Success Coach

SUMMARY

In support of the university’s mission and objectives, the Success Coach proactively engages with an assigned group of students, serving as a primary point of contact throughout their education journey. This role provides individualized support and guidance, helping students navigate the university systems, policies, and processes; connects them with campus resources; and assists in identifying and overcoming barriers to success. Through proactive outreach and support, the Success Coach promotes student engagement, retention, and progress toward degree completion. 

Coaching & Support

• Serves as the first and main point of contact for an assigned group of students, connecting with them and finding meaningful ways to support and encourage them.
• Proactively contacts students by phone, email, and text, providing encouragement, insights and tips, and nudges as needed.
• Meets with each student regularly to track progress, assisting them with planning to meet their academic goals and answering their questions about the university’s structure and processes.
• Assists each student in developing a success plan and realistic goals that will contribute to academic and personal achievement; develops relationships that foster developmental conversations; motivates students to achieve their educational goals.
• Advocates for and connects students with relevant campus resources (e.g., Academic Resources, Accessibility Resources, Counseling, Career Development). 
• Proactively communicates with each student on course completion, issues related to enrollment, and degree completion.   
• Gathers feedback on stumbling blocks students are experiencing and reports them to the Director on a regular basis. 
• Maintains contact with deferred and withdrawn students. 
• Follows up with recent graduates to prompt them to complete the National Association of Colleges and Employers (NACE) First Destination survey.

Re-enrollment Initiatives

• Assists students with course schedule planning for the upcoming semester, demonstrating how to use the technology tools available to them (ex. Navigate, Stellic, etc.).
• Alerts students of account holds and assists them to clear holds as needed. 
• Assists students with timely completion of the Enrollment Checklist each semester. Follows up with students and parents until the Enrollment Checklist is complete. 
• Coaches students thinking of stopping out of PBA and assists students desiring to stay to overcome obstacles preventing them from persisting. 
• Registers new students and online learners in their courses according to their degree plan, updating the plan on a regular basis and tracking their progress to graduation.
• Calls, emails, and texts students who have stopped out, encouraging them to return to complete their degrees. 
• Checks in with assigned student group during break periods to ensure they remain on track and assist them with issues that have arisen that may prevent them from returning. 

Administrative

• Consistently responds to student inquiries within a reasonable timeframe as determined by leadership.  
• Documents interactions with students in Navigate 360. 
• Keeps the team and supervisor informed daily of activities, problems, emergencies, and occurrences in assigned areas of responsibility. 
• Attends and participates in Student Engagement meetings. 
• Maintains up-to-date knowledge of university policies, academic programs, and support services to provide accurate guidance to students. 
• Attends regular meetings, training sessions, and professional development opportunities to stay informed about best practices in student success coaching. 
• Other duties as assigned. 

Qualifications

EDUCATION

EXPERIENCE: 

1+ years of experience in higher education areas such as, registrar’s office, advising, student success office, or similar.

ESSENTIAL COMPETENCIES (Knowledge, Skills, and Abilities) 

• Customer Service Orientation – Keeps internal and/or external key stakeholder(s), students, parents, faculty, staff and community partners in mind at all times. 
• Professionalism – Displays a high level of professionalism, e.g. timeliness, reliability, communication, and work ethic.
• Christ-first Faith – Provides spiritual support to community members, including students, on their Christian faith journey.
• Adaptable/Flexibility – Ability to change or adjust to change.
• Attention to Detail – Ability to efficiently and accurately focus on a specific task or number of tasks. Reviews details with a critical eye.
• Confidentiality – Maintains the necessary confidentiality and discretion required for the position.
• Conflict Management – Functions professionally and wisely during difficult conversations, while under stress, and while managing challenging situations.
• Effective Communication – Expresses ideas and information in a clear and concise manner both verbally and in writing to convey clear, well-articulated messaging across a wide variety of audiences.
• Establishes Trust – Gains the confidence of others by actions and words that promote being honest, forthcoming, and vulnerable.
• Problem-solving – Anticipates, evaluates, diagnoses, and resolves problems in a systematic and fact-based manner.
• Results Orientation & Accountability – Takes accountability and identifies, executes and drives actions to consistently achieve desired results.
• Strategic Mindset – Ability to step out of the everyday details, view the situation from above and provide an objective perspective
• Teamwork & Collaboration – Creates a climate that fosters commitment to a common vision and shared values that promote cooperation and working together through trust and support of others both departmentally and cross-functionally. 

ADDITIONAL REQUIREMENTS:

• Ability to work non-routine hours during certain times of the year.
• Ability to sit for prolonged periods of time.
• Ability to traverse campus and stairs.

Benefits & Perks 

Join a Christ-first university community committed to academic excellence, spiritual growth, and investing in the well-being of its employees. Palm Beach Atlantic University offers a competitive and comprehensive benefits package designed to support your health, financial well-being, professional growth, and work-life balance. 

Health, Wellness, and Retirement 

• Medical, Dental, and Vision Insurance Options 
• Short-Term Disability, Long-Term Disability, and Employer-Paid Life Insurance 
• Employee Assistance Program (EAP) for confidential personal and work-life support 
• Wellness Program, including access to the Greene Complex Health & Fitness Center 
• Retirement Savings Plan with a 7.25% employer match 

Time Away from Work 

• Generous Paid Holiday Time Off, including Good Friday and Easter Monday; the day before and after Thanksgiving; and a two-week Christmas Break.  
• Vacation and Sick Leave 
• Paid Parental Leave 
• Spiritual Retreat Days 

Additional Benefits 

• Tuition Benefit for eligible full-time employees and their dependents for courses at PBA. 

Additional Employee Perks 

• Free parking 
• One complimentary meal per week in the Fraser Dining Hall 
• 10% discount at the PBA Campus Store 
• Commuter discounts for Brightline and Tri-Rail 
• Free admission to the Norton Museum of Art