Program Success Coordinator

**Description**:
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**:
**Over 6,000 students and 150+ team members have joined Contour** since our founding in the beginning of 2020. Our growth is a testament to our dedication in providing **ALL** our students and parents with a premium learning experience (from 24/7 personal support to on-demand resources) and our commitment to helping them achieve their personal goals, and achieve success in their school assessments and exams. We've been listed three years in a row as one of the Fastest Growing Startups by the Australian Financial Review, and we're continuing to multiply year over year

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

**The Role**:
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 services. 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 and helping students stay in touch outside of class.

Your mission is to be a trusted resource, building lasting relationships and ensuring students and their families feel supported. This role is ideal for someone eager to grow within a startup, with potential for advancement. It requires consistent in-person part-time hours and a long-term commitment to Contour’s vision of reshaping education. 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.

**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 up-skill 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.

**Key Responsibilities**:
As a 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, billing, and management teams**to clarify enrolment, invoicing, and related admin queries;
- ** Liaise with tutoring teams and head tutors**to address issues or improvements related to classes, tutors, reschedules, content alignment, and similar class-related concerns;
- ** Escalate critical issues appropriately**and follow through on resolutions to ensure student and parent satisfaction;
- ** Proactively gather and analyse feedback**from students and parents to drive continuous improvement in our service delivery;
- ** Provide detailed customer success reports and analysis** to the management team, offering insights and recommendations for continuous improvement to our services, offerings, and processes.

**Expected Hours**:

- 18-24 hours per week

**Requirements**:
**Skill Requirements**:
**Honesty**and Integrity

**Excellent**Customer Service 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

**Experience Requirements**:
**Completed the VCE**and Performed Well

**Bachelor's Degree** (or currently studying) in Commerce/Business/Management/Marketing/Communications or a related field

**Prior Sales,**Reception, Customer Service/Management/Operations or Customer Success Experience

**Personal Requirements**:

- ️** Passionate and Engaged**_(we want you to be able to vibe with both students and parents)_

**Long-Term**Mindset & Vision _(if you're selected, we'd like you to come for the ride for as long as you can)_

**Genuine Desire** to Help Students & Parents _(