Senior Manager, Partner Support Services

The Gist
 
We are seeking an entrepreneurial, energetic Senior Manager of Partner Support Services superstar to focus on ensuring that departmental goals are attainable and met; ensuring that Partner Success staff utilize appropriate procedures and that we are responsive to our institutional partners needs and requests.
 
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-contract, making sure they are set up for success to achieve desired outcomes with our product and services.
 
The Role
 
The Senior Manager of Partner Support Services is responsible for the strategic planning and execution of all operational items for the team. In this role, you will manage and lead processes for continuous improvement of the customer experience with a tactical emphasis is on customer care, quality management, workforce planning, recruiting, coaching and training. 
 
The Senior Manager will have a range of responsibilities including, but not limited to; Help Center site management, Partner & Student support request responses, as well as management of all Partner Success software tools and operational reporting needs. We need someone with an insatiable curiosity and a love of breakthrough technology with an analytical perspective and open-minded temperament to quickly identify problems and find innovative approaches to new challenges, during periods of calm and crisis.
 
Responsibilities:
 
Set and Execute on Team Goals
  • Together with VP of Partner Success, set the strategy and quarterly/annual goals for the Partner Success Operations team
  • Together with VP of Partner Success and Director of Account Management, responsible for the development and administration of annual department budget to attain business goals with operational stability
  • Develop goals to drive organizational efficiencies and projects to enhance partner success 
  • People Management 
  • Provide strong,dynamic leadership that mentors, develops, and guides team members to efficiently triage partner requests and create help center to address most frequent questions/concerns
  • Support teams with professional development
  •  Track capacity of teams and together with VP, Partner Success determine how best to scale the team and grow teams as needed as company grows
  • Develop Partner Success Playbooks / Resources for Partners
  • Develop strategies and best practices around partner engagement, maximizing partner usage of product throughout life cycle, and building customer loyalty
  • Coach teams in navigating client challenges/opportunities and utilizing playbooks
  • Software Management
  • Successfully set-up and manage all necessary 3rd party tools necessary for the function of the Partner Success organization
 
Drive Data-Driven Culture
  • Coordinate processes across teams to help deliver data to make timely decisions on customer requirements and engagement
  • Work on reporting analysis including operational metrics and insights for the Partner Success team 
  • Assist the services organization with business processes and data integrity initiatives
 
Cross-Team Collaboration
  • Liaise with other AdmitHub teams to continuously refine and improve internal process and holistic support structure for partners
  • Work with Product and Engineering teams to ensure timely resolution of partner issues and inform request trends to help enhance product roadmap
 
Experience:

  • 3+ years prior experience of operational leadership, ideally within education technology, enterprise marketing technology, or similar enterprise business applications
  • Proven leadership skills; track record of motivating others and maintaining high team morale; someone others love to work with and for
  • Track record of delivery in a higher education and/or customer success environment with a focus on increasing customer satisfaction, growth, and retention
  • Proven experience managing metrics, ensuring customer satisfaction, and reporting statistical performance levels related to partner management
  • 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
  • Strong proficiency in analytic capabilities with focus on spreadsheet management, macros and pivot tables
  • Experience in software tool management, preferably management of a customer success management software
  • Ability to handle tough situations with an objective and pragmatic outlook; addresses issues by delivering concise constructive criticism and creative solutions
  • Exceptional written and verbal communication skills; strong attention to detail and analytical skills
  • Exemplary presentation skills and the ability to demo online and live in front of large audiences


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