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Digital Partner Success Manager

About the role

You will work closely with our growing network of support partners to help them, and the schools they’re supporting, drive adoption and realise ongoing value through using Arbor MIS.

To ensure success with our partners, you will drive and increase product adoption within partner supported schools, ensure partners are advocates of Arbor MIS and empower them to become Arbor experts.

Core responsibilities

  • Having an in-depth understanding of Arbor’s functionality, features and best practice, and being able to articulate these to partners to help them ensure their schools get the most out of Arbor
  • Onboard all new support partners and ensure they pass accreditation in line with targets
  • Grow the Digital Community area for partners, creating an engaged network who are supporting Arbor schools
  • Use data to inform partner success plans, increasing their schools’ happiness with and adoption of Arbor
  • Ensure Gainsight is kept up to date for partner records including success plans, status calls and accreditation status
  • Monitor active partner sentiment and put supporting actions in place to retain and grow the relationship
  • Work with the Training Team to inform a schedule of live half termly upskill webinars for partners to help them become masters of the product and aid them in helping schools to realise value from Arbor
  • Respond to all partner queries during partner onboarding within agreed SLAs and identify root causes of repeat contact, finding ways to reduce this
  • Use data to spot areas of repeat contact and opportunities for strengthening partner knowledge
  • Work 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 and refer these to Account Managers
  • Maintain and update partner accreditation and upskill materials
  • Work closely with the channel development team to identify opportunities for increased partner networking, engagement and user groups
  • Attend termly review meetings with active partners
  • Support the wider Support Team during peak times

About you

  • In depth knowledge and understanding of using Arbor across all phases
  • 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 where efforts around customer success should be focused
  • Understanding of customer success as a discipline and what this means for Arbor
  • Proven ability to self-organise and work efficiently and effectively

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:

  • We believe in supporting you to grow professionally and giving you the freedom to choose how. If you tell us where you want to go, we have a dedicated training budget to help you get there!
  • One of our core values is to make an impact, so we give everyone 1 day off each year to volunteer with a charity of your choice.
  • We promote positive well being and as part of this you’ll have access to a choice of comprehensive 24/7 well being support services as well as internal Wellbeing Champions.
  • We support autonomy and flexibility, and depending on your role can offer flexible working.
  • We offer enhanced maternity pay to support new mothers during this exciting period of your life.
  • Spending quality time together is really important, so to encourage this, our social committees organise regular team nights out (we’ve had pizza making and curry clubs!)
  • We offer 30 days holiday (plus Bank Holidays), part of which is made up of half day Fridays during the school summer holidays, a day off during Easter and a day off over 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.

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: careers@arbor-education.com

 

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 careers@arbor-education.com.

 

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

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Old School Building, Calverley Street, Leeds LS1 3ED.

sophie.elms@arbor-education.com
https://arbor-education.com/

Job Vitals

Type: Full Time

Reference Number: 114098

Minimum 6 months experience using Arbor MIS. Confident supporting secondary schools with all areas of Arbor. Passionate about delivering outstanding customer service. Confident managing key stakeholders at all levels. Highly organised with great attention to detail and results orientated. Inquisitive by nature, always wanting to understand more about the why and get to the root of a problem. Outstanding communication skills - both written and verbal

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Categories: Digital Lead