Work as a Partner Manager in London
Partner Manager - South West
The South West Partner Manager (SSU/LA) will serve as the responsible lead for managing a range of SIMS Support Units (SSUs) and Local Authorities (the latter where the LA may be influential) and be a key contributor to customer retention, improved product utilisation and growth success including contract extension within a defined territory consisting of MATs and schools.
Directly responsible for SSU and LA engagement aligned with agreed strategic and commercial goals, you will work closely in a coordinated manner with the Territory Manager, Sales Account Managers and Customer Success Managers within your territory. This is to ensure that customers derive maximum value from our products and services via their SIMS Support Unit and Local Authority. You will proactively engage with your assigned SSUs and LAs to understand and influence their strategy to build/reinforce the need for ESS, ParentPay Group and associated partner products and services.
You will work closely with your assigned SSUs to monitor, manage and positively influence their performance to meets their obligation as set out in their SSU Agreement which underpins our customers needs and our strategic and commercials goals.
You will be required to prepare and deliver effective engagements and meetings including presentations to stakeholders at all levels of the partner organisation and its customers. You will maintain live tracker view of SSU and LA partner sentiment, product adoption as well as a cadenced engagement programme to ensure all SSUs are deriving success. You will be required to plan for high levels of engagement through direct in-person meetings, virtual meetings, webinars and digital content.
Key Responsibilities
As part of a South West territory team provide coordinated, high-quality partner management of assigned SSUs and LAs within a defined territory, against defined success criteria.
Drive customer retention, contract renewals, upsells and satisfaction via SSUs and LAs.
Robust and thorough territory and activity planning.
Work closely with Territory Manager, Sales Account Manager and Customer Success Managers, Marketing and others on day-to-day activity including driving user excellence and product adoption in the customer base, campaign definition and set-up, troubleshooting and growth.
Work closely with Helpdesk and Product development teams to determine root causes for customer success or failure and drive requirements for product or process enhancement and development as needed.
Partner with internal cross-functional teams to understand customer goals and key performance metrics and exceed those goals throughout campaigns.
Leverage IT systems, processes, tools and quantitative data to manage engagement campaigns to success with high levels of SSU, LA and customer satisfaction and renewal.
Manage SSU, LA and customer activity with CRM tools for maximum efficiency and visibility, with carefully executed follow-up to closure on open issues.
Adhere to established processes and workflows as directed.
Provide input on new processes and workflows as requested.
Focus on ensuring we maintain superior customer service levels, operational excellence and strategic insight.
Lead and be responsible for one or more key areas of focus across the Partner Manager team, where assigned.
Skills, Knowledge and Expertise
Evidence of driving and achieving measurable progress against our strategic and commercial goals via your assigned SSUs and LAs, as agreed, including:
ensuring and maintaining high levels of SSU/LA partner commitment and loyalty
adoption and growth of use of new SIMS Next Gen and Finance Next Gen software
reduced customer churn
increased renewal of customers under new long-term contracts
increased adoption of SIMS Connected
increased use and up-sale of ESS, ParentPay Group and 3rd Party products.
managing SSU/LA partner satisfaction
reduced appetite for LAs to return to central contracts.
About ParentPay Group
ParentPay Group brings together eleven brands that drive development in EdTech. As Europe's largest EdTech provider, we help primary and secondary schools streamline their cashless payments, improve their parent engagement, safely manage meals and securely store their data. Fundamentally, we create time for learning.
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