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Student Success Outreach Coordinator

Chegg, Inc.

Atlanta, Georgia

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JOB DETAILS
SKILLS
Automation, Business Development, Coaching, Communication Skills, Customer Relationship Management (CRM) Systems, Establish Priorities, Exceeded Sales Goal, Machine Tool, Needs Assessment, Organizational Skills, Presentation/Verbal Skills, Problem Solving Skills, Sales, Sales Cycle, Software as a Service (SaaS), Video Chat, Writing Skills, ZenDesk
LOCATION
Atlanta, Georgia
POSTED
Today
Job Description

Role Overview

At Chegg, we're on a mission to deliver an unprecedented return on a student's time and money. Our programs deliver exceptional outcomes at market-leading prices by offering seamless experiences for students from the day they enroll at Chegg Skills until the day they graduate.

We are looking for a Student Success Outreach Coordinator to join our team and support students in their educational journey. This individual will manage a high-volume caseload of students, engage with them through various communication channels, and ensure theyremain on track to complete their programs and acquire the skills they need to reach their goals.

In this role, you will proactively engage students, helping to convert trial-period students into confirmed enrollments while driving sustained learner engagement throughout their program. You'll use your strong communication skills and problem-solving abilities to re-engage students who may have fallen behind, guide them through program milestones, and connect them with the right internal resources. You will also contribute to optimizing outreach strategies and workflows, collaborating with team members to ensure students receive the support they need to succeed.

This is an ideal opportunity for someone who is passionate about student success, enjoys working in a fast-paced environment, and is motivated to meet and exceed both individual and team targets. If you're looking for an impactful role at a high-growth company, this is the place to make a difference.

Responsibilities
  • Manage a high-volume caseload of students, providing proactive and personalized support through text, email, video chat, and other communication channels to convert trial-period students into confirmed enrollments and drive learner engagement throughout their program duration.
  • Execute a repetitive and detailed workflow focused on contacting a high volume of learners on a daily basis to hit enrollment, retention, and graduation targets.
  • Leverage CRM tooling and established playbooks to monitor, document, and report on individual and group-wide learner progress and performance. Use this collective information to strategically identify students requiring the most support from a large roster of active students.
  • Outreach to 250+ students per week. Make informed decisions on which students require additional follow-up, and communicate with those students as appropriate.
  • Utilize discovery questions and active listening skills to uncover and understand learner needs and opportunities to improve the learner experience. Ensure learners are connected with the appropriate internal support to address those needs and opportunities.
  • Leave a student-first and empathetic impression with all learners.
  • Meet or exceed assigned sales quota by executing the sales cycle and maintaining assigned learner caseload.
  • Review the optimization and impact of outreach performance to achieve and/or exceed your targets.
  • Work closely with the Enrollment Manager, Success Coaches, and enablement team to address learner needs and ensure a smooth learner experience.
  • Provide feedback on outreach processes, team tooling, and workflow to help the team optimize day-to-day operations and learner outcomes.
  • Partner with the enablement team to test new outreach tactics, creative messaging, and communication automation triggers.
  • Develop knowledge on each of Chegg Skills's programs and potential sticking points.

Qualifications
  • 1- 2+ years of sales, business development, customer success, or learner engagement experience, preferably in a high growth SaaS or technology environment
  • Ability to provide high quality support to a high volume of learners
  • Outstanding communication skills, both written and verbal
  • Experience crafting outbound communications, measuring results, and optimizing and scaling those efforts
  • Exceptional ability to reignite a learner or customer's "why" or excitement about the product
  • Excellent prioritization and task execution
  • Adaptable and thrive in ambiguous or rapidly changing situations
  • A strong work ethic and drive to meet and exceed target learner outcomes
  • Experience with Planhat and Zendesk a plus
  • Availability to work

About the Company

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Chegg, Inc.