Jenn McCracken

15+ years of experience supporting diverse populations in high-volume, remote, technology-driven environments with the proven ability to coach individuals and teams. Excelling at analyzing engagement data, managing escalations, and implementing targeted interventions leading to improved retention, satisfaction, and outcomes. Known for an empathetic, student/client-first approach grounded in motivational interviewing, urgency, and accountability, with a strong passion for representing the voice of the learner or expert, specializing in high touch support professional specializing in Career Services, Externship and Student Success, Onboarding, Training, and B2B Enterprise Client Success.

Partner Success Manager – Allied Healthcare Partners at Penn Foster Group / CareerStep (2021-01 – 2026-01)

• Relationship Management from sales handoff: provide onboarding, initial set up for functionality, coaching, and ongoing support for a portfolio of employer partners in allied-health programs. Worked with 50+ PCA/FQHC contracted partners and supported clinics for each ranging from 2-10 sites on average.
• Worked to support "Evergreen" contracts with the goal of retention/satisfaction of client vs annual renewal in collaboration with sales counterpart with 95% success rate.
• Met monthly via Teams and connected via email/Teams as needed for close collaboration with primary contact and learner managers to maintain high quality experience and triage any situation that arose with the goal of 'training the trainers' so they could self manage as able.
• Served as a primary escalation point, resolving complex academic, administrative, and partner concerns with professionalism and urgency, working cross-departmentally as needed to address issues.
• Analyze learner data, engagement trends, and performance metrics to create and implement interventions and process improvements internally and externally.
• Worked within the high level relationship to identify potential new needs and introduced new program offerings as relevant. Worked closely with sales counterpart to share newly identified needs and potential interest in expansion of agreement or addition of new locations.
• Collaborated cross-functionally with Operations, Finance, Product, and Leadership teams to remove barriers and enhance outcomes.
• Support onboarding and mentoring of new team members; contribute to training materials and best-practice documentation.

Externship Advisor at Independence University (Closed) (2020-01 – 2021-01)

• Trained and mentored 10+ advisors, supporting quality, consistency, and confidence in learner engagement.
• Coached and supported 80+ active students on a rotating basis through externship onboarding and completion using structured outreach and motivational techniques.
• Established communication and attendance activity expectations from the beginning to the completion of their 12 week externship experience.
• Monitored student progress with regards to attendance and completion of required documentation.
• Supported escalations and challenges and carried them through to completion.
• Identified at-risk behaviors and implemented early interventions, achieving 90% retention.
• Maintained 100% response compliance across email and phone while managing competing priorities.

Career Services Advisor at Independence University (2016-01 – 2020-01)

• Recognized as a 'go-to Team Lead', trained and mentored 50+ new internal hires within our department in a fully remote environment.
• Delivered career coaching, mentoring, and placement support for 150+ students and graduates from diverse backgrounds on a revolving basis.
• Consistently exceeded KPIs in a high-volume, remote coaching environment (25+ calls/day; 8 hours weekly talk time).
• Facilitated group presentations and training
• Used data and feedback to refine engagement strategies and improve outcomes.
• Created and improved upon process playbooks and learner resource material and tools.
• Created and trained learners in the creation of professional resumes and cover letters, encouraged them to actively participate and take ownership of the information and its presentation.
• Worked cross functionally with Academics, Student Support and Externship Support as needed.
• Collaborated with the team to create marketing tools and information to share across our student populations to increase engagement and support.

Student Services & Loan Education Roles at Stevens-Henager Online (2010-01 – 2016-01)

• Served as primary support contact for 300+ online students, guiding them through academic processes, policies, and completion.
• Provided empathetic, student-centered coaching
• Identified high risk issues/behavior and proactively worked with the learner and relevant teams to address and improve the situation and remove any barriers to successful completion.
• Maintained accurate records and supported retention and success initiatives.
• Created resources and processes as necessary.
• Created educational tools and resources regarding best practices for student loan management post graduation in the form of newsletters and Tips and Tricks emails.

Master of Education in Secondary Education – University of Phoenix (2007-01)

Bachelor of Science in Youth Ministry, Christian Education – Crown College (2002-01)