Student Success Manager
Overview
Indigo Research is dedicated to transforming the education landscape by pairing high school students with research mentors to complete and publish research projects. We aim to deliver transformative educational experiences and cultivate the next generation of scholars.
The Student Success Manager (SSM) is an essential, high-impact role responsible for guiding students through their research journey and ensuring their successful program completion, with a strategic eye on their research completion, publication and college admissions goals.
SSM Role
The SSM serves as the primary relationship owner for our students and their families, ensuring a seamless, high-touch, and goal-oriented experience . This role is ideal for a highly organized professional with a background in student counseling, advising, or academic success who can navigate complex educational roadmaps and manage high-value client relationships.
The SSM will be the project management expert overseeing the student's entire research timeline, translating high-level program goals into actionable roadmaps, collaborating closely with research mentors, and ensuring the student's progress aligns with their personal and academic objectives, especially with an eye to university admissions.
Key Responsibilities
Student Success
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Program Roadmap Management: Guide students and families through their customized research program, ensuring all milestones (from topic selection to publication) are completed on schedule to meet the student’s goals within their chosen timeframe.
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Relationship Excellence: Serve as the trusted, primary point of contact for students and parents, proactively communicating progress, managing expectations, and resolving concerns to ensure stellar client satisfaction (including for VIP and partnership-referred clients).
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Strategic Intervention: Continuously monitor student progress, identify potential roadblocks, and implement timely, strategic interventions to get off-track students back on course.
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Conflict & De-escalation: Skillfully engage in conflict resolution and high-stakes de-escalation scenarios, demonstrating professionalism, empathy, and patience in all communications.
Internal Program Coordination
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Mentor Alignment: Work closely with research mentors/tutors to ensure the mentoring relationship is productive, positive, and aligned with the student’s program goals and pace.
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Client Advocacy: Represent the client's voice internally, sharing critical student/family feedback with the wider team to drive service improvements and preemptively align on issue resolution strategies.
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Reporting & Handoffs: Utilize CRM tools to track and report on student progress, ensuring a smooth and successful transfer of the client relationship from the sales team.
Operational Improvement & Business Growth
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Client Retention & Upsell: Contribute to company growth by proactively building client loyalty, facilitating retention, and identifying opportunities for additional service purchases or referrals.
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Process Enhancement: Identify, highlight, and assist in the implementation of service and operational improvements to ensure Indigo Research continues to meet the evolving needs of high-achieving students and families.
Qualifications & Skills
Qualifications
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Required: 2–4 years of demonstrated success in student admissions counseling, academic advising, mentoring, or program management within a high-achieving educational context.
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Strong Asset: Direct experience with the US college admissions process and/or international education systems (e.g., advising on Common Application, essays, extracurricular profiles).
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Technical Proficiency: Advanced proficiency in CRM tools (e.g., Salesforce), Microsoft Office Suite, and Google Workspace.
Skills
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Client Management & Professionalism: Proven ability to build immediate rapport and trust with high-net-worth clients/families, command attention in m