Lakewood University-Student Success Coach

Job Description

Job Description

Student Success Coach

Lakewood University Department: Student Success Employment Type: Full-Time Location: In Person Reports To: Student Success Manager

About Lakewood University

Lakewood University is a nonprofit institution committed to improving the quality of life of our students by providing excellent, affordable, and in-demand educational programs through distance learning.

At Lakewood, students are more than a number. Our Success Coach model provides students with personalized support, encouragement, accountability, and practical strategies to help them stay focused, overcome challenges, and reach their educational goals.

We are seeking a Student Success Coach who is passionate about helping students succeed and who understands that meaningful student support is about more than answering questions-it is about building relationships, identifying challenges early, and helping students develop the confidence and strategies they need to succeed.

Position Summary

The Student Success Coach serves as a primary support and accountability partner for an assigned group of Lakewood University students.

The Coach works proactively with students throughout their educational journey to promote academic persistence, engagement, and successful program completion. Through regular communication, individualized coaching, goal setting, problem-solving, and collaboration with university departments, the Student Success Coach helps students identify barriers to success and develop practical strategies to overcome them.

The ideal candidate is an excellent communicator, an encouraging and accountable coach, and someone who can balance empathy and understanding with the ability to challenge students to take responsibility for their educational progress.

Essential Responsibilities

Student Coaching & Engagement

• Establish and maintain positive, professional coaching relationships with assigned students.
• Conduct regular one-on-one student contacts through phone, email, video conferencing, and other appropriate communication methods.
• Proactively reach out to students regarding academic progress, engagement, persistence, and potential barriers to completion.
• Help students establish short-term and long-term academic and personal goals.
• Assist students in developing individualized success plans based on their goals, strengths, needs, and circumstances.
• Help students develop effective time management, organization, study, and academic strategies.
• Encourage students to take ownership of their educational journey and decisions.
• Provide encouragement, motivation, and constructive feedback throughout the student's program.
• Challenge and hold students accountable for commitments they make as part of their success plan.

Academic Persistence & Retention

• Monitor student academic activity, progress, and persistence using available university reports and systems.
• Identify students who may be at risk of falling behind and intervene proactively.
• Work with students to identify the reasons for academic challenges and develop appropriate strategies for improvement.
• Follow up with students who demonstrate decreased participation, missed assignments, extended absences, or other indicators of academic difficulty.
• Assist students in developing improvement plans when appropriate.
• Provide increased support to students who are experiencing academic persistence concerns.
• Follow established university procedures regarding academic warnings, probation, dismissal, and other student status concerns.
• Support students in returning to satisfactory academic progress when possible.

Student Advocacy & Problem Resolution

• Listen carefully to student concerns and help students identify appropriate solutions.
• Help students navigate university processes, policies, and available resources.
• Connect students with appropriate university departments, faculty, staff, tutoring, technical support, career resources, financial resources, or other services based on their individual needs.
• Advocate for students when appropriate while maintaining university policies, procedures, and academic standards.
• Assist students in preparing productive conversations with faculty, staff, or other university personnel.
• Help students work through challenges and minor conflicts in a professional and constructive manner.
• Respond to student concerns with compassion, professionalism, and appropriate follow-through.
• Escalate complaints or concerns when necessary and work collaboratively with the appropriate university personnel toward resolution.

Documentation & Communication

• Maintain accurate, timely, and professional documentation of student contacts, concerns, recommendations, and follow-up activities.
• Keep student records and contact information current within the University's student information systems.
• Document appropriate student success plans, interventions, and outcomes.
• Communicate effectively with faculty, academic services, student services, and other university departments regarding student needs.
• Protect the confidentiality and privacy of student information in accordance with university policies and applicable requirements.
• Maintain professional communication with students through email, telephone, video conferencing, and other communication platforms.

Student Support & University Engagement

• Assist students in understanding and utilizing available university resources.
• Participate in student orientations and other student-focused activities as assigned.
• Support student engagement initiatives designed to strengthen the student experience and promote persistence.
• Participate in staff meetings, training, professional development, and departmental meetings.
• Provide feedback and recommendations regarding student needs, recurring challenges, and opportunities to improve student experience.
• Stay informed about Lakewood University programs, policies, procedures, resources, and student support services.
• Perform other duties and responsibilities as assigned in support of the University's mission and students.

Qualifications

Required

• Bachelor's degree in education, counseling, psychology, student services, social services, or related field, or equivalent relevant experience.
• Experience working with students, customers, clients, or individuals in coaching, advising, counseling, support, or service-oriented capacity.
• Excellent verbal and written communication skills.
• Strong interpersonal skills and the ability to establish rapport with individuals from diverse backgrounds.
• Strong organizational and time-management skills.
• Ability to maintain accurate and timely documentation.
• Ability to work independently while also collaborating effectively with a team.
• Strong problem-solving skills and sound judgment.
• Comfortable using technology and learning new software systems.

Preferred

• Master's degree in Hight education, Experience in higher education, student services, academic advising, student success, retention, coaching, or a related field.
• Experience working with adult learners or students in an online/distance-learning environment.
• Experience providing coaching, mentoring, advising, or case-management services.
• Familiarity with student information systems and learning management systems.
• Experience working with students who are experiencing academic, personal, financial, or other barriers to educational success.

What We Are Looking For

The successful candidate will demonstrate:

• Caring: Genuine concern for students and a commitment to helping them succeed.
• Accountability: The ability to encourage students while also holding them responsible for the commitments they make.
• Communication: The ability to listen actively, ask thoughtful questions, provide constructive feedback, and communicate clearly.
• Problem-Solving: The ability to identify barriers and help students develop practical solutions.
• Organization: The ability to manage multiple students, priorities, communications, and follow-up activities effectively.
• Adaptability: Comfort working in a changing, technology-driven distance-learning environment.
• Professionalism: The ability to maintain appropriate boundaries, confidentiality, sound judgment, and professionalism.
• Student-Centeredness: A genuine commitment to helping students achieve their educational and career goals.
• Conflict resolution skills and experience

Performance & Success Measures

Success in this position may be evaluated through a combination of quantitative and qualitative measures, including:

• Student persistence and retention.
• Student engagement and successful completion of academic activities.
• Timely and consistent student communication.
• Student satisfaction with coaching and support.
• Successful resolution and appropriate escalation of student concerns.
• Quality and timeliness of student documentation.
• Student progress toward program completion.
• Effective use of university resources and support services.
• Demonstrated contribution to a positive student experience.

Lakewood University Values

The Student Success Coach is expected to perform the responsibilities of the position in alignment with Lakewood University's values:

Integrity – Value, trust, and honesty. Caring – Commit to meeting the needs of others. Responsibility – Do competently what is supposed to be done, when it is supposed to be done. Respect – Treat people with dignity and fairness. Quality – Take pride in excellence.

Equal Opportunity Employer

Lakewood University is an equal opportunity employer. We encourage qualified individuals from diverse backgrounds and experiences to apply.

Other Duties

This job description is intended to describe the general nature and level of work performed in this position. It is not intended to be an exhaustive list of all duties, responsibilities, or qualifications. Duties, responsibilities, and activities may change as organizational and student needs evolve.

Lakewood University is committed to providing students with the support, encouragement, and resources they need to succeed from enrollment through graduation and beyond.