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Customer Success and Partnership Development
2 months ago
About the Role:
We are seeking a highly skilled and experienced Relationship Manager to join our Education Success Team at Handshake. As a key member of our team, you will be responsible for building and maintaining strong relationships with our education partners, ensuring their success and retention.
Key Responsibilities:
- Relationship Management: Own the core/executive relationships and ultimate success with a defined segment of education partners.
- Cultivating Meaningful Relationships: Cultivate meaningful, trusting relationships with key partners and relevant stakeholders.
- Program Implementation: Implement the program of recurring and on-demand touchpoints with customers.
- Travel and On-Site Support: Travel onsite (as needed) to support customers.
- Customer Success and Health: Ensure successful implementation for all new partners in your book of business.
- Renewal and Expansion: Drive customer value from the product.
- Account Management: Implement and execute scalable solutions to support a large book of business.
- Data-Driven Decision Making: Track detailed subjective health assessments to pair with data-driven account health score.
- Proactive Identification: Leverage data to proactively identify at-risk accounts and implement action plans.
- Collaboration and Communication: Collaborate across the Handshake organization to ensure that customer needs are met in an efficient and timely manner.
- Project Management: Provide effective project management for both internal and external strategic initiatives.
- Training and Development: Execute implementation calls and training webinars with your education partners and relevant stakeholders.
- Industry Knowledge: Use industry landscape, current HigherEd trends, historical relationship health, and product to articulate/advice/suggest clear actions.
Requirements:
- Customer Success Experience: 2+ years of Customer Success experience.
- SaaS Experience: Proven experience with SaaS and ability to quickly learn tech stack.
- Book of Business: Experience working with a book of business (50+) and implementing scalable solutions to support accounts.
- Relationship Building: Experience building relationships with customers and navigating complex or difficult conversations.
- Communication Skills: Highly articulate, polished, and professional communicator.
- Technical Aptitude: High degree of technical aptitude.
- Critical Thinking: Ability to think critically and empathetically about the customer's needs.
- Team Player: Add value to a team environment by demonstrating enthusiasm and a collaborative spirit.
- Adaptability: Adaptable to evolving business needs and willingness to contribute to process improvement.
- Analytical Skills: Analytical, methodical approach to identifying challenges and measuring impact.
- Business Acumen: Ability to leverage business acumen to guide prioritization.
- Strategic Thinking: Able to strategize independently.
What We Offer:
At Handshake, we offer a comprehensive benefits package, including equity and ownership in a fast-growing company, 16 weeks of paid parental leave, comprehensive medical, dental, and vision policies, and a generous learning and development opportunities.
