Senior Manager, Partner Relations
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Job Description
Senior Manager owning higher-education partner retention, renewals, and Bookshare adoption for Benetech. Leading segment programs, institutional relationships, and accessibility-focused collaboration.
Responsibilities:
- Own a higher education market and manage the full partner relationship for Bookshare and Bookshare Plus
- Drive retention, renewal timeliness, activation, and utilization growth across assigned institutional portfolios
- Develop and execute segment activation strategies to convert dormant and low-utilization accounts into engaged users
- Lead the relationship side of renewals, including outcomes reviews, utilization evidence, value cases, and institutional renewal intent
- Detect churn risk and execute documented save plans
- Surface and qualify institutional interest in Bookshare Plus and other Benetech offerings for handoff to Sales
- Develop multi-threaded institutional relationships and maintain account plans
- Conduct structured business reviews presenting utilization data, student impact, and recommendations
- Own partner escalations through resolution with Customer Support, Product, and Engineering
- Represent Benetech at education, disability services, library, and accessibility conferences
- Own partner-facing agreements and compliance documentation
- Own segment programs, including program design, delivery, success metrics, reporting, and grant/project deliverables
- Set the segment program growth roadmap, including improved tooling, asynchronous delivery, and AI-assisted support
- Manage, mentor, and develop direct reports where applicable, or mentor junior staff and lead shared initiatives
- Coordinate with Senior Managers and cross-functional teams including Customer Support, Collection Development, Engineering, Marketing, and Digital Engagement
- Maintain segment metric reporting and present updates to the Director, Partner Relations and organizational leadership
Requirements:
- Bachelor’s degree in education, business, communication or a related field
- At least 10 years of professional experience in relationship management, program management, outreach, or training
- Experience owning institutional relationships over multi-year horizons with demonstrated engagement, retention, or growth results
- Experience facilitating or overseeing cohorts, small groups, trainings, webinars, or seminars for professional audiences
- Professional presence and credibility with senior institutional stakeholders
- Strong customer support instincts and excellent verbal and written communication skills
- Ability to hold distinct portfolios of work concurrently
- Strong problem-solving skills and ability to handle competing priorities and requests
- Passion for expanding equitable access to accessible educational materials
- Preferred: Master’s degree in education, business administration, disability studies, or a related field
- Preferred: Customer success, account management, or partner-facing experience in K-12, higher education, library, EdTech, or academic technology markets
- Preferred: Familiarity with institutional procurement cycles, consortium purchasing, and budget calendars
- Preferred: Knowledge of assistive technology, accessibility standards, Title II of the ADA, Section 508, WCAG, and EPUB accessibility
- Preferred: Working knowledge of accessibility
- Preferred: Familiarity with data privacy, student data, or vendor compliance agreements in an education setting
- Preferred: Experience working with students or educators in Special Education or disability services
- Preferred: Prior experience managing, mentoring, or informally leading program or account staff
- Travel up to 20% on an as-needed basis
Benefits:
- Fully remote work arrangement
- Travel reimbursement/coverage implied for partner site visits, cohort convenings, conference representation, and required meetings
- Reasonable accommodations for individuals with disabilities
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