Partner Success Manager

About the role

In this role you will work closely with our ever growing Partner network on rapidly increasing their Arbor knowledge and Arbor Support Processes, enabling them to successfully support and train Primary, Secondary and Special schools using Arbor.

You will do this by empowering them to become experts in Arbor, ensuring they are advocates of the MIS. You will think of new ideas to increase CSAT and NPS for partner supported schools and drive product adoption.

Core responsibilities

• Have an in-depth understanding of Arbor’s functionality, features and best practice, and be able to articulate these to Partners to help them ensure their schools get the most out of Arbor

• Use data to inform Partner success plans and termly review meetings, aimed at increasing their schools’ happiness with and adoption of Arbor.

• Work with the Strategic Partnership team to identify common areas of concern and strategies to address

• Monitoring active Partner sentiment and put supporting actions in place to retain and grow the relationship alongside the Strategic Partnership Managers

• Working alongside our Head of Customer Education, ensure the Arbor Accreditation process and materials are effective in ensuring Partners have the knowledge and skills needed to support our customers

• Use data to work alongside the Support Team and spot areas of repeat contact and opportunities for strengthening Partner knowledge

• Empowering Partners to feel confident managing school escalations and risks and work alongside Account Managers to ensure all parties are aligned in resolving these

• Ensuring Gainsight is kept up to date for Partner records including success plans, status calls and accreditation status

• Responding to all Partner queries during Partner onboarding within agreed SLAs and identify root causes of repeat contact, finding ways to reduce this

• Working closely with Account Managers to identify opportunities to increase adoption of Arbor within Partner supported schools and work with Partners on how to aid school success

• Identify growth and upsell opportunities with Partners and refer these to Account Managers

• Working closely with the Strategic Partnership Management Team to identify opportunities for increased Partner networking, engagement and user groups

• Working closely with the Strategic Partnership Team to identify paid for services that would help the Partner develop their offer to schools

About you

• In depth knowledge and understanding of using Arbor or another MIS

• Experience of Partner support models

• Excellent communication skills and ability to manage multiple stakeholders at differing levels of seniority

• Ability to critically analyse data to identify areas of opportunity and customer/Partner need

• Understanding of customer success as a discipline and what this means for Arbor

• Proven ability to self-organise and work efficiently and effectively

• Experience of working in a fast paced SaaS environment preferred

The chance to work alongside a team of hard-working, passionate people in a role where you’ll see the impact of your work everyday. We also offer:

• A dedicated wellbeing team who champion initiatives such as mindfulness, lunch n learns, manager training, mental health first aid training and much more!

• 32 days holiday (plus Bank Holidays). This is made up of 25 days annual leave plus 7 extra company wide days given over Easter, Summer & Christmas

• Enhanced maternity and adoption leave (20 weeks full pay) and paternity (6 weeks full pay) pay

• 5 free return to work maternity coaching sessions, helping you adapt to this new exciting time of life!

• Access to services such as Calm, Bippit (financial wellbeing coaching) and Health Assured (Employee assistance programme)

• All of our roles champion flexible working and we are happy to discuss what this means to you!

• Social committees that plan team, office and company wide events to bring people together and celebrate success

• Dedicated professional development training budget (CPD courses, upskilling resources, professional memberships etc)

• Volunteer with a charity of your choice for a day each year

• Dog friendly offices!

We are committed to a fair and comfortable recruitment process, so if you require any reasonable adjustments during your application or interview process, please reach out to a member of the team at [email removed - click apply for more details].

Our commitment is also backed by our partnership with Neurodiversity Consultancy, Lexxic who provide us with training, support and advice.

Arbor Education is an equal opportunities organisation

Our goal is for Arbor to be a workplace which represents, celebrates and supports people from all backgrounds, and which gives them the tools they need to thrive - whatever their ambitions may be so we support and promote diversity and equality, and actively encourage applications from people of all backgrounds.

Refer a friend: Know someone else who would be good for this role? You can refer a friend, family member or colleague, if they are offered a role with Arbor, we will say thank you with a voucher valued up to £200! Simply email: [email removed - click apply for more details]

Please note: We are unable to provide visa sponsorship at this time.