Associate Director of Partnership Success

The Associate Director of Partnership Success will oversee the Partnership Success team and our customers through collaboration with the partnerships development, education, staffing, and recruiting departments to ensure that partners receive exceptional support before/during/after services. The position is a full-time salaried position and will report to the Study Smart Tutors’ Director of Partnership Success.

Qualifications for an Associate Director of Partnership Success include skills such as customer service driven sales, excellent communication, organization, interpersonal skills, ability to work in a fast-paced environment, problem-solving skills, attention to detail, and ability to handle partner inquiries and issues with professionalism and empathy. Relevant experience in partner support, partner service, leadership skills, and/or familiarity with CRM tools or partner support software may also be preferred.

Job Responsibilities

Partnership Success department leadership

Responsible for overseeing educational programs:

Ensure smooth launch, and effective operations of partner programs.

Partner programs include tutoring, student workshops, staff trainings, facilitation, and/or LMS products and services

Collaborate with various internal departments to ensure they fulfill all customer requests

Resolving tier 1-2 customer service feedback with a focus on improving the Study Smart Tutors customer service experience

Site Visits:

As needed to improve the Study Smart Tutors partner experience and operational efficiency

Client Relationship Management:

Maintain and innovate the customer service experience for partners across the nation, with a specific focus on national programs.

Act as a liaison between partners and internal teams, ensuring smooth communication and resolution of customer needs.

Develop and maintain strong relationships with key customers and partners, ensuring a superior customer experience.

National Strategy:

Develop and implement a comprehensive national customer operations strategy, aligning with the company’s overall business objectives.

Identify regional variations in customer needs and preferences and address them to ensure tailored solutions.

Drive customer adoption, usage, and retention nationwide by addressing pain points and proactively enhancing the customer journey.

Account Planning and Strategy:

Oversee the smooth launch and operations of all customer programs, ensuring high levels of engagement and satisfaction.

Attend regular weekly cross-departmental meetings, including the regional huddles, HR Buzz, and Recruiting meetings, to align internal teams and partners.

Team Leadership and Management:

Lead and support a high-performing customer service driven sales team of Partnership Success Managers across the nation, fostering a collaborative and customer-first culture.

Provide mentorship, guidance, and support to the team, ensuring they have the tools and resources to succeed.

Supervise the Lead Account Managers ensuring the efficient fulfillment of all customer requests.

Provide ongoing training and development for the Partnership Success team, including onboarding new accounts, conducting customer service driven sales training sessions, and delivering continuous updates.

Operational Excellence:

Optimize customer operations processes and workflows, ensuring high efficiency and effectiveness across the nation.

Implement tools and technologies to improve customer operations, enhancing productivity and customer experience.

Ensure adherence to key performance indicators (KPIs) to meet organizational goals.

Manage and optimize customer support channels to ensure smooth service delivery and quick resolution of issues.

Data-Driven Decision Making:

Leverage data and analytics to identify trends, customer needs, and opportunities for improvement in the customer experience.

Use data insights to inform strategic decisions, measure the impact of initiatives, and adjust approaches to maximize success.

Customer Service Excellence:

Resolve tier 3 customer service feedback with a focus on continuous improvement and enhancing the customer service experience.

Collaborate with internal teams to address complex issues and deliver a seamless customer service experience across all touchpoints.

2. Salesforce:

Collaborate with the Director of Partnership Success to streamline and enhance CRM and business operations

Monitor the financial performance of all accounts

3. Special Projects:

Collaborate with the Director of Partnership Success to ensure that new and/or “special” projects are successfully set up to run efficiently and effectively within Study Smart Tutors’ systems

Qualifications

Bachelor’s Degree in education, business administration or related field

4 years of account management, customer service driven sales and/or marketing experience

Experience working with first-generation students in underserved communities

Strong project management skills with the ability to work independently and collaboratively

Experienced in time management, establishing priorities, and complying with deadlines

Ability to work as part of a team with strong organizational skills

Expert with Google Suite products

Salesforce experience

Effective communication with strong written and oral communication skills

Willingness to take direction and execute tasks independently

Must have a keen eye for detail

Salary and Benefits

Full time benefits $80-90k base Bonus

Flexible to work remotely

Benefits:

Simple IRA up to 3% match

Dental insurance

Vision insurance

Health insurance

Flexible schedule

Unlimited time off

Referral program

Tuition reimbursement

Study Smart Tutors is an equal opportunity employer and does not discriminate in its hiring of employees on the basis of race, religion, gender or sexual orientation.