Partner Success Manager

Position Overview

Job Title: Partner Success Manager
Department: Partner Success Management
Location: Mesa
Hours: Eight hour shift M-F within 6:00 am to 6:00 pm MST operating hours
Salaried: Yes

The primary objective of the Partner Success Manager is to increase customer satisfaction and build loyalty by developing and maintaining strong relationships with Edupoint partner districts. The role involves understanding the customer’s goals and challenges, building strategies to meet those goals, and driving the adoption of Edupoint solutions. As the customer’s main point-of-contact, the manager monitors account activity, addresses issues promptly, and communicates customer needs within the organization to ensure satisfaction and retention. Occasional availability during nights or weekends may be required in emergencies.

Key Responsibilities

• Serve as the customer’s primary point-of-contact within Edupoint.
• Set and manage customer expectations appropriately.
• Keep Edupoint’s Help Desk system up to date with meeting notes, satisfaction surveys, and district contact information.
• Adhere to Standard Operating Procedures defined for Customer Success.
• Build comprehensive relationships with each customer by understanding district goals and initiatives.
• Develop strategies to help the customer achieve their goals.
• Provide product direction to the district based on current needs and future goals.
• Drive product adoption by following up on underutilized features and functionality.
• Promote underutilized software features and provide relevant tips based on the time of year.
• Suggest and promote adoption of new features in upcoming releases.
• Expand communication within districts by engaging additional stakeholders beyond SIS coordinators.
• Develop rapport with Edupoint product leaders and support them to advance customer needs.
• Escalate stalled issues and follow up regularly until resolution.
• Monitor and ensure timely resolution of support requests.
• Keep the customer informed on the status of issues and reset expectations as needed.
• Travel regularly to partner districts for onsite meetings and engagements.
• Work with customers to review backlog issues and prioritize them for development.
• Ensure the company follows through on commitments made to customers.
• Advocate for the customer’s interests during internal meetings regarding product direction and services.
• Identify opportunities to deliver additional Edupoint services and solutions.
• Collaborate with the Sales team to share upsell opportunities.
• Monitor delivery of new products and services.
• Develop and maintain a thorough understanding of Edupoint products and services.
• Provide consistent communication to supervisors and management, including detailed status reports.
• Perform all other duties as assigned.

Required Qualifications

• Knowledge:
• Knowledge of Synergy student information systems required.
• Knowledge of the K-12 education or EdTech industry required.
• Brochure level knowledge of all Edupoint offerings required.
• Skills:
• Excellent oral and written communication, persuasion, interpersonal, and customer relationship-building skills.
• Excellent time management and organizational skills.
• Strong Synergy evangelism with the product knowledge to share best practices and educate customers.
• Strong problem solving and analytical skills.
• Abilities:
• Ability to effectively communicate technical concepts to non-technical persons.
• Ability to manage multiple clients and projects simultaneously.
• Ability to travel and undertake overnight trips as needed.
• Ability to be accessible during off-hours for critical issues or time-sensitive communications.
• Detail oriented with the ability to think both strategically and tactically.
• Capability to manage conflict and foster teamwork.
• Education & Experience: B.A. or two years related experience and/or training; or equivalent combination of education and experience.
• Certificates, Licenses, Registrations: None.

Equal Employment Opportunity

Edupoint Educational Systems is an Equal Employment Opportunity Employer. Edupoint provides equal employment opportunities to all employees and applicants and prohibits discrimination and harassment based on race, color, religion, age, sex, national origin, disability, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by law. This policy applies to all aspects of employment including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation, and training.