Partner Success Analyst

About us

At Arbor, we’re on a mission to transform the way schools work for the better.

You’ve probably seen the headlines. Heavy workloads, constant change, admin pressure on teachers and staff at every level… sometimes it feels like this is just part and parcel of school life today. But it doesn’t have to be this way.

At Arbor, we passionately believe that there’s a better way to work. And it starts by giving everyone the right tools and technology for the job. Over 3,000 schools and trusts use our products to work more collaboratively, free staff from busywork, and drive their schools forward.

Ultimately, we’re here to help make our schools and trusts stress a little less, and focus on what matters most - improving the lives of teachers and outcomes of students everywhere.

About the role

Our partner success team are passionate about delivering first class service to our partners and end user customers by working collaboratively and proactively!

In this role, you will provide excellent first line support to our network of partners, dealing with all incoming calls and emails. You will also work with the wider Partner Success Team to proactively identify opportunities to upskill our partners and enhance the experience of their schools to help them be as successful as possible!

Core responsibilities

• To provide excellent first line support to resolve partner queries via incoming calls and emails.

• To identify where client accounts may be at risk and relay information to the wider Partner Team or Account Manager.

• Ensure queries/complaints are resolved for partners within service level agreements (SLAs) and that the partner and their school is satisfied with the resolution.

• Maintain and keep Zendesk and Gainsight records up to date.

• Support with marking partner accreditation tests

• Consistently represent and work in line with company values, building up solid working relationships with your counterparts at partners.

• Work closely with all relevant departments ensuring all necessary relationships are maintained, allowing free communication of ideas.

• Identifying opportunities for and writing up further FAQs and help materials.

• Exemplify the willingness to go the extra mile to delight our customers.

• Support with partner Q&A sessions and other initiatives we roll out to help our partners supporting customers

• Help out with the wider Support queues during peak times where necessary

About you

• Solid understanding of Arbor MIS at secondary and MAT level as well as primary

• Outstanding communication and interpersonal skills.

• The ability to work collaboratively with your teammates to achieve team & department objectives

• A passion for helping our partners and their schools to succeed using Arbor

• A right first-time attitude with a passion for delivering excellent customer service and proactive approach to resolving tickets.

• Strong ability to use CRM & MIS systems.

• Excellent ability to interpret data and understand school needs and develop school insights.

• Strong problem-solver who isn’t afraid to work across teams to find solutions.

• Ability to work effectively within a fast-paced, and results-oriented culture, by demonstrating strong operating instincts, organisational skills and discipline.

What we offer

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:

• Professional development budget to help you grow

• 1 day off each year to volunteer with a charity of your choice.

• Access to a choice of comprehensive 24/7 well being support services as well as internal Wellbeing Champions.

• Depending on your role can offer flexible working.

• Enhanced maternity and paternity leave

• Our social committees organise regular team nights out (we’ve had pizza making and curry clubs!)

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

• Our office is based in the heart of Leeds. It’s lively and vibrant, and you’ll have breakfast supplied every day along with other healthy snacks you can choose from.

• Dog friendly offices!

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]

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.

If you need any adjustments to be made to support you through the recruitment process, let us know at [email removed - click apply for more details].

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