervene when necessary
- Share frontline insights about family’s needs with curriculum, operations, and product teams
- Coordinate all communication between internal advisors and external parents, ensuring messaging is aligned and delivery meets family needs
Requirements:
- Bachelor’s degree or above; background in education, psychology, communication, or business management preferred
- At least 2 years of experience in education services, customer success, account management, or high-touch client support
- Excellent verbal and written communication skills; calm under pressure; able to handle high-expectation clients with professionalism
- Strong project management mindset and ability to multitask, prioritize, and drive execution across complex service plans
- Proficiency in English, Mandarin and Vietnamese and/or ability to communicate directly with overseas advisors and parents
- Familiarity with U.S./U.K. admissions systems or previous experience in international education is a plus
- Experience with Google products (Gmail, Docs, Chat, etc.) or other collaboration tools
- Regularly use AI tools to enhance productivity
- Previous experience in college counseling, academic advising, or application support
Benefits:
- Paid time off
- Parental leave
- Remote work flexibility
- Professional development opportunities
- Collaborative work environment
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