Your impact

As a Relationship Manager you are responsible for ensuring your education partners are healthy, happy, successful, and retained. 

You will create repeatable and reusable tactics for driving engagement across our university partners’ teams, which could include everything from webinars, email nurture, product hooks, etc. You will channel the voice of the customer both quantitatively and qualitatively to rally the necessary people and highlight success.

You will report to the Manager of Education Success, working closely with customer support, sales, and marketing to deliver a world-class customer experience and drive our business through renewals and expansions

Your role

Product Knowledge

• Answering questions regarding the Handshake product daily

• Identifying, diagnosing, and helping customers resolve data health issues

• Expanding and deepening product adoption and usage amongst your career center partners

• Gathering, documenting, and sharing best practices on how university partners can better leverage the platform to drive student engagement

• Deeply learning and understanding the career services space (operations, structure, and metrics) 

• Consulting with university partners on their workflows to help them adapt their processes to the Handshake product and achieve student success

• Responding to detailed inquiries that require leveraging technical product knowledge combined with your strategic understanding of Handshake and our goals

Relationship Management

• Owning the core and executive relationships and ultimate success for a defined segment of university partners

• Effectively navigating a complex and nuanced set of relationships to build and maintain trust at scale

• Implementing the program of recurring and on-demand touchpoints with partners

• Transforming, deepening and leveraging relationships at varied levels with partners which may include developing collaborative programs, specialized meetups and tailored presentations upon request

• Maintaining acute awareness of staff make-up at partner schools and ability to assist with the transition of new team members

• 60-70% travel required: Conduct on-site visits with all partners and engage in strategic small group gatherings

Partner Success, Health, and Retention

• Ensuring successful implementation for all new partners and partner offices in your book of business. 

• Ensuring high and swift renewal rates. This may include the management of detailed contracts and security requests that are nuanced to each partner

• Tracking detailed subjective health assessments to pair with data-driven account health score.

• Collaborating with Handshake’s Product and Engineering Teams to ensure that customer needs are met in an efficient and timely manner. 

• Understanding trends with your accounts via data reporting and dashboards and taking appropriate actions to keep account health high

• Using Industry landscape, current HigherEd trends, historical relationship health and product to articulate/advice /suggest clear actions

Operations and Marketing

• • Helping scale, develop, document and peer-train on internal processes to support users & peers

  • Assisting with content creation for marketing collateral to university partners

  • Developing the relevant topic, format and audience attendance for targeted programming (meetups) for key Education partners

  • Leading tailored presentations for select stakeholders on all 3 sides of the business (students, career services and employers). 

Your experience

Overview: This role involves working with a strategic set of schools: building deep relationships and providing thought partnership and consultation in their utilization of Handshake. Additional desired qualifications include: Prior experience with the Handshake Product, commitment to travel 3-4 times per month to conduct onsites with partners and comfort with discomfort and an ability to devise creative solutions. 

• Deep understanding of the higher education landscape and in depth product knowledge

• Proven experience with SaaS and/or ability to quickly learn tech stack

• Experience building relationships with customers and navigating complex or difficult conversations

• Experience handling multiple simultaneous priorities

• Excellent communication skills and strong executive presence

• Ability to prioritize workload while maintaining high attention to detail

• Ability to internalize changing messaging and rapidly incorporate into customer convos

• Highly curious with “discovery” mindset 

• High degree of technical aptitude

• Ability to think critically and empathetically about the customer’s needs

• Add value to a team environment by demonstrating enthusiasm and a collaborative spirit 

• Adaptable to evolving business needs and willingness to contribute to process improvement 

• Analytical, methodical approach to identifying challenges and measuring impact

Bonus areas of expertise

• 4+ years of Career Services leadership experience

• 2+ years of in-depth experience with the Handshake platform

Compensation range

• $108,000 – $119,000