"Student Success Advisor, Montclair Unbound"

IMPORTANT APPLICATION INSTRUCTIONS:

• Upload Resume or Curriculum Vitae for automatic population of information to the application.
• The contact information, work experience, and education listed on your Resume/CV will be parsed and input into your Montclair application.
• Review information and double-check all fields containing information that the system parsed – the software is intelligent, but you need to verify that the data is accurate.
• In the “My Experience” section, you will find a Resume/CV upload option where you can submit your cover letter and all other supporting documents.

Note: If you have an expansive CV, we recommend that you apply manually and only include the positions you have held in the last ten (10) years. You will then be able to attach your Resume/CV, as well as all other supporting documentation in the "My Experience" section of your application.

JOB DESCRIPTION

SUMMARY:

Reporting to the Director of Student Success of Montclair Unbound, the Student Success Advisor plays a critical role in supporting Montclair State University’s online learners throughout their academic journey. As a frontline member of the student success team, the Student Success Advisor provides proactive, high-touch outreach; holistic coaching; academic advising; and guided navigation of university systems, policies, and resources. The Advisor works closely with faculty, university partners, and online program leadership to ensure students experience a seamless, supportive, and empowering path to degree completion. This role is central to building a strong sense of belonging, delivering outstanding service, and contributing to the University’s goal of becoming best-in-class in online student retention and success.

This position will initially require a full in‑office presence. A transition to a hybrid schedule may be introduced at a later date.

PRINCIPAL DUTIES AND RESPONSIBILITIES:

• Serve as the primary academic advisor for an assigned caseload of online learners, providing guidance on academic requirements, planning and registration, academic policies, and student success strategies.
• Engage in proactive outreach based on CRM alerts, risk indicators, and student behavior to support persistence and remove barriers to success.
• Provide coaching that builds on what students do well and helps them apply it to their study skills, time management, goal setting, work–life balance, and effective strategies for online learning.
• Support students on academic notice/warning, newly admitted online learners, transfer students, and internal transfers.
• Help students navigate university processes, including registration, financial aid, billing, and key deadlines.
• Maintain timely and active case notes and communication logs in CRM and advising systems; follow prescribed outreach, escalation, and follow-up workflows.
• Use data and dashboards to monitor student engagement, progression, and risk.
• Conduct intrusive advising outreach for students showing signs of disengagement, focusing on resolving issues early and promoting success.
• Support the implementation of lifecycle student journey maps and Montclair Online standard operating procedures.
• Refer students to appropriate university services (career advising, tutoring, mental health support, financial aid, accessibility services, etc.) and follow up to ensure resolution.
• Collaborate with program directors, faculty, and academic departments to ensure curricular accuracy and responsive learner support.
• Coordinate with campus services such as Registrar, Financial Aid, Student Accounts, IT, tutoring, writing center, Dean of Students, and others to streamline solutions for online students.
• Participate in events (virtual or in-person), including but not limited to orientations, accepted student programs, recruitment events, workshops, and student success programming.
• Contribute to presentations, online workshops, and training materials to support student preparedness and success.
• Fully utilize student success technologies, including CRM, Navigate, Banner, DegreeWorks, Canvas, Slate, and communication tools.
• Ensure accurate record-keeping and confidentiality of student data.
• Assist in collecting, analyzing, and reporting on student engagement and outcomes to inform improvements in advising and retention practices.
• Support optimization of call flows, messaging templates, and communication campaigns to enhance the learner experience.
• Stay current on best practices in online learning, adult student success, customer-service excellence, and holistic advising.
• Participate in training, team meetings, and professional development to support a culture of continuous improvement.
• Perform other duties as assigned. Management retains the right to add or change job duties at any time.

QUALIFICATIONS:

REQUIRED

• Master’s degree from an accredited college or university.
• Minimum of three years of experience in academic advising, success coaching, counseling, student support, or related higher education work.
• Experience supporting online learners, adult learners, or diverse student populations.
• Experience using advising and student support technologies (CRM, SIS, LMS, appointment systems, contact center tools).
• Strong communication, listening, problem-solving, and customer-service skills.
• Ability to manage multiple priorities, maintain accurate documentation, and work both independently and collaboratively.
• Must be a team player with a growth mindset; detail-oriented and results-oriented; and able to manage multiple projects simultaneously while adapting to new challenges and learning opportunities.

PREFERRED

• Familiarity with online program structures, adult learner needs, and best practices in online retention and engagement.
• Experience with Navigate, Slate, Banner, Workday, or comparable platforms.
• Understanding of strengths-based advising, intrusive advising, or academic coaching models.

PROCEDURE FOR CANDIDACY:

Applicants should include a resume and cover letter describing how their background, skills and education match the needs of the University. When applying, please take a moment to carefully read and follow the steps in the application instructions.

Salary Range

$73,899.90-$77,593.35 Annual

The position may also be eligible for comprehensive benefits, including health insurance, retirement plans, and tuition assistance. For further details, please visit: https://www.montclair.edu/human-resources/benefits/

Montclair State University considers factors such as, but not limited to, scope and responsibilities of the position, candidate’s relevant work experience, education, skills, and internal equity, when extending an offer.

Salary offers for internal employees who are part of a collective bargaining unit (CBU) and are applying to a position that is within a CBU will be determined in accordance with contractual provisions.

Department

Online Student Success

Position Type

Professional - Non-Faculty

Contact Information:

For questions or concerns, please contact Human Resources' Workday Recruiting Support at 973-655-5000 (Option 2), or email talent@montclair.edu.