Student Success Specialist

We are thrilled to offer the exciting opportunity for a professional, passionate and enthusiastic individual to join our rapidly growing Student Success Team as a Student Success Specialist at Contour MedPrep!
At Contour, we take pride in providing exceptional, well-rounded tutoring services that empower our students to achieve their goals. As a Student Success Specialist, you will serve as the primary point of contact for enrolled students and their parents, ensuring they feel supported and valued throughout their journey. Your role will focus on coordinating the delivery of our programs and fostering a nurturing environment where students can thrive. This position is centred on building meaningful relationships with students and their families. You will take the time to understand each student's unique needs and aspirations, actively engaging with them to ensure they are fully enjoying and benefiting from their experience at Contour. By checking in regularly, addressing questions and concerns, and celebrating successes, you will play a crucial role in helping students make the most of our programs.
This isn't just any admin role; it's a highly specialised service that requires someone with a genuine desire to support students and their families with professionalism and care. Your passion for student success and commitment to providing a positive experience will make you an invaluable member of our team. We strive to remain Australia's Leading Medical Preparation Program, and as a Student Success Specialist you will be a vital component of our vision, embodying our commitment to support and excellence during this crucial phase of a student's education.
Who Are We Contour MedPrep is a leading medical preparation program that currently specialises in comprehensive UCAT and Interview preparation, aiming to empower and support the next generation of healthcare professionals in the highly competitive yet often daunting process of gaining entry into medical school.
Our UCAT course aligns itself with the objective of the UCAT, rigorously training students in the mental abilities and skills of a successful doctor or dentist, through engaging group lessons, comprehensive and abundant resources, live mock exams, 24/7 student support and so much more! We are extremely committed to innovative and results-driven medical preparation, with industry-first initiatives such as our Live UCAT Testing Centre and student accountability system propelling our 2023 students to an industry-leading median UCAT score of 3040+, one student even setting the world record score of 3590!
Over 3,000 students and 100 staff have joined our tutoring services since our founding in 2020. This year, we have successfully expanded our in-person Live Testing Centres to Brisbane and Sydney, with over 1000 bookings, and hundreds of new enrolments from all over Australia. Our growth is a testament to our dedication to providing ALL our students and parents with a high-quality tutoring experience (from 24/7 personal support to on-demand resources) and our commitment to helping them achieve their goals. We were listed as the 17th Fastest Growing Startup by the Australian Financial Review in 2022, and we're continuing to multiply year over year! It's our vision to reshape education, starting with tutoring.
The Role At Contour, we understand that the journey to medical and dental school often involves confusion and complexity. The long and tedious journey can often be incredibly lonely, and hard to navigate through if going alone for the first time.
That's where you come in! As a Student Success Specialist, you will play a pivotal role in guiding students through this taxing and often confusing process, providing them the support they need as a student of Contour MedPrep. Your mission will be to help students make the most of their experience with Contour MedPrep, ensuring our programs are delivered effectively to maximise students' success while navigating our UCAT, Medical Admissions and Interview courses.
You will develop strong relationships with students and their parents along their journey, through 1-on-1 consultations, call/text/email support and administrative assistance, serving as the primary contact for students and parents. This role is not simply a typical admin role, but it is a highly specialised service which demands a motivation to see prospective medical and dental students grow and thrive in their unique and individual paths to achieve their goals. You will need to possess adaptability, interpersonal skills, and a sense of empathy towards students and parents, understanding both their aspirations and anxieties.
The role is multi-faceted and highly collaborative, as it requires teamwork and coordination with other members of the Sales team, as well as liaising with the VCE Sales team, and the UCAT Tutoring team amongst others. Collaboration is instrumental in creating a cohesive and supportive pathway for our students, thereby maintaining the high standards of guidance and support that Contour MedPrep prides itself on.
The Student Success Specialist role allows for a flexible balance between in-person and remote work. While the initial training will be conducted in person, you will have the option to work more or less in-person based on your preferences and the needs of the team, enabling you to effectively manage both your professional and personal commitments. You will rely on your solid knowledge base, unwavering commitment, and excellent communication skills to excel in this role. This is an opportunity to make a profound impact on the lives of aspiring medical and dental students, guiding them toward their dreams with clarity and confidence. Join us at Contour MedPrep and be a part of a dedicated team that will change the face of medical preparation and enrolment support!
Key Responsibilities As one of our Student Success Specialists, your main tasks will include (but are not limited to):
Program Set-Up Consultations: Running 20-Minute 1-On-1 Consultations via Zoom for students and parents who have decided to enrol in our program. This is your opportunity to introduce yourself as their ongoing support contact at Contour MedPrep. You will also set up the student's online learning platform and guide them through the abundant resources available. Coordinating Program Delivery: Take the lead in key aspects of program delivery, including scheduling student mock exams and tutor consultations, overseeing course enrollments, and following up on billing and invoicing. Your role will also be vital in effectively handling complaints and resolving any issues, as this will maintain a positive experience and foster trust within the Contour community. Inbound & Outbound Call/Text/Email: Connect with students and parents through phone calls, texts, and emails, ensuring a seamless and supportive experience, to address all questions and concerns. Your communication skills will help create lasting relationships that empower students every step of the way. Ongoing Check-Ins: Stay actively involved with students and their families throughout the course, checking in regularly to ensure they're attending classes and fully enjoying their experience at Contour. Your support will make a world of difference in their journey! Processing Student Unenrolments: Handle unenrolments with care and professionalism, focusing on addressing any pain points that may have led to this decision. You will ensure that we've done everything possible to support the student before proceeding with the un-enrolment process, reinforcing our commitment to their success. Program Recommendations: Actively recommend Contour MedPrep programs, such as our Medical Admissions Program and Interview Course, as well as referring students to Contour Education for VCE and High School Tutoring. Your genuine recommendations will guide students and parents toward support that can significantly enhance their preparation and help them achieve their dreams. Training & Meetings: Complete our comprehensive initial onboarding and training program as you get started in the role. There will also be ongoing weekly meetings and training sessions in both a group and 1-on-1 format, giving every team member a chance to contribute, discuss their progress and collaborate on ways to improve. Expected Work Hours Minimum of 40 Hours/Week Compensation The indicated annual package is between $55,000 - $65,000 + super, depending on your prior experience. There will also be fixed bonuses associated with relevant KPIs. Skill Requirements Honesty and Integrity Excellent People Skills High Level of Empathy Exceptional Communication Skills Detail-Oriented & Organised Energy and Enthusiasm Independence & Proactiveness Ability to Build and Maintain Relationships Willing to Listen, Learn & Lead Professionalism when Required Experience Requirements Mandatory Completed VCE (or Interstate Equivalent) Prior Sales or Customer Service Experience Ideal Completed the UCAT Prior tutoring, mentoring or leadership experience NOTE: These are not hard-fast requirements; however, they are favourable to your application.
Personal Requirements Passionate, and Engaged (we want you to be energetic and relatable with our students!) Genuine Desire to Help Students & Parents (it's our goal to help students achieve their potential!) Ability to Commit to Hours (e.g. can't constantly reschedule or miss work) Travel to our Glen Waverley or Melbourne CBD Campus for onboarding, training and in-person work days. Sign an NDA (e.g. can't distribute our resources/company info to others) Agree to a non-compete clause (i.e you can't work with similar organisations) This is not just any other admin or tutoring job; it's a calling for someone committed to providing an excellent student experience, and supporting students in their medical preparation journeys! If you're people-oriented and passionate about education, we want to hear from you - apply now, and become a part of our mission to reshape education :)
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