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

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 area 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

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

Manager, Partner Success – Team East

Key skills