Your impact

As a Relationship Manager on our Education Success Team you are responsible for ensuring your education partners are healthy, happy, successful, and retained. 

You will create repeatable and reusable tactics for driving engagement across our education partners' teams, which could include everything from webinars, email nurture, product hooks, etc. You will channel the voice of the customer both quantitatively and qualitatively to rally the necessary people and highlight success.

You will report to the Manager of Education Success, working closely with customer support, sales, and marketing to deliver a world-class customer experience and drive our business through renewals and expansions.

Your role

Product Knowledge

• Answering questions regarding the Handshake product daily

• Identifying, diagnosing, and helping customers resolve data health issues

• Expanding and deepening product adoption and usage amongst your career center partners

• Gathering, documenting, and sharing best practices on how education partners can better leverage the platform to drive student engagement

• Deeply learning and understanding the higher education and career services space (operations, structure, and metrics) 

• Consulting with education partners on their workflows to help them adapt their processes to the Handshake product and achieve student success

• Responding to detailed inquiries that require leveraging technical product knowledge combined with your strategic understanding of Handshake and our goals

Relationship Management

• Owning the core/executive relationships and ultimate success with a defined segment of education partners

• Cultivating meaningful, trusting relationships with key partners and relevant stakeholders

• Effectively navigating a complex and nuanced set of relationships to build and maintain trust at scale

• Implementing the program of recurring and on-demand touchpoints with customers

Partner Success, Health, and Retention

• Ensuring successful implementation for all new partners in your book of business

• Ensuring high and swift renewal rates. This may include the management of detailed contracts and security requests that are nuanced to each partner

• Driving customer value from the product

• Implementing and executing scalable solutions to support a large book of business

• Tracking detailed subjective health assessments to pair with data-driven account health score.

• Leveraging data to proactively identify at risk accounts and implement action plans 

• Collaborating across the Handshake organization to ensure that customer needs are met in an efficient and timely manner

• Understanding trends with your accounts via data reporting and dashboards and taking appropriate actions to keep account health high

• Providing effective project management for both internal and external strategic initiatives

• Executing implementation calls and training webinars with your education partners and relevant stakeholders

• Using Industry landscape, current HigherEd trends, historical relationship health and product to articulate/advice/suggest clear actions

Operations and Marketing

• Helping scale, develop, document and peer-train on internal processes to support users & peers

• Assisting with content creation for marketing collateral to education partners

• Developing the relevant topic, format and audience for targeted and scaled programming

Your experience

• 2+ years of Customer Success experience

• Proven experience with SaaS and ability to quickly learn tech stack

• Experience working with a large book of business and implementing scalable solutions to support accounts

• Experience building relationships with customers and navigating complex or difficult conversations

• Highly articulate, polished, and professional communicator

• Ability to prioritize workload while maintaining high attention to detail

• Ability to internalize changing messaging and rapidly incorporate into customer conversations

• Highly curious with “discovery” mindset

• High degree of technical aptitude

• Ability to think critically and empathetically about the customer’s needs

• Add value to a team environment by demonstrating enthusiasm and a collaborative spirit

• Adaptable to evolving business needs and willingness to contribute to process improvement

• Analytical, methodical approach to identifying challenges and measuring impact. 

• Able to drive customer onboarding, implementation and consultation

• Extremely detail-oriented and diligent 

• Able to receive feedback maturely and iterate quickly to continuously improve

• Able to leverage business acumen to guide prioritization

• Highly intuitive and high EQ

• Able to strategize independently

• Able to think critically about the customer’s needs

• Able to provide ideas for improving internal team structure

Bonus areas of expertise

• Experience with the Handshake platform

Compensation range

• $98,328 - $127,000