Encoura

Manager

• Acting on behalf of Encoura as the primary sales interface for renewals with our partners and customers
• Working with the internal sales and success teams to develop and deliver win/win proposals which incorporate product/service expansion opportunities
• Partnering with internal cross-functional team on pricing, quoting, and processing renewal contracts
• Managing portfolio for the respective business unit, with the aim of achieving 100% on-time renewals and increasing retention rates
• Collaborating with Account Executives and Customer Success Managers to identify customer account health risks and proactively incorporating mitigation strategies as part of renewal activities
• Coordinating and providing regular updates on status and forecasts to business segment leader and other senior business leaders
• Travel Frequency, approximately 25%

Renewal Manager

Marketing

• Support assigned institutions through the planning, execution, and optimization of enrollment marketing campaigns and communication strategies
• Build and maintain strong relationships with partner institutions through proactive communication, responsiveness, and ongoing collaboration
• Analyze institutional enrollment goals, current marketing efforts, and areas of opportunity to support strategic recommendations
• Assist in translating institutional needs into actionable marketing plans aligned with enrollment objectives
• Contribute to renewal conversations and identify opportunities for additional solutions or services that align with institutional goals and challenges
• Coordinate with Enrollment Services on student search strategy, prospect segmentation, and purchase planning
• Develop and implement electronic and print communication plans, along with the creative team, aligned to institutional objectives and campaign strategies
• Support digital marketing efforts through campaign coordination, execution support, and performance monitoring
• Partner with internal teams to ensure projects are delivered accurately and on schedule
• Monitor campaign performance and enrollment metrics, identifying trends and recommending adjustments as needed
• Prepare and deliver client reporting, campaign summaries, strategic updates, and performance insights
• Incorporate insights from enrollment consulting, market research, and data analysis into campaign recommendations and planning
• Maintain awareness of enrollment marketing trends, student search strategies, and data-informed best practices to support client success
• Lead client presentations, training sessions, and strategic discussions as needed
• Support internal collaboration and alignment around client goals, campaign priorities, and project execution
• Contribute to team knowledge sharing, process improvement, and best practice development
• Participate in ongoing professional development opportunities to strengthen expertise in enrollment marketing strategy, communications, and analytics

Enrollment Marketing Consultant

DevOps Engineer

• Own and maintain the reliability, performance, and availability of large-scale production systems — monitoring dashboards, reviewing alerts, and resolving incidents as they arise.
• Serve as primary on-call and incident responder for customer-impacting issues, triaging, coordinating resolution, and leading post-mortems.
• Design, build, and improve CI/CD pipelines using Azure DevOps, GitHub Actions, Jenkins, and Octopus Deploy.
• Automate Azure infrastructure and services (Web Apps, Functions, SQL, Storage, Key Vaults, Entra ID) using IaC tooling.
• Collaborate closely with engineering, product, and security teams to support deployments, migrations, and compliance initiatives.
• Drive cloud cost optimization, scalability, and auto-scaling initiatives across hosted environments.
• Implement and modernize incident management tooling and enforce security best practices and system hardening standards.

DevOps Engineer, II

IT Support

• Help answer end-user questions by supporting phone calls, chats, and web inquires
• Serve as a go-to resource for clients and end-users needing technical assistance via phone, chat, or email
• Aim to resolve issues on the first interaction, while clearly and professionally guiding clients through their options
• Take ownership of assigned client accounts by managing and resolving issues from start to finish
• Accurately document interactions and solutions in the ticketing system
• Use the knowledge base to research and find the best solutions for client need
• Escalate complex or unclear issues—and any outdated knowledge base content—to a supervisor
• Represent the company positively by building strong, professional relationships with clients
• Continuously learn and grow by participating in training programs to support a variety of clients
• Deliver fast, accurate, and friendly solutions that create a great client experience
• Install, maintain, and troubleshoot computers, printers, phones, and other equipment
• Diagnose and resolve hardware and software issues
• Complete software installations and updates
• Build strong, collaborative relationships across teams and departments

Help Desk Customer Service Advisor

Customer Support

• Support customers via voice and chat using Amazon Connect
• Deliver a positive experience through empathy, patience, and clear communication
• Resolve customer issues using AWS tools specifically Amazon Connect and Connect Assistant, following defined call flows
• Accurately document interactions and manage follow-ups
• Handle multiple tasks in a fast-paced call center environment
• Collaborate with teammates and escalate complex issues as needed
• Work assigned shifts, including weekends and holidays
• Participate in ongoing training and continuous improvement

Customer Service Associate – Temporary

• Support customers via voice and chat using Amazon Connect
• Deliver a positive experience through empathy, patience, and clear communication
• Resolve customer issues using AWS tools
• Accurately document interactions and manage follow-ups
• Handle multiple tasks in a fast-paced call center environment
• Collaborate with teammates and escalate complex issues as needed
• Work assigned shifts, including weekends and holidays
• Participate in ongoing training and continuous improvement

Bilingual Customer Service Associate

Customer Success Manager

• Lead the day-to-day management of a portfolio of digital marketing clients and campaigns
• Coordinate campaign execution across internal teams including Creative, Data Operations, Tracking & Attribution, Digital Operations, and Enrollment Marketing to ensure campaigns launch accurately and on schedule
• Manage campaign timelines, deliverables, approvals, and operational workflows to maintain a seamless client experience and ensure alignment across departments
• Monitor campaign pacing, performance, and key KPIs while proactively identifying optimization opportunities related to targeting, creative, budget allocation, audience strategy, and conversion performance
• Analyze reporting data and platform insights to develop strategic recommendations and communicate campaign performance clearly to clients and internal stakeholders
• Lead recurring client meetings, performance reviews, onboarding discussions, and strategic planning conversations focused on achieving enrollment and marketing objectives
• Troubleshoot campaign, tracking, reporting, or operational issues while coordinating timely resolution across internal teams and external partners
• Identify opportunities to strengthen client relationships, support renewals, expand campaign scope, and introduce additional digital marketing strategies aligned with client goals
• Collaborate cross-functionally to improve internal workflows, operational efficiencies, communication processes, and scalable service delivery standards
• Stay informed on digital marketing trends, platform capabilities, attribution methodologies, audience strategies, and industry best practices to continuously improve campaign strategy and client outcomes

Digital Client Success Manager

Consultant

• Develops financial aid strategies for clients that will allow them to meet their enrollment and revenue goals
• Creates and presents financial aid historical and retention analyses to clients, explaining trends and opportunities
• Consults regularly with client institutions
• Presents and explains the Award+ tracking dashboard
• Works with 10-15 clients throughout the year
• Assists clients in fully understanding the extent and construct of the contracted financial aid
• Meets regularly with the consulting team to discuss client goals and challenges and brainstorm solutions
• Travel Frequency, 3-5 times per year

Executive Consultant

Support Engineer

• Serves as the first point of contact for customers needing technical support via phone and email
• Provides guidance to new and existing users on products and assists with setup and maintenance of online learning software and equipment
• Troubleshoots hardware and software issues, ensuring a smooth user experience
• Manages support tickets, uses knowledge bases to resolve inquiries efficiently, and aims for first-call resolution
• Handles multiple tasks simultaneously and escalates issues promptly when needed
• In a virtual contact center, resolving inbound customer calls and inquiries in a professional and empathetic manner.

Bilingual Customer Care, Technical Support

Bilingual

• Making outbound calls and taking inbound calls from families interested in enrolling, determining best options, sharing details about various online schooling options.
• Developing relationships with parents as an educational advisor and consultant generating and enhancing interest in the various client products and services
• Requesting and closing the sale of parents/primary caregivers relative to the best solution for their situation
• Meeting key performance indicators for employee attendance, phone productivity, enrollments, call quality, customer satisfaction, customer loyalty, and schedule adherence
• Assessing family needs, recommending the best-fit program, and driving enrollment by effectively communicating value and next steps.
• Closes sales while delivering exceptional experience and meeting key performance goals.

Bilingual Inbound/Outbound Enrollment Specialist

• Own the customer relationship at the portfolio level, driving retention and identifying expansion opportunities through proactive engagement
• Lead renewal strategy and execution, ensuring on-time renewals and uncovering growth opportunities across accounts
• Conduct recurring customer engagements including meetings, email outreach, and success planning to align goals and drive business outcomes
• Facilitate Executive Business Reviews, summarizing product usage, progress toward goals, and future planning aligned to customer priorities
• Monitor customer health using data and qualitative signals, proactively addressing risks and driving mitigation plans to prevent churn
• Partner cross-functionally with Sales, Product, and Support to influence adoption, resolve issues, and deliver a seamless customer experience
• Maintain accurate account insights, engagement tracking, and success plans in systems like Planhat to support forecasting and strategic decision-making
• Travel Frequency: Occasional travel (as needed for key customer engagements)