Description

PARTNER SUCCESS MANAGER

THIS POSITION REQUIRES EXTENSIVE TRAVEL, UP TO 180 DAYS PER YEAR. APPLICANTS MUST RESIDE IN CALIFORNIA.

APPLICANTS MUST BE ELIGIBLE FOR A COMPANY CREDIT CARD AND MUST PASS A MOTOR VEHICLE REPORT.

Duties

1. Creates a long-term relationship with each assigned partner and manages the relationship with the partner.
2. Escalates and tracks the resolution of all partner concerns.
3. Trains the partner on the products and program management.
4. Manages implementation activities for onboarding new partners, including enrollment portal configuration, training, marketing, and public relations strategies.
5. Assists in promoting the partner’s SHCOE program, identifying marketing strategies and other opportunities to grow the partnership.
6. Participates in sales activities related to signing on new partners, such as product demonstrations and lead management.
7. Performs administrative duties.

Qualifications

• Bachelor’s degree and 4 years business to business, marketing, sales, or consulting experience.
• Excellent written and verbal skills
• Excellent listening skills
• Proficient using computers and computer programs
• Ability to learn our software programs and products quickly
• Maintain high levels of activity, manage time, multitask
• Ability to work in a team environment
• Ability to develop and maintain long-term partner relationships
• Must have a reliable internet connect from home

The Company retains the right to add to or change the Job Description at any time.

This job summary does not cover or contain a comprehensive listing of activities, duties, or responsibilities that are required of the employee for this job.

We are an equal employment opportunity employer. We will not support sponsorship, i.e., H-1B or other Visas for this position.

For Know Your Rights and Polygraph Protection Act federal posting requirements:

https://www.eeoc.gov/know-your-rights-workplace-discrimination-illegal-poster

https://www.dol.gov/sites/dolgov/files/WHD/legacy/files/eppac.pdf

Qualifications

The Company retains the right to add to or change this Job Description at any time.

Summary:

Reporting to the Vice President of Academic Partnerships, Smart Horizons Career Online Education, LLC (SHCOE), a subsidiary of Darwin Global, LLC, the Partner Success Manager is responsible for the management of sales and relationships with customers, including developing corporate partner growth strategy, overseeing new partner onboarding, nurturing partners and ensuring customer satisfaction, delivering on annual sales targets and retention objectives, and generating customer reorders and sales.

Duties and Responsibilities

Essential Functions

To perform this job successfully, an individual must be able to perform each essential function satisfactorily, including the following essential duties and responsibilities. Reasonable accommodations may be made to enable individuals with disabilities to perform these essential functions. Other essential duties and responsibilities may be assigned.

1. Creates a long-term relationship with each assigned partner and manages the relationship with the partner.
2. Serves as the interface between the partner and functional areas of SHCOE, including Academics, Marketing, and Student Services.
3. Escalates and tracks the resolution of all partner concerns.
4. Collects and analyzes marketing, enrollment, and student data for partners.
5. Trains partner on the SHCOE product, including NexPort Delivery System, and program management.
6. Assists in promoting the partners SHCOE program, identifying marketing strategies and other opportunities to grow the partnership.
7. Participates in partner events to promote the SHCOE program.
8. Participates in sales activities related to signing on new partners, such as product demonstrations and lead management.
9. Manages implementation activities for onboarding new partners, including enrollment portal configuration, training, marketing, and public relations strategies.
10. Performs administrative tasks, including exit survey distribution, FogBugz cases, email management, and updating databases with new program contacts.
11. Performs all other duties, as assigned.

Non-Essential Functions

This job has the following non-essential duties and responsibilities. Other non-essential duties or responsibilities may be assigned.

1. Conducts and participates in regular business reviews with leadership and stakeholders to evaluate success and align on upcoming opportunities.
2. Serves as the subject matter expert for assigned partners and uses feedback from partners to drive SHCOE continuous improvement initiatives.
3. Tracks, analyzes, and communicates internal and external key metrics.
4. Performs all other duties, as assigned.

Supervision Duties

The Partner Success Manager has no supervision responsibilities.

The Partner Success Managers supervisor makes assignments by defining objectives, priorities, and deadlines, and assists the employee with unusual situations that do not have clear objectives. The employee plans and carries out successive steps and resolves problems and deviations in accordance with instructions, policies, and accepted policies. The supervisor reviews the work for technical adequacy and conformance with practice and policy.

Knowledge, Skills, and Abilities

Knowledge:

Performing the essential functions of this job requires knowledge of:

• Business and management principles involved in strategic planning, resource allocation, human resources modeling, leadership techniques, production methods, and coordination of people and resources.
• Administrative and clerical procedures and systems such as word processing, managing files and records, designing forms, and other office procedures and terminology.
• Principles, methods, and procedures to provide guidance and feedback needed to accomplish a task or solve a problem.
• Principles and processes for providing customer and personal services. This includes customer needs assessment, meeting quality standards for services, and evaluation of customer satisfaction.
• Critical thinking skills, including observation, analysis, inference, communication, and problem solving.
• Practices, strategies, and technologies used to manage and analyze customers interactions and data throughout the customer lifecycle, with the goal of improving business relationships and assisting in customer retention and driving sales growth.
• Principles and methods for showing, promoting, and selling products or services. This includes marketing strategy and tactics, product demonstration, sales techniques, and sales control systems.

Language Ability:

Using American English, this employee must have the ability to read, analyze, and interpret general business periodicals, professional journals, technical procedures, or government regulations. Ability to write grammatically correct reports, business correspondence, and procedure manuals. Ability to effectively present information and respond to questions from groups of managers, clients, customers, and the general public.

Math Ability:

This employee must have the ability to calculate figures and amounts such as discounts, interest, commissions, proportions, percentages, area, circumference, and volume. Ability to apply concepts of basic algebra and geometry.

Reasoning Ability:

This employee must have the ability to solve practical problems and deal with a variety of concrete variables in situations where only limited standardization exists. Ability to interpret a variety of instructions furnished in written, oral, diagram, or schedule form.

Computer Skills:

This job requires the use of spreadsheets, presentations, the Internet, navigation of the Internet and files, and word processing.

To perform this job successfully, the following competent skills are required upon hire: Microsoft Word, PowerPoint, and Excel.

To perform this job successfully, the following proficient skills are desired upon hire, but the employee must have the ability to achieve the skills required for the job:

• Must have the ability to quickly learn Google Docs, Sheets, Slides, and Email;
• Must have the ability to quickly learn excellent skills using Salesforce, Five9, and NexPort Delivery System.

Equipment:

To perform this job successfully, the employee should have prior experience and expert skills and knowledge of PC Workstations and Microsoft Windows or the ability to quickly gain proficiency.

Programming Languages Knowledge/Abilities:

None

Other Equipment and Tools:

To perform this job successfully, the employee must have access to a reliable internet connection at home.

Other Skills and Abilities:

• Gives full attention to what other people are saying, takes time to understand the points being made, asks questions as appropriate, does not interrupt at inappropriate times, and conveys awareness.
• Adapts well to changes in assignments and priorities; adapts behavior or work methods in response to new information, changing conditions, or unexpected obstacles; approaches change positively and adjusts behaviors accordingly.
• Selects and uses training/instructional methods and procedures appropriate for the situation when learning or teaching new things.
• Interacts with others in a way that gives them confidence in ones motives and representations and those of the organization; is seen as direct and truthful; keeps confidences, promises, and commitments.
• Interacts in a positive way with persons of various social, cultural, economic, and educational backgrounds.
• Builds constructive working relationships with clients/customers, other work units, community organizations and others to meet mutual goals and objectives; behaves professionally and supportively when working with individuals from a variety of ethnic, social, and educational backgrounds.
• Teaches others how to do something.
• Brings others together and tries to reconcile differences.
• Persuades others to change their minds or behavior.

Work-Related Competencies

To perform this job successfully, an employee should have work-related competencies.

• Uses appropriate interpersonal styles and techniques to reduce tension and/or conflict between two or more people; able to size up situations quickly; able to identify common interests; facilities resolution.
• Determines own tasks, priorities, and goals.
• Works effectively in situations with frequent workload changes and competing priorities.
• Works without supervision and demonstrates considerable initiative.
• Consistently manages multiple, often conflicting, priorities under tight deadlines.
• Establishes individual or team priorities and activities to meet individual, unit, division, company, and/or customer deadlines.
• Consistently maintains high levels of activity or productivity, sustains long working hours, when necessary, works with vigor, effectiveness, and determination over a sustained period.
• Participates as an active and contributing member of a team to achieve team goals; works cooperatively with other team members, involves others, shares information as appropriate, and shares credit for team accomplishments.
• Sets high standards and well-defined, realistic goals for ones self; displays a high level of effort and commitment towards completing assignments in a timely manner; works with minimal supervision; is motivated to achieve.
• Motivates others toward common goals.

Language Skills and Abilities, Other than American English

None

Education/Experience Requirements

Education/Experience

This job requires a bachelors degree and four (4) years of business to business, marketing, sales, or consulting experience.

Specialized Education/Training and Experience

None

Certificates and Licenses

While performing the essential functions of this job, the employee may drive on Company business and must maintain a valid drivers license with a satisfactory annual Motor Vehicle Report. For example, the employee may be required to drive a vehicle while attending partner events, meeting with partners in person, and meeting with SHCOE staff.

Other Qualifications

This position may require specialized education/training or experience to support a customer or partner, such as, knowledge of and experience in the library segment, or other business segment.

Travel

While performing the essential functions of this job, the employee will travel up to 50% of the time, 73 to 180 days per year, by land and/or air, including overnight travel. The employee must be eligible for a Company credit card OR have a credit card available for travel expenses.

Location

The employee will work remotely (at home).

Physical Demands

While performing the regular duties of this job, the employee is required to:

• Sit, use hand or hands, and talk or hear over 5 hours per day.

While performing the duties of this job at conferences or other similar marketing activities, the employee is required to:

• Stand, walk, reach with hands and arms, and stoop, kneel, crouch, or crawl at least 3 hours per day and possibly over 5 hours per day. The employee may also be required to lift up to 50 pounds 3 hours per or less per day to set up and break down exhibits.

While performing the duties of this job, the employees vision requirements include close vision and color vision while reading text and graphics or participating in video conferences on a computer screen and distance vision for viewing presentation in meetings and conferences.

Work Environment:

The noise level in the normal, remote work environment is usually quiet, such as, in a library or private office.

The noise level while working at conferences or other public events is moderate.

Other Requirements

Prior to hire, the selected candidate, if not a current Company employee, will be required to authorize the Company to conduct the following background checks, as a minimum:

• Authorize the Company to conduct a criminal background investigation, Social Security Number trace, and registered sex offender search prior to hire.
• Authorize, and have an acceptable Motor Vehicle Report prior to hire. Employees authorized to drive a vehicle may be required to authorize a Motor Vehicle Report annually.

The employee must be eligible for a Company credit card or have a credit card available for business and/or travel expenses. The employee must maintain eligibility for a credit card.