What we're looking for:
InStride is currently seeking a highly motivated and driven Sr. Corporate Partner Success Specialist to support the team developing partner relationships and growth strategy, delivering on annual targets and retention/impact objectives, identifying expansion opportunities and improving overall client happiness.
Successful candidates will achieve results through building trust and mutually beneficial, long-term relationships with their partners (focusing at the outset on signing and satisfying the operational needs of franchise operators and their employees from one large corporate partner) and working closely with cross-functional teams across InStride and our academic network. We seek people for this role who bring an eye for business strategy and consultative skills, account and customer success management experience along with a proven track record to achieve business results through partnerships. This position reports to the Senior Manager, Customer Success.
Skills we'd love to see you show off:
Customer prioritization:Customer-first mentality with a passion for building and nurturing lasting relationships both internally and externally
Strategic and operational judgment:Excellent independent judgment. Ability to consider and evaluate different courses of action, and make informed decisions in the best interests of the company
Creative problem solving:Creative problem-solver that can envision and articulate solutions to complex and evolving customer issues and identify opportunities for improvement
Communication expertise:Demonstrate outstanding interpersonal, verbal and written communication skills, with a consistently professional demeanor
Outcome-focused:Committed to results, combining with a bias for speed and action with a high level of analytic accuracy and attention to detail
How you will create impact:
Relationship Management:
Serve as the primary point of contact and account owner for franchise operators at one large corporate partner.
Provide your franchisee clients with valued partnership and thought leadership.
Develop and lead key client initiatives across your partner's organization and drive strategic engagement with them.
Work with Senior Manager, Partner Success on partnership goals including enrollment, retention, engagement and the overall health of the partner / InStride relationship.
Find opportunities for franchise operators to act as advocates (e.g. testimonials, case studies, interviews).
Track, analyze and communicate key success metrics to develop and execute against goals internally and with our franchisee partners.
Deliver and communicate return on investment for franchise operators throughout the customer lifecycle.
Operational Excellence:
Establish and lead a cadence of ongoing syncs with franchise operators. Support the delivery of regular business reviews with corporate partner leadership to evaluate success and align on upcoming opportunities.
Understand partner outcomes by communicating with franchise operators, analyze customer health metrics, run Net Promoter Score (NPS) surveys and gather other feedback.
Support the CPSM in providing up-to-date corporate partner information in Salesforce and other sources of documentation.
Build presentation materials for various internal and external meetings.
Learner Experience & Success:
Develop subject matter expertise on the end-to-end experience of our learners, identifying potential barriers, challenges and opportunities.
Collaborate cross-functionally to meet our business objectives and effectively coordinate with internal teams including marketing, product, academic partnerships, sales and support.
Collect and synthesize significant feedback to advise on decision-making and product strategy.
We are looking for someone who is not only technically skilled, but also enthusiastic about making a meaningful impact. If this description resonates with you, we're excited about the possibility of having you on our team. As a skills-driven employer, we encourage you to apply if there is a skill-fit.
