Student Success Coach (multiple positions)

Apply now Job no: 518244
Work type: Staff Full Time
Campus: UMass Lowell
Department: Grad & Professional Studies
Pay Grade: P16
Categories: Student Affairs & Services, Admissions/Enrollment/Student Recruitment, Academic Advising & Learning Resources, Academic Affairs

General Summary of Position:

The main purpose of this role is to proactively fill the gap between the admissions and advising teams. This includes ensuring that new students become enrolled after they are admitted, that their incoming credits are applied correctly toward their program, that they receive tailored support during their first term at UML, and that they then transition smoothly into the advising process.

This position requires an advanced, developmental, analytical, and proactive problem-solving approach to overall student success for an online, non-traditional student population. Candidate should have outstanding customer service and relationship building skills, high comfort level with technology, and the ability to quickly learn new processes and systems.

Essential Job Duties:

Coaching and Supporting Newly Admitted Students:

  • Working collaboratively with the admissions team, monitor the newly admitted student pipeline and proactively reach out to assigned, newly admitted students to ensure they are registered for their initial term.  Work with each student to get them registered; and for students who are already registered (either by admissions or self-registration) check their course selection to ensure they are registered in an appropriate course that best fits their degree progression and transfer credits.
  • Transition assigned students from the admissions process to coaching services by meeting with each student to complete a needs assessment and assisting them to develop appropriate educational plans.
  • Evaluate incoming student records acting as a quality check on transfer credits, academic petitions, and academic exceptions.
  • Provide timely follow-up and case management on all related advisement report questions/concerns.
  • Make recommendations to the program advisor for follow-up.
  • Work with assigned students during their first semester and ensure a successful transition to program advisor.
  • Based on individual student needs, implement interventions to assist students in identifying, evaluating, and developing targeted action plans for dealing with academic challenges.
  • Develop a degree pathway for each assigned student.
  • Maintain knowledge of courses/majors offered, prerequisites, general education and graduation requirements, and university policies and procedures.
  • Coach new students on how to utilize UML Systems including SIS, Blackboard etc.
  • Collect retention-related student data.
  • Maintain and update student coaching records using Salesforce.
  • Monitor early warning grades and alerts, degree benchmark completion, and general student progress.
  • Collaborate with Admissions, The Solution Center, Registrar, financial aid and other campus offices to resolve barriers to success and ensure students receive timely information, support and guidance.

Student Success Programming and Resources:

  • Develop and implement student success workshops on topics such as transitioning to college, locus of control, time management and study skills.
  • Collaborate on student retention initiatives, develop, and deliver academic success skills workshops, and organize and lead student support groups related to retention and academic success.
  • Refer students to appropriate resources for assistance in overcoming learning obstacles, scholarships, and other essential support services.
  • Implement a weekly communication plan that covers important skills and milestones for success.
  • Demonstrate an openness and enthusiasm for implementing new ideas and methods.
  • Create and maintain various informational materials, handbooks, guides, and other advising resources for faculty, staff, and students.
  • Build effective partnerships with co-workers throughout the University by sharing appropriate information and helping when needed.

The job also requires an ability to work with diverse student populations, faculty, staff and the public and establish and maintain cooperative working relationships with a variety of individuals and offices across campus. Must also be sensitive to the needs of diverse student populations, such as non-traditional and minority students and students with disabilities. Confidentiality.

Other Job Duties:

  • Performs other related duties as assigned

Working Conditions:

  • Monday through Friday four days and one mandatory evening, with ability to work nights/weekends as the business needs dictate. This is an on-site position located at the UML campus.
  • General business hours are Monday – Thursday, 8:30 a.m. to 8:00 p.m. and Friday, 8:30 a.m. to 5:00 p.m.

Minimum Qualifications (Required):


  • A Master’s degree


  • 2 years of experience in higher education advising, admissions, career counseling, customer service or another related role



  • Bachelor’s degree
  • 5 years of experience in academic advising, admissions, career counseling, customer services or another related role

Preferred Technical Skills:  

  • Experience using CRM and academic student information systems
  • Must have the ability to work well under pressure and set priorities
  • Outstanding interpersonal and customer service skills
  • Excellent writing ability
  • Demonstrated ability to perform in a fast-paced, high-volume environment

Special Instructions to Applicants:

Only Internal Professional (SEIU 888 Professional Union) Bargaining candidates will be considered during the first 10 business days of the posting. All other candidates will be considered after that period.

This is an SEIU Professional Union position, Grade P16.

Initial review of applications will begin immediately and continue until the position is filled. However, the position may close when an adequate number of qualified applications is received.      

Please include a resume and cover letter with your application. Names and contact information of three references will be required at the time of application.


Posting updated 5/11/2023.

Advertised: Eastern Daylight Time
Applications close:

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The University of Massachusetts is an Equal Opportunity/Affirmative Action, Title IX employer. All qualified applicants will receive consideration for employment without regard to race, sex, color, religion, national origin, ancestry, age over 40, protected veteran status, disability, sexual orientation, gender identity/expression, marital status, or other protected class.