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 product adoption. Relationship Manager will work out of the San Francisco Office three days a week. 

Your Role: 

Product Knowledge

• Engage with career center partners to expand product adoption, share best practices, and consult on adapting workflows to leverageHandshake for student and office success.
• Deeply learning and understanding the higher education and career services space (operations, structure, and metrics) 
• Responding to detailed inquiries that require leveraging technical product knowledge combined with your strategic understanding of Handshake, our customer’s needs 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
• Skillful navigation of a complex and nuanced set of relationships, implementing recurring and on-demand touchpoints with customers to build and main trust at scale

Partner Success, Health, and Retention

• Proactively use data to identify at-risk accounts, collaborate cross-functionally, and effectively project manage internal and external initiatives to meet customer and company needs in a timely manner
• Ensure high renewal rates by managing nuanced contracts and security requests, driving customer value, and implementing and executing scalable solutions to support a large book of business
• Executing successful implementation for all new partners in your book of business and training webinars with your education partners and relevant stakeholders
• Use 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/SaaS experience with a focus on large book of business and scalable solutions
• Demonstrate curiosity and “discovery” mindset, coupled with high degree of technical aptitude
• Adaptable to evolving business needs, willing to contribute to process improvement and proactive in driving customer consultation and implementation
• Critical thinking and empathy towards customer needs, excellent organizational skills, and capable of prioritizing workload with high attention to detail
• Experience building relationships with customers and navigating complex or difficult conversations
• Analytical approach to identifying challenges and measuring impact, open to feedback for continuous improvement, and contributes to process enhancement with strategic thinking and business acumen
• Ability to internalize changing messaging and rapidly incorporate into customer conversations through articulate, polished and professional communication
• Add value to a team environment by demonstrating enthusiasm and a collaborative spirit
• Able to strategize independently, intuitive and high EQ

Must reside in San Francisco, CA and be willing to working a hybrid work schedule

Bonus Areas of Expertise:

• Experience with the Handshake platform

Compensation Range:

• $105,000 - $120,000 + Equity