Description

Position Description

Manager, Success Management

Partner Success

Position summary

The Partner Success team equips partners with the right information at the right time to assure they get maximum value from NWEA data, products, and services. The Manager, Success Management contributes to this vision by managing the team responsible for delivering success management services.

The Success Management teams work in close collaboration with the Partner Accounts team to ensure the success and retention of NWEA partners across multiple market segments and divisions. They use operational and product usage data to understand a partner's progress towards achieving their goals and monitoring the health of the relationship. The Manager, Success Management will oversee the tier-aligned personnel performing this work and implement the overall strategy for managing partner success. The role requires a strong ability to influence and collaborate with cross-functional groups, and will promote a customer-focused culture, seeking to ensure that every interaction reflects our organizational value of being the Best Partner You'll Ever Have.

Responsibilities

• Direct the work of the tier-aligned teams delivering success management services
• Manage team resources to assure that staffing plans are adequate to meet market demands
• Routinely collaborate with Partner Success leadership to understand changing product and market needs; adjust processes and staffing models to accommodate changes
• Routinely and intentionally collaborate with Partner Accounts leaders to develop success management services and cross-functional workflows that meet the unique needs within each market segment
• Maintain actionable knowledge of customer success management methodologies and best practices
• Implement strategies and workflows that lead to increased partner retention and partner goal achievement
• Maintain close relationships with peers in Partner Accounts to assure alignment on definitions and goals for partner success
• Recruit, interview, make hiring/termination decisions
• Provide leadership and support individual team members in their professional development
• Develop and routinely report key performance indicators that inform and evaluate team and individual performance
• Develop and maintain a variety of service models to meet the varying needs of NWEA's target markets
• Formulate and implement strategies and goals for the Partner Success Management team that support organizational goals
• Monitor and report on progress toward goals
• Collaborate with the departmental RFP lead to assure success management services are represented accurately
• Develop and influence requirements for processes, procedures and tools to ensure high-quality, cost-effective services
• Identify and implement solutions for creating efficiencies in service delivery
• Create, evaluate and report on key performance indicators that inform service quality
• Provide consultation for complex and/or customized Partner Success Service needs
• Perform other duties as assigned to ensure the success of the team and the entire organization
• Travel up to 10%

Skills and abilities

• Ability to strategically assess the service needs of existing and future partners
• Ability to develop processes and procedures, assess their effectiveness and make adjustments
• Ability to identify barriers to quality services and delivery; propose and implement solutions
• Ability to identify and implement cost-saving opportunities without compromising quality
• Ability to establish meaningful metrics, gather and analyze data to inform the work of the team
• Ability to organize time effectively, determine priorities, and move work forward
• Solid understanding of education environment
• Ability to work independently and as a contributing, collaborative team member
• Demonstrated ability to work effectively with a wide range of individuals
• Ability to lead the work and individual development of direct reports
• Willingness to involve team members in deciding how best to accomplish key tasks
• Commitment to promote a positive work environment
• Ability to analyze data to make decisions and to adjust daily processes and priorities
• Familiarity with all NWEA Product and Service offerings
• Proficiency with Microsoft Office applications including Word, PowerPoint, Excel, Outlook, Adobe Acrobat
• Working knowledge of SmartSheet, JIRA and Salesforce
• Must be able to perform the physical and intellectual requirements of the role, with or without accommodation

Competencies

• Develops Talent: develops people to meet both their career goals and the organization's goals
• Manages Conflict: handles conflict situations effectively with a minimum of noise
• Plans and Aligns: plans and prioritizes work to meet commitments aligned with organizational goals
• Drives Results: consistently achieves results, even under tough circumstances
• Directs Work: provides direction, delegates, and removes obstacles to get work done
• Builds Effective Teams: builds strong-identify teams that apply their diverse skills and perspectives to achieve common goals
• Communicate effectively: develop and deliver multi-mode communications that convey a clear understanding of the unique needs of different audiences
• Collaborate: build partnerships and work collaboratively with others to meet shared objectives
• Customer focus: build strong customer relationships and deliver customer-centric solutions
• Instill trust: gain the confidence and trust of others through honesty, integrity, and authenticity

Education and experience

• Bachelor's degree in Business Administration or related field required; combination of education and experience will be considered in lieu of degree
• 5+ years experience in a technology, education or customer-service focused role
• 3+ years increasing responsibility managing operational and/or customer service teams and services in a rapidly growing, multi-product organization
• NWEA experience preferred
• Experience with LSS (or other standard continuous improvement models), human-centered design, and success management methodologies and tools

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.

What We Can Offer You

At NWEA we not only offer a competitive base salary, we offer a 15% contribution of eligible employees' base salary to a defined contribution 403(b) retirement savings plan; career development opportunities; an awesome work culture and environment; we also offer industry leading benefits and perks that are focused on supporting our employees' holistic wellbeing. To learn more about what we can offer more, click here.

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