Manager, Partner Success – Onboarding Team
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Job Description
Manager of Partner Success managing onboarding team to foster customer success at Teaching Strategies. Focusing on refining processes for small customers and ensuring customer satisfaction and retention.
Responsibilities:
- Trains, continually develops, and manages 5-7 Partner Success Specialists
- Manages and refines implementation and onboarding processes and strategies to support our smallest of customers find success and delight with our resources
- Understands and anticipates customer's needs and continually iterate on processes and strategies to aid in quicker onboarding and implementation of our resources
- Develops product knowledge expertise in order to guide customers to realize value quickly
- Tracks implementation tasks against a schedule and coordinates with internal staff to ensure goals are met on a timely basis
- Takes a proactive data driven approach by ensuring that customer adoption and usage metrics track with expectations.
- Identifies churn risks and develops proactive plans to increase customer retention.
- Performance will be measured by overall customer satisfaction metrics as well as retention rates.
- Serves alongside other Partner Success managers on the Partner Success Leadership team to foster collaboration, best practices, and help advise on the direction of the department
- Works closely with our sales team to manage the life of our accounts post-sale through renewal-
- Provides ongoing feedback on ways to improve client onboarding and implementation success
- Works with the Support and development teams on improving the product based on customer feedback
- High level customer support and communication and the ability to de-escalate issues
Requirements:
- Experience with Teaching Strategies products and services highly preferred
- 2-4 years of experience in Customer Support, Customer Success, Educational Leadership, Onboarding/ Implementation or Account Management with examples of success
- 2-4 years of experience managing a team
- Bachelor's Degree in business, education or other related areas required
- Ability to comfortably communicate at multiple levels with customers (i.e. technical/non-technical /management).
- Experience with Salesforce, ChurnZero, or another CRM solution is highly desired
- Superior organizational capabilities and time management skills are a must
- Must have proven track record and capabilities for delivering excellent customer experiences and customer retention
- Must have strong analytical, problem solving and troubleshooting skills
- Excellent written and verbal communication skills
- Effective organizational skills
- Effective presentation skills
Benefits:
- Competitive compensation package
- Employee Equity Appreciation Program
- Health and wellness insurance benefits
- 401k with employer match
- Flexible work environment
- Unlimited paid time off (which includes paid holidays and Winter Break)
- Paid parental leave
- Tuition assistance, professional development, and opportunities for career growth
- Best in class technology equipment for every employee
- Penthouse suite in downtown DC seconds away from Washington Nationals Stadium and Audi Field
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