Partner Success Manager

DEPT: FULLER EQUIP
HOURS: 40 PER WEEK
FT/PT/TEMP: FULL-TIME
EXEMPT STATUS: NON-EXEMPT
LOCATION: PASADENA, CA (FULL OR PARTIAL REMOTE CONSIDERED)

REPORTS TO: OPERATIONS MANAGER

Brief Description and Background:

Fuller’s mission is to provide indispensable formational education to diverse Christian leaders everywhere. FULLER Equip’s strategy to accomplish this mission is to empower leaders at scale through premier digital, research-based, formational experiences that catalyze demonstrable Kingdom impact.

The Partner Success Manager will support the success of FULLER Equip’s external Partners, Fuller’s Centers, and users. This role will establish strong external and internal relationships, develop a thorough understanding of customers’ needs, and collaborate with various Equip teams to deliver maximum product value and a strong user experience.

Essential Functions:

• Establish and maintain high-trust customer relationships for key Partners and Centers, serving as the primary point of contact throughout the customer lifecycle.
• Work to understand customer needs and help them achieve their objectives through solutions Equip can provide.
• Support project management for key Partner and Center content development projects, tracking progress to ensure expectations are met and will be delivered on time.
• Actively communicate progress and key milestones to clients and key stakeholders.
• Create clear written and visual communication for Partners, Centers, and individual users registering for Equip courses, certificates, and cohorts, and collaborate with the Product Team to update web pages and identify areas for technical improvements.
• Ensure clear and visually appealing email communication to users throughout onboarding and registration processes.
• Capture, track, and help deliver solutions for common issues in customer service, including creating HelpDesk articles.
• Ensure that Fuller’s values for diversity, equity, inclusion and justice are integrated in all Partner and project-related procedures and processes.
• Participate in client conversations as needed to manage relevant expectations and collaborate with Product Team on technical delivery and oversight to deliver on project and client needs
• Regularly check in with clients to make sure they are using and experiencing value from Equip resources, collaborating with the National Director of Partnerships to establish new opportunities to be of service.
• As needed, lead customer training sessions as part of onboarding and ongoing product adoption.

Knowledge and Skills Required:

• 3 - 5 years’ proven experience in a customer-facing client success position.
• Strong ability to form and maintain relationships, characterized by a thorough understanding of customer needs and empathy for customer pain points.
• Ability to develop strong product knowledge of Equip’s offerings and the overall online training industry, guiding customers in getting the most out of their product and Equip’s resources.
• A love for teamwork and an ability to work across different internal groups to improve the customer’s experience.
• Ability to track project details and hold deadlines.
• Self-starter and proactive problem solver.
• Demonstrated experience in communicating and collaborating with a diverse client base.
• Strong computer skills, with competence in Microsoft Word, Excel, PowerPoint, Keynote, Gmail, Google docs, Google calendar, Google Analytics, Excel/Google Sheets, metrics dashboards, and an aptitude for working with software products and understanding of website user journeys.
• Bachelor’s degree in Communication, Business, or related field

Additional Remarks:

• Remote work is subject to payroll state approval by Fuller Theological Seminary
• Please include a cover letter detailing why you are interested in this position

Pay Scale:

Fuller Theological Seminary is an Equal Employment Opportunity/Affirmative Action employer. To the extent required by law, all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability, or protected Veteran status. As a religious institution, Fuller Theological Seminary is permitted and reserves the right to prefer employees or prospective employees for certain positions on the basis of religion. All positions must agree to Fuller's Community Standards for conduct, and certain positions must fully accept Fuller's Statement of Faith. Women and minorities strongly encouraged to apply.