Partner Success Manager ISSS

Location: Remote/Hybrid (with occasional travel)

About Via TRM: Built by and for international educators, Via TRM is on a mission to “power the next generation of global citizens” with innovative, client-focused Traveler Relationship Management software. We help higher education institutions, risk management offices, and travel companies increase enrollment, streamline risk management, and enhance global education operations through our suite of products, including Via Global, Via Travel, Via Contracts and Via International.

Position Overview: We are hiring an ISSS Partner Success Manager to innovate our next level of training in order to implement, train, and support Via TRM Clients in our Via International service. The ideal candidate is someone who genuinely cares about making our Client’s day better by helping new Clients envision how to best use Via to support their objectives including: setting up their account successfully, training Clients in all aspects of our product, responding quickly to information requests, answering questions, escalating issues internally, providing timely updates, and supporting the Partner Support Specialists and our Client Community in creative ways.

Our next team member must demonstrate the ability to listen, lead, take initiative, pick up the phone, write a concise yet complete email, make useful recommendations, speak with confidence, want to learn and grow, and thrive in a rapidly changing environment.

We’re looking for a client experience advocate, creative problem solver, and a product enthusiast.

This position offers a competitive base salary, remote work flexibility, paid-time off, health insurance, family leave, work travel, and opportunities to grow within a values-driven company.

YOU’LL BE RESPONSIBLE FOR: :

• Collaborating with the team to create the most impactful, scalable and innovative client training experience program.
• Successful on-boarding and training of clients to product .
• Focus on client retention through continued trainings and knowledge sharing.
• Help clients reach their goals through usage of product
• Effectively communicate new product opportunities (through features, client highlights).
• Leverage client and product expertise to support new and improved features
• Client Satisfaction in response times, communication, and effective coordination of issue resolution
• Deep product knowledge and expertise of solutions.
• Accountability for CS KPI’s

WHAT YOU’LL BE DOING

• Project management lead for new client implementations
• Coordinate account set up, training and business implementation with the technical project implementation lead
• Ownership of the ISSS Support Desk – Respond promptly when tagged in the support inbox & provide client solutions through direct support (e.g. sharing resources, clarifying functionality, etc.) and/or internally escalating client requests
• Training and onboarding of all new Client Support Specialist’s
• Ongoing leadership and management of the Client Support Specialists role
• Product training & documentation (creation & implementation)
• Proactive & reactive Client Communication (execution of Release Notes & Client Newsletter)
• Update the Via TRM Knowledge Bas
• Update the Via TRM CRM with Client interactions
• Document product functionality for internal & external purposes
• Create client training videos, lead client trainings and webinars
• QA/User testing to support new releases and build product knowledge and context
• Work with business team to surface possible risks and opportunities related to Client accounts
• Work with product and engineering teams to escalate product issues and resolution plans
• Develop, implement, and maintain best practices for Client Success

REQUIREMENTS/ MUST HAVES

• Bachelor’s Degree
• Minimum of 4 years in a professional client facing or account management role
• At least one year of experience working in an immigration case management system.
• Knowledge of SEVIS and federal F-1 and J-1 regulations
• Experience creating scalable software training programs
• Experience working in an ISSS office
• Strong desire and sense of satisfaction in solving problems, advocating for Clients, and making their work day easier
• Top notch organizational skills – decision making, goal setting and maintenance, creating and keeping deadlines
• Resiliency, patience, and determination in evolving circumstances and situations with unknowns
• Ability to ideate and recommend creative solutions in Via TRM to help solve client problems
• Excellent communicator (verbal & in writing)
• Self-starting learner
• Tech fluency
• Fully on board with participating as a team member according to our core values (Add Ideas to Ideas; Take Initiative; Give Good Vibes; Stand with Others, Adventure On)

DESIRED/ NICE TO HAVES

• QA Experience
• Project Management certifications or background
• Experience in higher education, international education
• Experience implementing SaaS software
• Experience working as a Designated School Official (DSO) and / or Alternate Responsible Officer (ARO)
• Presentation and / or Training experience, preferably regarding regulatory and / or technical information.
• Experience with complex transfer of extensive, highly confidential data to SEVIS.
• SEVIS Data Coordinator, SEVIS Compliance Coordinator, or a similar role.
• Participated in software implementations, preferably in a higher education environment
• Experience in business
• Experience in working with software and/or startup companies
• A personal experience in at least one educational or meaningful travel experience

PASS THIS BY IF YOU…

• Thrive best in predictable or rarely-changing environments
• Get frustrated when issues arises

What We Offer:

• Competitive salary plus commission and performance bonuses.
• Flexible remote work environment with opportunities to travel for conferences and events.
• Health insurance, unlimited paid-time-off, and work-life balance.
• A chance to grow within a values-driven company that prioritizes client success and continuous improvement.