Relationship Manager, Scaled

Handshake•San Francisco, CA

19d•$105,000 - $120,000•Hybrid

About The Position

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, product and marketing to deliver a world-class customer experience and drive our business through renewals and expansions.

Requirements

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

Responsibilities

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
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
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 scores.
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
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