Partner Success Manager

Job Purpose:

The primary objective of a Partner Success Manager (PSM) is to increase customer satisfaction and build loyalty, while also identifying opportunities for growth and expansion. This role is responsible for developing and maintaining strong relationships with Edupoint partner districts. This includes understanding the customer’s goals & challenges and building strategies to help the customer achieve those goals. Identifying opportunities to propose new Edupoint solutions and drive adoption of all feature sets to ensure the customer is maximizing the value of our products. Serving as a representative for the customer internally to effectively communicate their needs to the appropriate Edupoint staff to ensure customer satisfaction and retention.

Job Summary:

The Partner Success Manager's ultimate goal is to ensure that customers can maximize their use of Synergy and achieve their long-term goals. This requires proactive engagement with customers and Edupoint product leaders, building strong relationships, and delivering relevant, actionable information to help build and maintain a successful partnership. As the customer's primary point of contact, the Partner Success Manager monitors account activity to promptly address any customer issues, requests for information or services, and ensure they are handled efficiently and effectively. In the event of an emergency or critical issue, there may be occasions where a PSM is needed to be available during nights or weekends, as necessary.

Job Duties:

§ Serve as the customer’s primary point-of-contact within Edupoint

§ Set and manage customer expectations appropriately

§ Keep Edupoint’s Help Desk system up to date with meeting notes, satisfaction surveys, and district contact information

§ Adhere to the Standard Operating Procedures defined for Customer Success

§ Build comprehensive relationships with each customer that includes a strong understanding of district goals and initiatives

§ Develop strategies to help the customer achieve their goals

§ Provide product direction to the district based on their current needs and future goals

§ Drive product adoption/use within the district with frequent follow-up discussions around unused features and functionality

§ Routinely promote underutilized features in the software

§ Provide relevant tips to the customer based on the time of year

§ Suggest and promote the adoption of new features coming in upcoming releases in the software

§ Expand the communication footprint within districts by meeting regularly with other stakeholders, not just SIS coordinators (i.e., Administration, Curriculum & Instruction, School Principals)

§ Develop rapport with Edupoint product leaders and assist them however possible to advance the needs of the PSM’s assigned customers

§ Escalate stalled issues and follow up on those issues regularly until they are resolved

§ Monitor support requests submitted by the customer to ensure they are addressed in a timely manner and to the satisfaction of the customer

§ Keep the customer informed as to the status of their particular issues and reset expectations as needed

§ Regular travel to partner districts for onsite meetings and engagements

§ Work with the customers to review backlog issues and provide thoughtful prioritization of issues to development

§ Ensure the company follows through on the commitments that are made

§ Serve as the customer’s advocate within our organization. Represent the customer’s interests in internal meetings regarding product direction, company priorities, services offered, etc.

§ Recognize opportunities to deliver additional Edupoint services and solutions to the customer

§ Work with the Sales team to share upsell opportunities regarding products and services

§ Monitor the delivery of new products and services to the customer

§ Develop and maintain a thorough understanding of Edupoint products and services

§ Provide consistent and comprehensive communication to supervisor and management team, including detailed status reports for all assigned accounts

§ All other duties as assigned

Job Requirements-Knowledge/Skills/Abilities:

• Knowledge:

§ Knowledge of Synergy student information systems required

§ Knowledge of the K-12 education or EdTech industry required

§ Brochure level knowledge of all Edupoint offerings required

• Skills:

§ Excellent oral and written communication, persuasion, interpersonal, and customer relationship-building skills

§ Excellent time management and organizational skills

§ Be a strong Synergy evangelist with the needed product knowledge to share best practices and educate your customers

§ Strong problem solving and analytical skills

• Abilities:

§ Ability to effectively communicate technical concepts to non-technical persons

§ Ability to manage multiple clients and projects simultaneously

§ Ability to travel and some overnight trips in the performance of duties required

§ Ability to be accessible as needed in off-hours to assist in coordinating a critical issue or to respond to a time sensitive communication

§ Detail oriented

§ Think strategically & tactically

§ Manage conflict & foster teamwork

EDUCATION AND/OR EXPERIENCE:

§ B.A. or two years related experience and/or training; or equivalent combination of education and experience