Partner Success Manager Job Description

July 7, 2023, 9:53 a.m.

The Institute for the Study of Knowledge Management in Education (ISKME), an education non-profit, seeks to make education more participatory, equitable, and open, breaking down barriers through open access digital libraries, professional learning, and educational research and innovation. ISKME is in service of educators and making their work more effective and efficient. 

As a Partner Success Manager, this person will have an outward-facing role, onboarding new partners to our OER Commons digital library community, coordinating partner site (OER Commons Hubs) production internally, and providing ongoing support to existing service partners. The chosen candidate will join our team of developers, product owners, project managers, designers, educators, and librarian staff to implement projects that align with our organizational purpose. The Partner Success Manager’s goal is to have vibrant, positive relationships with partners, meet their needs while balancing organizational priorities, and help them grow their open education initiatives. 

Our culture is collaborative and candidates should be comfortable providing and receiving feedback on work, as well as bringing a creative, problem-solving mindset to bear on their contributions. This position will report to the Senior Product Manager of ISKME’s Field Building Team, and work closely with them to manage priorities and milestones on a day to day basis.  

Role Responsibilities:

• Manages and coordinates Hub implementations from kick off to launch
• Responsible for clear transmittal of Hub design and content to site producer based on partner goals
• Coordinates all Hub and post-launch Microsite curation with client and curation team
• Owns continuation of services for Microsites and Hubs once they have been launched, including tracking of reported bugs and the delivery of post-launch service contract deliverables
• Listens carefully to partner needs and requests in order to gain clear understanding of partners needs and issues they are addressing
• Ensures clear communication with partners about the platform roadmap and key value propositions, as well as ensuring partner feedback is clearly and effectively articulated back to the internal product team
• Tracks success of Partner implementations using a combination of site metrics and feedback
• Reports out on success metrics to internal teams monthly, and, in aggregate, quarterly
• Responsible for having a deep understanding of the platform tools and features
• Works collaboratively with other members of the ISKME team on large projects and is able to take point on coordinating cross-team work
• Adheres to ISKME’s culture and behaviors
• Other duties as assigned

Expected Skills and Competencies:

• 3-5 years experience working within the field of education or non-profits
• Experience coordinating across multiple internal teams and external stakeholders
• Strong strategic thinking skills, with the ability to anticipate and collaboratively problem-solve
• Experience reporting on and defining metrics of success
• Ability to build and maintain trusted relationships with partners while holding firm on organizational deadlines and priorities
• Experience supporting web-based SaaS services
• The most competitive applicants will have familiarity or experience with instructional design, technology support, or general digital library service