Student Success & Enrollment Counselor

ABOUT UNIVERSITY OF SILICON VALLEY

University of Silicon Valley (USV) is an innovative institution of higher education with a history spanning more than 139 years. Located in the heart of Silicon Valley, USV prepares students for meaningful careers through industry-connected education, experiential learning, and a commitment to innovation.

USV is creating a more personalized, connected, and accountable approach to student support.

POSITION SUMMARY

The Student Success & Enrollment Counselor serves as a consistent point of contact from a student’s initial inquiry through enrollment, academic progression, and graduation. The role combines admissions counseling, onboarding, academic advising, and student success coaching.

Counselors build relationships with prospective and enrolled students, guide applicants through enrollment, support academic planning, monitor student engagement, and connect students with appropriate resources. The role balances ethical enrollment practices with student success objectives and measurable outcomes.

KEY RESPONSIBILITIES

Admissions Counseling & Recruitment

• Build relationships with prospective students and provide timely, personalized outreach by phone, email, text, video, and other approved channels.
• Explain academic programs, career pathways, admission requirements, and the student experience; guide applicants through program selection, applications, and enrollment decisions.
• Conduct interviews, information sessions, tours, and recruitment events as appropriate; identify and help resolve enrollment barriers.
• Maintain accurate prospect records and contribute to enrollment goals through ethical recruitment and appropriate student-program fit.

Enrollment & Student Onboarding

• Guide admitted students through enrollment requirements, academic expectations, policies, and deadlines; coordinate with Financial Aid, Student Accounts, the Registrar, and other departments.
• Support orientation and the transition to the university community, including initial academic planning and course registration under approved requirements and policies.
• Establish a success plan with each assigned student and identify support needs before classes begin.

Academic Advising & Student Success

• Serve as the ongoing advising and student success contact for assigned students; provide guidance on degree pathways, course sequencing, registration, and graduation expectations.
• Monitor attendance, academic performance, and engagement; conduct regular check-ins and identify challenges that may affect student progress.
• Develop success plans and connect students with faculty, tutoring, financial aid specialists, career services, and other appropriate resources.
• Collaborate with academic leadership and faculty while promoting student accountability, self-advocacy, and academic responsibility.

Student Retention & Graduation

• Support student persistence and degree completion through consistent engagement and proactive outreach to students at risk of withdrawing, being dismissed, or not registering for the next term.
• Help returning students prepare for registration and resolve outstanding requirements; coordinate degree-completion planning with authorized academic personnel.
• Connect students with support, career development, mentorship, networking, and university engagement opportunities; contribute to efforts that improve retention and graduation.

Student Relationship Management & Institutional Collaboration

• Manage a portfolio of prospective and enrolled students using university-approved systems; maintain timely communication and document interactions, concerns, and follow-up commitments.
• Collaborate with Admissions, Financial Aid, Academic Affairs, Student Accounts, the Registrar, and other departments to provide a cohesive student experience.
• Participate in team meetings, training, performance reviews, and student success initiatives; support efforts to improve the student experience and reduce administrative barriers.
• Protect student records and follow FERPA, university policies, and applicable requirements. Escalate matters requiring specialized authority, including financial aid eligibility, academic exceptions, disability accommodations, immigration matters, and formal grievances.
• Perform other related duties consistent with the scope of the position.

Qualifications

REQUIRED QUALIFICATIONS

• Bachelor’s degree from an accredited institution, or an equivalent combination of relevant education and professional experience.
• Strong interpersonal, communication, and relationship-building skills, including the ability to work effectively with students from diverse backgrounds.
• Ability to manage multiple priorities, maintain organized records, and follow through on commitments.
• Proactive problem-solving skills and ability to work independently and collaboratively across departments.
• Comfort with phone, email, virtual meetings, and digital communication platforms; proficiency with common productivity tools and ability to learn CRM and student information systems.
• Commitment to ethical conduct, confidentiality, professionalism, and student success

Preferred Qualifications

• Experience in higher education admissions, academic advising, student services, enrollment management, or student success coaching.
• Experience in goal-oriented recruitment, enrollment, customer relationship management, or consultative sales.
• Familiarity with admissions processes, degree requirements, academic policies, student retention, and FERPA.
• Experience with CRM, student information, or learning management systems, such as Anthology or Canvas, or comparable platforms.
• Experience supporting online, hybrid, and in-person students, including first-generation students, adult learners, military-affiliated students, or international students.
• Analytical skills and comfort using performance data to prioritize outreach and improve outcomes.

Key Performance Expectations

Performance will be assessed using a balanced combination of quantitative outcomes, professional practices, and the quality of student support. Expectations will reflect assigned caseloads, student populations, available resources, and university objectives.

Enrollment Performance

Student engagement and responsiveness; application completion and enrollment conversion; assigned enrollment objectives; accurate and complete records.

Student Success Performance

Consistent student engagement; timely advising and registration support; identification and intervention for at-risk students; persistence, academic progression, and degree-completion support.

Service & Professional Standards

Timely, high-quality communication; documented follow-through; collaboration with faculty and departments; student satisfaction and relationship quality; compliance with university policies.

Core Competencies

Relationship Building; Student-Centered Service; Ownership & Accountability; Communication; Organization; Problem Solving; Adaptability; Collaboration; Professional Judgment.

Work Environment & Schedule

Full-time position, generally scheduled for 40 hours per week. Work includes in-person, telephone, and virtual student engagement. Some evening or weekend availability may be required for student meetings, recruitment, orientation, or university events. Occasional local travel may be required. Overtime must be approved and will be compensated in accordance with applicable law.

Position Disclaimer

This job description describes the general nature and level of work expected and is not an exhaustive list of responsibilities, duties, or qualifications. Responsibilities may evolve based on institutional needs and organizational priorities. Nothing in this description creates a contract of employment or alters any applicable at-will employment relationship.

Join University of Silicon Valley

At USV, enrolling a student is only the beginning of our responsibility. Our commitment extends through every challenge, milestone, and achievement on the path to graduation. As a Student Success & Enrollment Counselor, you will help students begin their education and successfully complete it.

Equal Employment Opportunity

USV is an Equal Employment Opportunity and Americans with Disabilities Act institution. We value diversity and strive for a unified campus where all people are valued, treated fairly, and have a sense of belonging. USV encourages minorities, women, veterans, and persons with disabilities to apply.

Working Conditions

Work is conducted in a professional office environment with extensive interaction with people. The role routinely uses computers, phones, photocopiers, filing cabinets, and other standard office equipment. A flexible schedule, including evenings and weekends, may be required.

Physical Requirements

The employee must be able to talk and hear, sit for extended periods, and use hands and arms for tasks such as keyboarding. The employee may occasionally lift or move up to ten pounds.

Benefits

Benefits are available to eligible employees, subject to applicable plan terms and eligibility requirements.

Medical, Dental, Vision