Job Description
Job Description
About the Role
The Academic Coordinator & Advisor owns the student and family experience after enrollment. Once a client has signed on and paid, this person becomes their primary point of contact and the operational engine that keeps their 1:1 sessions and group classes running smoothly. The role blends relationship management, scheduling logistics, billing and credit tracking, and light academic advising to ensure every enrolled student is matched with the right instructor, attends consistently, uses their purchased hours, and renews on time.
This is a behind-the-scenes role critical to retention and reputation: families judge us by how organized, responsive, and attentive we are once they have committed.
Key Responsibilities
Client Onboarding & Relationship Management
• Serve as the main post-enrollment contact for students and parents, including bilingual (English/Chinese) families where applicable.
• Conduct onboarding for newly enrolled clients: confirm program details, set expectations, collect intake information, and introduce assigned instructors.
• Maintain warm, proactive communication with families throughout the engagement and address concerns before they escalate.
1:1 Session Management
• Match students to appropriate tutors/instructors based on subject, level, and availability.
• Build and maintain 1:1 scheduling across the student roster, including recurring weekly slots, rescheduling, and make-up sessions.
• Track session completion across the student roster.
Group Class Management
• Coordinate enrollment, rosters, and waitlists for group programs (e.g., SAT camps, ISEE prep, BootCamps, AP courses).
• Manage class calendars, room/Zoom logistics, materials distribution, and instructor assignments.
• Monitor attendance and follow up on absences or scheduling conflicts.
Billing, Credit & Payment Tracking
• Maintain an accurate, up-to-date ledger of each client's purchased credits/hours (1:1 packages and group enrollments) and the balance remaining after each session.
• Reconcile hours used against sessions delivered, flagging discrepancies promptly.
• Track payment status for each account: what has been paid, what is outstanding, and what is due next.
• Identify clients approaching the end of a package or term and trigger renewal outreach before hours run out, so there is no gap in service.
• Generate and issue invoices to families for new enrollments, renewals, and additional services.
• Collect payments, record them against the correct accounts, and confirm receipt with families.
• Generate periodic balance/usage summaries for families and leadership; send hour-balance reminders to parents as needed.
• Follow up on outstanding and overdue accounts, and escalate to leadership when needed.
Operations & Reporting
• Keep student records, scheduling spreadsheets, and CRM/enrollment data accurate and current.
• Coordinate the delivery of session reports and progress updates to families on schedule.
• Liaise between instructors, counselors, and families to resolve scheduling, billing, or curriculum questions.
• Support light academic advising: help families understand program options, sequencing, and next steps.
Retention & Renewals
• Identify clients due for renewal, upsell opportunities (additional subjects, summer programs), and at-risk accounts.
• Partner with leadership on retention initiatives and gather family feedback.
Qualifications
Required
• Bachelor's degree or equivalent experience.
• 2+ years in education, customer/client success, operations, or coordination roles.
• Exceptional organization and attention to detail; comfortable juggling many moving parts and deadlines.
• Strong written and verbal communication; warm, professional, parent-facing demeanor.
• Proficiency with spreadsheets, scheduling tools, and calendar/email systems.
• Comfort with numbers and basic bookkeeping: issuing invoices, collecting and recording payments, tracking balances, reconciling hours, and monitoring payment status accurately.
• Trustworthiness and discretion handling payments and financial records.
Preferred
• Bilingual English/Mandarin Chinese.
• Familiarity with college counseling, test prep (SAT/ISEE/AP), or K–12 academic programs.
• Experience with a CRM or student-management system.
• Familiarity with invoicing/payment tools (e.g., QuickBooks, Stripe, Square, or similar).
What Success Looks Like (First 90 Days)
• All enrolled students are scheduled, attending, and matched to the right instructors.
• Families receive timely, accurate communication and feel well taken care of.
• Scheduling and student records are clean, current, and reliable.
• Credit balances and payment status are accurate, and no client lapses or runs out of hours without a renewal conversation.
• Renewals and at-risk accounts are tracked and flagged proactively.
Core Competencies
Organization · Client service · Communication · Numerical accuracy · Problem-solving · Discretion with sensitive student information · Follow-through
Company DescriptionAt Ignision, our passion is to ignite the flame of potential in each student, empowering them to be the best versions of themselves for college admissions and beyond.
Company Description
At Ignision, our passion is to ignite the flame of potential in each student, empowering them to be the best versions of themselves for college admissions and beyond.