Partnership Success Manager

2 weeks ago


Cambridge, Massachusetts, United States Massachusetts Institute of Technology Full time
Job Description

CUSTOMER SUCCESS MANAGER, Open Learning-MIT Horizon, will oversee a portfolio of intricate collaborations with senior officials at significant governmental organizations. MIT Horizon serves as a continuous education platform for enterprises aiming to enhance their workforce's skills in emerging and disruptive technologies. The role is pivotal in ensuring the overall satisfaction and success of partners by assisting them in maximizing the value of the MIT Horizon offerings, nurturing these partnerships to transform them into advocates for Horizon, and working closely with all major business functions within Horizon.

Key Responsibilities:
  1. Collaborate with internal and external teams on technical assessments, strategic initiatives, program rollouts, asset creation, regular communications, and group outreach.
  2. Support new business opportunities in conjunction with the Horizon sales team and cultivate relationships with key stakeholders.
  3. Establish roadmaps and action plans with various governmental organizations to expand the user base, enhance product adoption, and achieve measurable impact.
  4. Act as the primary liaison for any technical integration needs, coordinating with governmental resources, contractors, and third-party vendors.
  5. Oversee all commercial expansions and renewals for a portfolio of MIT Horizon clients within federal agencies and manage all contractual agreements.
  6. Proactively identify account risks, develop mitigation strategies, and coordinate activities both internally and externally with clients.
  7. Identify opportunities to optimize and enhance customer success workflows and tools to better serve clients.

Job Requirements

REQUIRED:
A bachelor's degree and a minimum of five years of relevant experience, ideally in a customer service environment.

PREFERRED:
Experience in account management or customer success within a software as a service (SaaS) context, along with experience working for or with federal agencies and/or the Department of Defense.

Salary range:
$85,000, with the final salary determined by MIT's compensation team based on the skills and experience of the selected candidate.

Employment is contingent upon the completion of a satisfactory background check.

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