Description

Position Description

Partner Success Manager

Position summary

The Partner Success Manager works in close collaboration with the Partner Accounts team to ensure the success and retention of NWEA customers (Partners). As a subject matter expert on NWEA products and services, the Partner Success Manager proactively monitors product usage and partner relationships, identifies opportunities, and connects our partners with the services and support needed to improve the overall experience and maximize the value they receive from NWEA.

Responsibilities

• Connect partners to the support and services they need to be successful at each stage in their journey with NWEA.
• Coordinate with Account Manager and district leadership to define goals, develop strategies and manage success plans.
• Proactively analyze data to monitor health of partnership and collaborate with Account Manager to recommend improvements.
• Take ownership of partner problems and challenges, driving towards solutions as an advocate for partner needs in product and service decisions.
• Deliver standard product training overviews and consult partners on best practices.
• Ensure the successful implementation of new products, including system configuration, user training and access to necessary services and support.
• Provide stability and business continuity during times of change such as turnover of key stakeholders or changes to learning environment.
• Work directly with various roles and departments in a school district, including teachers, principals, data administrators, technical coordinators, assessment coordinators and district leadership.
• Document work using internal tools such as Salesforce, Jira, Confluence and others.
• Perform other duties as assigned to ensure the success of the team and the entire organization.
• May require occasional travel.

Skills and abilities

• Commitment to the NWEA mission, values, and culture
• Ability to communicate clearly and accurately with external partners and internal co-workers
• Strong customer service and listening skills, including ability to challenge ideas, uncover hidden needs and get to the root of problems
• Using data to identify and resolve problems
• Presentation and product training skills
• Must be able to keep and promote a team mindset while working with a high level of autonomy
• Knowledge and proficiency with common operating systems and computing devices. Ability to understand basic terms and concepts pertaining to networks and interoperability, especially as they relate to the K-12 education environment.
• Comfortable with ambiguity and ability to be flexible and adjust easily to shifting priorities
• Exceptional reliability and decision making
• Must be able to perform the physical and intellectual requirements of the role, with or without accommodation

Competencies

• Instill trust: gain the confidence and trust of others through honesty, integrity, and authenticity
• Communicate effectively: develop and deliver multi-mode communications that convey a clear understanding of the unique needs of different audiences
• Customer focus: build strong customer relationships and deliver customer-centric solutions
• Drive results: consistently achieve results, even under tough circumstances
• Action oriented: take on new opportunities and tough challenges with a sense of urgency, high energy and enthusiasm
• Collaborate: build partnerships and work collaboratively with others to meet shared objectives
• Decision Quality: make good and timely decisions that keep the organization moving forward
• Manage Ambiguity: operate effectively, even when things are not certain, or the way forward is not clear
• Interpersonal savvy: relate openly and comfortably with diverse groups of people
• Demonstrate self-awareness: use a combination of feedback and reflection to gain productive insight into personal strengths and weaknesses

Education and experience

• Bachelor's degree required; or an equivalent combination of education and experience will be considered in lieu of a degree
• Experience in customer support or account management role desired
• Knowledge of NWEA products and services desired
• Knowledge and/or experience working in K-12 education desired

About Us...

NWEA® is a research-based, not-for-profit organization that supports students and educators worldwide by creating assessment solutions that precisely measure growth and proficiency-and provide timely data to help tailor instruction. For more than 40 years, NWEA has developed innovative pre-K-12 assessments, including our flagship interim assessment, MAP® Growth™; our progress monitoring and skills mastery tool, MAP® Skills™; and our reading fluency and comprehension assessment, MAP® Reading Fluency™. Educators trust our professional learning offerings to accelerate student learning and our research to support assessment validity and data interpretation. More than 11 million students in 146 countries use our solutions to support their learning and growth each year.

NWEA strives to make diversity, equity, inclusion, and accessibility (DEIA) practices the center of our work. Our organization's mission, Partnering to Help All Kids Learn, is the foundation for our DEIA commitment as we work to reflect, value, and support the educators, students, colleagues, and communities we serve. We seek to empower and engage all stakeholders in the research, services, solutions, and products we provide, our organizational culture, and the partnerships we establish with schools, districts, states, and countries.

NWEA endeavors to make www.nwea.org accessible to all users. If you would like to contact us regarding the accessibility of our website or need assistance completing the application process, please call us at (503) 624-1951 or e-mail us at [email protected] and let us know the nature of your request, your location, and your contact information. This is for accommodation requests only and cannot be used to inquire about the status of applications.

NWEA is an equal opportunity employer. Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or protected veteran status. For our EEO Policy Statement, please visit our website. If you'd like more information on your EEO rights under the law, please visit the EEOC website.