Partner Success Associate

Company Description

At Steppingblocks, we are transforming how individuals navigate their career and educational journeys. We empower millions of people by providing trusted insights into labor market dynamics, education outcomes, and demographic trends. Steppingblocks brings big data analytics to higher education with rich data and interactive visualizations. Leveraged by partners across the United States, Steppingblocks data supports career readiness initiatives, student success, accreditation, assessment, enrollment management, and more.  Our solutions leverage a hub-and-spoke data model to offer different flavors of our data for specific use cases. 

Job Description

The Partner Success Associate reports to the Director of Partner Success and will have the responsibility of providing exceptional partner support to our higher education partners. The PSA will perform general support during the entire life cycle of the partner including onboarding, training, problem resolution, and will be responsible for renewing customers. The PSA will also help construct and maintain training and FAQ documents to ensure partner success.

Position is 100% remote. Higher Education experience required, with preferred experience within institutional research, program review, accreditation, admissions, enrollment management, or assessment.

Responsibilities

• Serve as the primary point of contact for each partner institution.
• Monitor partner status and proactively engage at-risk partners
• Facilitate check-in calls and trainings with partners
• Work with partners to identify their use cases and provide solutions/best practices
• Answer questions and troubleshoot customer technical problems. Escalate issues to proper teams using tickets and other communication channels, when necessary
• Design, generate content, and distribute customer success newsletters
• Collect customer feedback to provide to the Product Team
• Update all interactions and tasks in the HubSpot CRM application and other tracking solutions
• Support the design, hosting, and facilitation of trainings and webinars for partner institutions
• Track customer service KPIs and metrics
• Monitor renewal dates and client statuses and support the Director in securing renewals

Qualifications

• 2-4 years of customer success experience or similar
• Higher Education (colleges/universities) experience - Preferred experience within institutional research, program review, accreditation, admissions, enrollment management, or assessment
• Meticulous attention to detail
• Experience and/or passion for data and data analytics
• Excellent verbal and written communication skills, including group presentations
• Experience with troubleshooting and managing customer requests
• Ability to work in a high-energy, fast-paced startup environment
• HubSpot CRM experience
• Proficient with standard corporate productivity tools (i.e. - Notion, Linear, Slack, Zoom, Canva, etc.)
• Self-starter with strong attention to time management and productivity standards