Program Success Coordinator

2 weeks ago

Glen Waverley, Australia Contour Education Full time

We have a fantastic opportunity for a driven and committed individual to join our passionate team. Be the leader who develops and nurtures relationships with our students and parents, and helps them derive maximum benefit and satisfaction from our offerings at Contour Education

**Who Are We**:
**_ We empower students and their studies_**_ by providing highly engaging small-group tutoring designed to prepare them for school assessments and final exams. Our sessions are presented by experienced but young tutors who can teach the study design in a simple and intuitive yet engaging way._

**_Over 3,500 students and 90 staff have joined our tutoring services_** since our founding in 2020. 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 ranked again for 2023, and we're continuing to multiply year over year

It's our vision to **_reshape education, _**starting with tutoring.

**The Role**:
Until now, our sales and customer service team and our billing teams have collectively managed the customer experience (i.e., the student and parent experience) at Contour. However, as our company continues to experience significant growth, the importance of having a **dedicated leader **to oversee the entire student and parent journey and help ensure their success has become increasingly clear.

In this role, you will be responsible for nurturing deep and personal relationships with our current students and parents, with the overall goal of helping them make the most of our entire ecosystem of tutoring services, support, resources, and coaching. This will include regularly being in touch with them throughout the academic year, keeping parents in the loop with their child's progress, bridging the gap between parents and the Contour brand, helping students stay in touch outside of class, and escalating any issues or concerns to the General Manager as necessary.

Your mission will be to ensure students and parents feel supported at all times, throughout the year; you'll be a **relationship builder, a vibrant conversationalist, and **_the _**go-to person for students and parents when they need anything. **You'll work alongside our sales & customer service team, our billing team, and our tutoring teams to help our students and parents develop a lasting relationship with Contour that they cherish.

We're passionate about the impact we make on a student's academic journey (and their parents and families at home), and your role will be crucial in helping is truly deliver this impact and **make a lasting difference.**

This role best suits someone seeking a unique opportunity and challenge to grow within a start-up environment. Given the critical nature of customer success in our expansion, there's potential for this role to evolve into a more senior position, echoing the growth trajectory of many within our team who have risen to leadership roles and are committed to our vision of reshaping education. (Since this is the first customer success role at Contour, this growth trajectory could include eventually managing and leading an entire team.)

**Why Contour?**:
**Comprehensive Training, Support & Growth**:
When you join, you'll be thoroughly onboarded with all our systems and processes. We have documentation from how to use our software systems, all the way to things you can say when talking to parents. We'll also help you upskill and refine your interpersonal abilities, and you'll be provided all the support and personal feedback you need to settle in as you work alongside our sales, billing, and tutoring teams. And because this role is a first of its kind at Contour, as we grow, you’ll see doors opening for further career progression, like hiring your own team members, and moving into more senior leadership roles as we continue to expand

**Key Responsibilities**:
As our first _official_ Program Success Coordinator, you'll be responsible for ensuring all student needs are met, parents are kept in the loop, and students and parents are making the most out of the services we offer at Contour. You'll work on a range of duties which include but aren't limited to:

- **Serve as a primary point of contact **for students and parents, providing timely support and resolving queries and issues with efficiency and empathy;
- **Build and maintain strong relationships** with students and parents, ensuring their educational goals are met with personalised support;
- **Provide day-to-day support to enhance student success, **including pointing students to the right staff for any concerns, helping them connect with the right teams for any issues, providing them direct support, or informing them about additional Contour services;
- **Liaise with sales, bil

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