Partner Success Manager

3 weeks ago

Ohio City, Ohio, United States Yondr Full time

Yondr creates phone-free spaces for artists, educators, organizations and individuals around the world. Our mission is to create spaces where genuine connection, focus, and creativity can flourish in the absence of technology.

Yondr's business segments span numerous industries, primarily across education and live events. Yondr supports schools through cell phone-free programs. Our education programs facilitate the successful implementation of phone-free school environments by providing administrators and teachers with education, training, and development resources, along with all necessary equipment. In addition, Yondr supports top artists in music and comedy by creating phone-free shows, allowing performers and audience members to enjoy live performances without the distraction of phones.

Duties & Responsibilities:

Following the established best practice protocols for Yondr Implementation and ongoing Partner Success you will drive partner and Yondr outcomes through:

Program Implementation:

  • Collaborate with sales to understand a partners' motivations and preferences in preparing for the initial kick-off implementation meeting
  • Use the initial implementation meeting to expand the school based Yondr-accountable team, establish goals and measures of success, build strong relationships, and outline customized implementation plans that are grounded in Yondr best practices.
  • Project manage all aspects of the implementation plan to include regular check-ins throughout the planning and roll-out process, both virtually and onsite.
  • Provide engaging training for school leaders and staff that will play a role in a successful Yondr program.
  • Leverage the provided contractor pool to provide implementation services as needed to expand your capacity, keeping priority on relational partner interactions (implementation planning, follow up, feedback, etc.) and delegating when needed less relational interactions (staff training, parent sessions, etc.)
  • Problem solve and work through implementation barriers
  • Ensure pre-launch readiness and check in post-launch to ensure best practices are upheld and partners meet early success with their cell phone free environment.
  • Check over first few months to monitor fidelity of implementation and work with educational leaders to mid-course correct to ensure implementation goals are met
  • Influence/coach school leaders to take necessary actions that will strengthen implementation while understanding of their day to day demands. Leverage internal program and personnel resources to ensure client needs are met
  • Use internal systems to keep track and document progress along the onboarding journey
Customer Lifecycle Management:
  • Continually serve as the key point of contact for all of your assigned partners.
  • Use customer relationship nurturing and management to influence partners to take actions that drive implementation forward and mitigate renewal risk.
  • Collect customer data to provide mid-year and year-end reviews of goal attainment and celebrate successes.
  • Engage school leaders in thinking around future goals and outcomes beyond the present implementation plan and activities (driving toward renewal and upsell)
  • Manage your portfolio of partners by prioritizing customer needs and utilize time and engagement strategies according
  • Problem solve and work through customer implementation barriers
  • Balance customer needs with the strategic needs of maintaining and growing the business
  • Manage the renewal process and ensure Yondr normed renewal rates are attained.
  • Use good questioning to uncover upsell and expansion opportunities.
  • Work in tandem with AEs to close renewals with upsell attached
  • Use internal systems to maintain impeccable records of your partner interactions, health, next steps.
Desirable Skills/Experience:
  • Background and/or experience in education (specifically grades 6-12).
  • Familiarity with current educational practices around implementing school programming.
  • Exceptional interpersonal skills and communication skills, oral and written.
  • Adaptability in dynamic environments: thrives in fast-paced settings, exhibiting flexibility and demonstrates resilience to navigate through rapid growth.
  • Proficiency in technology: skilled in digital tools and technology platforms that support a remote work environment.
  • Solution-driven mindset: the ability to embrace change and tackle obstacles with a proactive and solution-oriented approach.
Requirements:
  • Bachelor's Degree
  • 2+ years of experience in customer service, education, and/or a related field.
  • Travel expectation is based on partners' demand and manager approval: 0-15% non-peak / 30-50% peak seasons
  • Must live in Ohio
Reports to:
  • Director, Education Partner Success
Benefits:
  • Competitive salary
  • 401K plan
  • Health, dental & vision insurance
  • A dynamic & inclusive work environment
Yondr is an equal opportunity employer and does not discriminate in its hiring of employees based on race, religion, gender, or sexual orientation.

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