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Senior Relationship Manager

1 month ago

London, Greater London, United Kingdom Handshake Full time

At Handshake, we're committed to creating an inclusive culture built on respect for all individuals. We're seeking a Senior Relationship Manager to join our team and help us achieve our mission to help students fulfill their career dreams.

Your Impact

As a Senior Relationship Manager, you'll be responsible for ensuring our education partners are healthy, happy, and successful. You'll create repeatable and reusable tactics for driving engagement across our university partners' teams.

Your Role

  • Relationship Management - You'll own the core and executive relationships for our key strategic partners, taking a proactive approach to understand their current state and helping them achieve their goals through Handshake.
  • Renewals and Expansions - You'll build trust and advocacy with partners, driving retention and expansion through internal and external planning.
  • Owning Customer Journey - You'll act as the main point of contact for your partners, accountable for the entire partner lifecycle from onboarding to adoption and optimization.
  • Internal Collaboration - You'll communicate key updates to the team, secure opportunities for success stories, and collaborate with sales and product teams for effective partnership differentiation.
  • Product Knowledge - You'll demonstrate a deep understanding of the Handshake product, consulting with best practices and learnings from managing university partners.
  • Product Adoption and Best Practices - You'll expand and deepen product adoption, creating strong action plans with university partners on leveraging our platform to drive student and employer engagement.
  • Partner Success, Health, and Retention - You'll track subjective health assessments and collaborate with Handshake's Product Teams to address partner needs promptly.
  • Ownership of a Region - You'll act as the primary liaison between the company and partners in that region, providing crucial insights to internal teams.
  • Mentorship - You'll provide coaching and guidance to junior colleagues, acting as a role model to the team.
  • Customer On-sites - You'll travel to universities, running partner on-sites to hold key milestone meetings and build relationships with the wider team.

Your Experience

  • You'll have 5+ years of experience as a Customer Success professional, finding satisfaction in helping partners achieve their goals and helping your team grow.
  • You'll have proven experience with SaaS, with a bonus if you know the startup space and can pre-empt bumps in the road ahead as we scale.
  • You'll be an excellent communicator, with written and verbal skills, and experience running presentations to key decision-makers.
  • You'll thrive in high-pressure situations and fast growth, with the ability to build repeatable, scalable processes.
  • You'll be confident with data reporting and analyzing to tell stories and spot trends.
  • You'll be highly curious, with a high level of intellectual curiosity, seeing opportunities and acting on them.
  • You'll think critically and empathetically about the customer's needs.
  • You'll add value to a team environment by demonstrating enthusiasm and a collaborative spirit.
  • You'll be adaptable to evolving business needs and willing to contribute to process improvement.
  • You'll be fluent in written and spoken French and English, with German being a big plus.