Success Manager Jobs

Job Requisition ID: 18645
Additional Locations:
Job Title: Partner Success Manager
Location: Fully Remote Position – May be performed from any State in the U.S.
Who We Are
HMH is a learning technology company committed to delivering connected solutions that engage learners, empower educators, and improve student outcomes. As a leading provider of K–12 core curriculum, supplemental and intervention solutions, and professional learning services, HMH partners with educators and school districts to uncover solutions that unlock students' potential and extend teachers' capabilities. HMH serves more than 50 million students and 4 million educators in 150 countries.
What You’ll Do
The Partner Success Manager works in close collaboration with the Partner Accounts team (sales) to ensure the success and retention of partners / customers. As a trusted advisor and 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
Working in the Partner Success department for NWEA products and services, the Partner Success Manager will be responsible for the following primary duties:

• Develop and maintain trusted advisor relationships with district administrators across a variety of departments, including IT.
• Take ownership of partner problems and challenges, driving towards solutions as an advocate for partner needs in product and service decisions.
• Ensure the successful implementation (onboarding) of new products, including system configuration, user training and access to necessary services and support.
• Document work using internal tools such as Salesforce, JIRA, Confluence, PowerBI, and others.
• Connect partners / customers to the support and services they need to be successful at each stage in their journey with NWEA products and services. Note: may include international partners / customers as well as domestic partners.
• Ability to travel up to 10% of time, sometimes with short notice.
• Coordinate with Account Manager (sales) and district /educational entity leadership to define goals, develop strategies and manage success plans.
• Deliver consultations pre and post sales including product features, product demos, system configurations, and best practices.
• Provide stability and business continuity during times of change such as turnover of key stakeholders or changes to learning environment.
• Perform other duties as assigned to ensure the success of the team and the entire organization.
• Proactively analyze data to monitor health of partnership and collaborate with Account Manager to recommend improvements.

What You’ll Need

• Ability to develop trust and influence with external partners (customers) and internal coworkers
• Knowledge and/or experience in K-12 education desired
• Knowledge and proficiency with common operating systems and computing devices especially as they relate to the K-12 education environment, is preferred.
• Bachelor’s degree or an equivalent combination of education and experience will be considered in lieu of a degree
• Must be able to perform the physical and intellectual requirements of the role, with or without accommodation
• Excellent communication skills, including the ability to translate technical concepts to a non-technical audience as well as business requirements and user experience to a technical audience
• Advanced customer service and listening skills, including ability to challenge ideas, uncover hidden needs and get to the root of problems.
• Must be able to keep and promote a team mindset while working with a high level of autonomy
• Comfortable with ambiguity and ability to be flexible and adjust easily to shifting priorities
• Presentation and product training skills
• Knowledge of NWEA products and services desired
• Minimum of two (2) years of experience in customer support or account management role
• Exceptional reliability and decision making

How We Work

• Focuses on Customers : Building strong relationships and delivering customer-centric solutions.
• Drives Results : Consistently achieving results even under tough circumstances.
• Manages Complexity : Making sense of complex, high quantity, and sometimes contradictory information to effectively solve problems.
• Collaborates : Building partnerships and working collaboratively with others to meet shared objectives.
• Instills Trust: Gaining confidence and trust of others through honesty, integrity, and authenticity.
• Learns Nimbly : Actively learning through experimentation when tackling new problems, using both successes and failures as learning fodder.

Benefits And Salary Range
Salary Range - $60k-80k
Our culture & benefits: https://careers.hmhco.com/culture_benefits
About Us
Houghton Mifflin Harcourt is a global learning company dedicated to changing people’s lives by fostering passionate, curious learners. As a leading provider of pre-K–12 education content, services, and cutting-edge technology solutions across a variety of media, HMH enables learning in a changing landscape. HMH is uniquely positioned to create engaging and effective educational content and experiences from early childhood to beyond the classroom. HMH serves more than 50 million students in over 150 countries worldwide.
For more information, visit http://careers.hmhco.com
Please Note
Houghton Mifflin Harcourt is an equal employment opportunity employer and participates in E-Verify. All qualified applicants will receive consideration for employment and will not be discriminated against on the basis of gender, race/ethnicity, gender identity, sexual orientation, protected veteran status, disability, or other protected group status.