Client Success Coordinator LATAM

What You Will Own Family Support and Onboarding Serve as the main operational contact for students and parents. Guide new families through onboarding, Nest access, and scheduling their first coaching session. Complete weekly check-ins during the first 30 days and identify concerns early. Student Accountability and Parent Communication Track student commitments, milestones, and engagement between coaching sessions. Send parent updates, review monthly progress reports, and proactively contact families when students become unresponsive or fall behind. Student Retention and Team Coordination Respond quickly to missed sessions and disengagement. Understand the issue, coordinate a solution, document the outcome, and escalate sensitive or unresolved situations. Support scheduling, rescheduling, and coach transitions. Reporting and Program Knowledge Track engagement, satisfaction, and retention indicators. Prepare regular reports and become an expert on egelloC programs, systems, and resources. What Success Looks Like New families complete onboarding on time, students achieve their first measurable win within 21 days, and all required check-ins and parent reports are completed. At-risk students receive follow-up within 24 hours, urgent matters receive a same-day response, and standard requests are answered within one business day. What This Role Does Not Own The Accountability Coach does not provide college admissions strategy, academic coaching, essay feedback, or financial aid advice. Families continue to have direct access to their Student Success Coach. Key Responsibilities Family Relationship Management Be the primary point of contact for students and parents throughout their journey. Build strong relationships, set clear expectations, and ensure families always know what to expect and where to turn for support. Onboarding & First 30 Days Guide new families through onboarding, confirm access to all systems, and ensure the first coaching session is scheduled. Conduct regular check-ins during the first month, monitor engagement, and quickly identify students who may need additional support. Student Accountability Help students stay on track by monitoring action items, milestones, and engagement between coaching sessions. Follow up on commitments and proactively address any gaps before they become larger issues. Parent Communication Keep parents informed with concise coaching summaries, personalized progress updates, and proactive communication whenever a student falls behind or requires additional support. Student Success & Retention Identify and support at-risk students by responding quickly to missed sessions, disengagement, or other concerns. Coordinate solutions, document outcomes, and escalate complex situations when needed. Scheduling & Team Coordination Manage scheduling changes, coordinate coach transitions, and ensure smooth communication between families and internal teams. Reporting & Program Knowledge Track engagement, satisfaction, and key success metrics while maintaining a strong understanding of egelloC programs, tools, and resources to confidently support families.