Senior Partner Success Manager

Senior Partner Success Manager

The Senior Partner Success Manager is responsible for developing and maintaining relationships with colleges, universities, and other institutions that are active members of EAB/ Audience Generation with the goals of adopting the lead/inquiry generation strategies, providing service-based value delivery, and securing the renewal of partnership contracts. In addition to supporting partners directly, the Senior Partner Success Manager will play a critical role in crafting strategy on how to best serve this constituency and support our relationships with the larger executive team.

The Senior Partner Success Manager will be expected to become familiar with each of our products, services, and programs to effectively communicate services and deliverables. In addition, this position presents a unique opportunity to develop a comprehensive knowledge of the major players across the entire education lifecycle (K-12 through graduate school) in both domestic and international markets and the issues that they face in the marketplace.

This position will be based in Richmond, VA or Washington, D.C.

Commercial Responsibilities

• Foster relationships with key decision makers and main points of contact at partner institutions and proactively manage these relationships throughout the year to maximize the value of EAB audience generation.
• Determine the service plan which will drive the greatest value and greatest likelihood of renewal for each partner organization. Work with other partner success and cross-functional teams for each institution to establish and execute specific initiatives outlined in partner service plans.
• Create and manage renewal and upgrade contracting process, from proposal creation to partner execution, while maintaining EAB contract standards (price adherence, term length, etc.) and hitting overall revenue targets.
• Develop an understanding of budgeting and contract approval processes at partner institutions to accurately track and project revenue.
• Participate in regular revenue tracking meetings with manager and senior leadership to communicate growth opportunities, renewal risks, and cohort trends, and generate plan / strategy for how to achieve revenue goals across the assigned pool of accounts.
• Synthesize and communicate partner challenges, interests, and 'hot topics' to manager and broader team on regular basis to support product development and improvement strategy.
• Serve as a voice of the market for the EAB Appily Advance team. Monitor and communicate partner interests and 'hot topics' to broader division on a regular and ongoing basis, as well as develop effective strategies for maintaining visibility of services and deliverables at partner institutions.
• Understand partner goals and tee up sales leads for other relevant EAB product offerings.

Service Delivery Responsibilities

• Map audience generation strategies to existing EAB offerings and services to support major partner goals and initiatives.
• Communicate progress, outcomes, partnership vision, and strategic recommendations to partners regularly.
• Understand technology utilization data patterns and proactively leverage this data to inform service strategy on an ongoing basis.
• Manage inbound service requests and turn them into partner improvement opportunities.
• Communicate key service offerings and deliverables in an organized and strategic manner.
• Oversee and execute partner onboarding process starting with sales hand-off; conduct welcome call and new partner orientation to ensure technology adoption.
• Provide input on business strategy and department-wide initiatives, such as the product development roadmap or utilization and marketing campaigns.
• As required, travel to partner institutions to participate in onsite presentations and/or conduct key renewal decision conversations.
• Maintain Salesforce data integrity and compliance.

Technical Support Responsibilities

• Develop presentation and report deliverables for both internal and external customers.
• Track status of specific support tasks and projects using Salesforce platform.
• Participate in user acceptance testing related to resolved defects and new functionality.
• Recommend initiatives geared toward support process improvement.

Perform administrative functions related to support delivery, including tracking support requests, completing paperwork, scheduling appointments, and generating documentation.

Time in market (predominantly via phone/Zoom)

• 70 – 80%

Travel expectation (in person):

• Up to 10
  -15% (maximizing activities at national meetings and conferences as well as campus visits where applicable).

• Bachelor's degree
• Must possess a minimum of 3 years' experience, including experience with responsibilities for sales, account management, and/or relationship management.
• Excellent communication (written, oral, interpersonal), presentation skills, and relationship building skills with senior executives.
• Proven ability to meet goals and deadlines, successfully…