Associate Partner Success Manager (Remote)
Mentor Collective
Remote
Posted on Saturday, March 23, 2024
About the Company:
Join a mission-driven company that is also a BuiltIn Best Place to Work (BPTW)! In 2024 alone Mentor Collective won: the #5 Best Startup to Work for in Boston, #13 Best Remote Startup to Work for in the Nation, the #33 Best Startup to Work for in the Nation, the #45 Best Remote Company to Work for in Boston (of any size), and the #71 Best Remote Company to Work for in the Nation (of any size).
We have also been recognized on the Inc. 5000 list since 2020 with a 253% 3-Year Growth as well as winning the Inc. Regionals in 2022 & 2023. Check out why we are a BPTW and learn more about our culture here.
Mentor Collective has delivered 700+ unique mentorship programs, established 180+ institutional partnerships, and formed 160,000+ mentoring relationships through expert-led research, services, and technology. As an impact-first investment of the Lumina Foundation, Mentor Collective partners with forward-thinking institutions that are committed to equity, inclusion, and relationship-centered education.
About the role:
As an Associate Partner Success Manager, you are responsible for managing partners and programs during employee leaves, transitions, and PTO, as well as providing ongoing operations support for all programs. You will leverage your skills and knowledge to ensure continuity of partner support through project management, meeting facilitation, and detailed documentation. You will be expected to contribute to partner success, onboarding and/or program operations and will flex your responsibilities as needed.
This position will report to the Director of Partner Success.
These responsibilities are both external (with our partners) and internal (navigating programs and systems):
Responsibilities:
- Program Management Responsibilities:
- Monitor key program health indicators, such as opt-in rates, engagement, and satisfaction rates, so that you can implement interventions that will improve program performance and enhance value for students and university partners
- Project manage mentorship programs in a variety of cycles/stages dependent on the time of assignment
- Implement Mentor Collective with New Partners including facilitating goal setting, onboarding of the platform and monitoring of project stages, as needed
- Manage, predict, and escalate risk to customer renewal, problem-solving autonomously and collaboratively with other stakeholders at Mentor Collective
- Facilitate meetings and trainings with partners to make program decisions, provide updates, educate point-people, and problem-solve obstacles
- Work collaboratively with Partner Development Directors, Partner Success Leadership, and Program Operations team members
- Document project plans, meeting notes, and insights in Mentor Collective systems; ensure continuity of internal communication
- Strategize and operationalize repeatable team-wide OOO processes to be implemented even during own PTO
- Program Operations or special projects as needed and if/when flex assignments are lower could include but is not limited to:
- Set up programs in Mentor Collective’s back-end and configure the program, according to partner specifications
- Match mentors and mentees in impactful mentorship relationships using our proprietary tools
- Implement program interventions to maximize mentorships created, as well as participant engagement and satisfaction
Example goals/KPIs include:
- Maintain or increase Partner Satisfaction as measured through metrics such as NPS for temporarily assigned programs
- Maintain target program timeline execution for temporarily assigned programs
- Support Program Operations team in decreasing time to value for partners
Job Requirements:
- Experience in Customer success or onboarding role for 12 months or more
- Excels in a dynamic, changing environment and can adapt to new priorities
- Project management experience and skills; demonstrated history of strong organizational skills and attention to detail across multiple simultaneous projects
- High accountability and the ability to prioritize deadlines in a fast-paced environment
- Strong written and verbal communication skills
- The ability to quickly and independently build product and process knowledge through problem-solving and adapt understanding to new changes
- Customer service orientation and ability to quickly build rapport with customers
- At least 75% of your workday overlaps with the Easter Time Zone.
- U.S. work authorization required
Preferred Qualifications:
- Experience working in a startup environment and navigating ambiguity
- Experience in higher education, either at a school or in a related field including student leadership and/or other campus leadership
- Customer service experience
- Prior full-time remote experience
- Experience with tools in the Mentor Collective stack, such as Salesforce, project management tools, Gainsight, Google Suite, Guru, and Slack
Benefits:
- 100% remote company
- 5 Medical plans - all PPO plans
- 1 Medical plan option is 100% employer-covered (employee-only tier)
- 5 Dental/Vision plans
- HSA, FSA, Dependent FSA options
- Annual travel benefits to seek out-of-state care from specialists for reproductive and gender-affirming care
- One year covered for Talkspace mental health therapy
- One Medical membership covered 100%
- Flexible PTO with a minimum requirement for employees
- 12 Company holidays
- Company-wide 'winter break' between Christmas & New Year each year
- 401k benefits
- Stipend for WFH office setup
- Flexible work schedule, ability to work remotely while traveling
You are Welcome!
Mentor Collective welcomes any and all people, embracing their age, race, gender identity, sexual orientation and expression, physical or mental ability, ethnicity, nationality, culture, religion, and perspective. We want to create an inclusive and equitable work environment that reflects the very students and universities we serve.
We are an equal opportunity employer and value diversity at our company. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.