Partner Success Team Manager

AdmitHub - Boston, Massachusetts - Full time

The Role

Our Partner Success team advises and guides our institutional partners, discovering their needs and challenges and coaching them on the best way to use AdmitHub to solve them. The team supports partners post-implementation, making sure they receive continued support and achieve desired outcomes with our product and services.The Partner Success Manager will lead our growing team of Partner Success Strategists – coaching, leading by example – to ensure that they are are driving successful partner relationships and working strategically with our partners to understand and advise them on a path towards success. The Manager will also manage a small portfolio of key accounts.

Your Responsibilities

  • Set and Execute on Team Goals
    • Together with EVP of Partner Success and team leads, set the strategy and quarterly/annual goals for the Partner Success team
    • Track renewals and risk factors for partners past onboarding stage; provide deep insight on partner renewals, surfacing reporting that monitors, projects, and accounts for performance
    • Develop goals to drive organizational learning and projects to enhance partner success
  • People Management
    • Actively manage Partner Success Strategists (PSS’s) in executing on individual and team goals; address any performance issues and provide ongoing feedback in a timely and constructive manner
    • Support PSS’s with professional development
    • Track capacity of PSS’s and together with Ops Manager determine how best to scale the team; work with Ops Manager on hiring process and grow team as company grows
  • Develop Partner Success Playbooks / Resources for Partners
    • Develop strategies and best practices around partner engagement, maximizing partner usage of product throughout lifecycle, and building customer loyalty
    • Coach PSS’s in navigating client challenges/opportunities and utilizing playbooks
    • Stay abreast of research in the field of student success, conversational AI, and behavioral science and help team translate these into resources for partners
  • Enterprise Partner Management
    • Develop service model for enterprise partners
    • Successfully manage a small portfolio of enterprise partners:
      • Regular phone check-ins
      • Monthly and ad-hoc reporting on staff/student engagement
      • Quarterly Business Reviews
      • Onsite visits to discover and understand their needs and help them expand their successful use of our product
  • Nurture Partner Relationships
    • Serve as point of escalation for PSS’s for any major issues that arise with partners; work with PSS’s to resolve issue
    • Support PSS’s with Executive Business Reviews and onsite visits
    • Support EVP of Partner Success in renewal and expansion conversations with partners
  • Cross-Team Collaboration
    • Liaise with Partner Implementation to continuously refine and improve transition process and holistic support structure for clients
    • Keep an eye on product roadmap and bug resolutions, translating information into action items for the Partner Success team
    • Liaise with Sales to keep them abreast of risk factors for partners, drive customer references, and develop system for sharing success stories
    • Work with Marketing to develop case studies illustrating successful partners and product value

Qualifications

  • Proven leadership skills; track record of motivating others and maintaining high team morale; someone others love to work with and for
  • Deep understanding of what constitutes great customer service, including specific techniques
  • Exceptional project management and organizational skills. Proven ability to manage multiple pieces at a time while paying strict attention to detail.
  • Self-starter who thrives in an entrepreneurial, fast-paced environment, with a “no task is too small” attitude; able to translate ambiguity into concrete plans and resources
  • Excellent emotional intelligence, patience and active listening skills
  • Ability to handle tough situations with an objective and pragmatic outlook; addresses issues by delivering concise constructive criticism and creative solutions
  • 3-5 years experience with client management
  • 2+ years experience working in/with education institutions, preferably higher ed
  • 2+ years experience with people management and enabling teams to get results

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Role

Customer Implementation / Customer Success

Experience Level

Senior Level

AdmitHub

AdmitHub brings the power of artificial intelligence and machine learning to higher education through a chatbot-driven text-messaging platform that helps students to and through college.

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