Build long-term, positive relationships with families and keep them informed on academic planning and application progress
Understand each family’s concerns, preferences, and expectations, offering encouragement and insight
Respond promptly and helpfully when challenges arise, ensuring families always feel heard and supported
Proactively suggest internal offerings—such as courses, mentorship, or partner programs—based on the student’s progress and future goals
Collect feedback to support continuous improvement of the customer journey and enhance client satisfaction and referral rates
Collaborate closely with Graduate Coach, Former Admissions Officer, and course managers to ensure services are delivered to fulfill family needs
Contribute and integrate the family’s needs and perspectives when the counselor team develops roadmaps, application plans, and school lists, etc., for the student
Track key performance indicators such as service completion rates, parent feedback records, and student engagement to identify risks early and intervene when necessary
Share frontline insights about family’s needs with curriculum, operations, and product teams
Coordinate all communication between internal advisors and external parents, ensuring messaging is aligned and delivery meets family needs

Bachelor’s degree or above; background in education, psychology, communication, or business management preferred
At least 2 years of experience in education services, customer success, account management, or high-touch client support
Excellent verbal and written communication skills; calm under pressure; able to handle high-expectation clients with professionalism
Strong project management mindset and ability to multitask, prioritize, and drive execution across complex service plans
Proficiency in English and Vietnamese and/or ability to communicate directly with overseas advisors and parents
Familiarity with U.S./U.K. admissions systems or previous experience in international education is a plus
Mandarin is a plus in this role as we also have some Chinese students in Vietnam
Experience with Google products (Gmail, Docs, Chat, Gemini, etc.) or other collaboration tools
Regularly use AI tools to enhance productivity
Previous experience in college counseling, academic advising, or application support
Brings an optimistic and open mindset, with a proactive and solution-oriented approach to challenges; a collaborative team player who demonstrates patience and empathy, and builds trust even in complex or high-pressure situations

Part-time Family Success Manager

Key skills