Senior Manager, Partner Relations

This is a fully remote position, open to applicants in California.

📋 Description

• Take ownership of the higher education market and manage the complete partner relationship for Bookshare and Bookshare Plus.

• Foster retention, ensure timely renewals, and drive activation and utilization growth within assigned institutional portfolios.

• Create and implement segment activation strategies aimed at transforming dormant and low-utilization accounts into active users.

• Oversee the relationship aspects of renewals, including outcome evaluations, evidence of utilization, value propositions, and institutional renewal intentions.

• Identify churn risks and implement documented saving strategies.

• Generate and qualify institutional interest in Bookshare Plus and other offerings from Benetech for transition to Sales.

• Build multi-faceted institutional relationships and maintain comprehensive account plans.

• Conduct structured business reviews that present utilization data, student impact, and actionable recommendations.

• Manage partner escalations to resolution alongside Customer Support, Product, and Engineering teams.

• Represent Benetech at educational, disability services, library, and accessibility conferences.

• Oversee partner-facing agreements and ensure compliance documentation is in order.

• Manage segment programs, encompassing program design, implementation, success metrics, reporting, and grant/project deliverables.

• Establish the growth roadmap for segment programs, incorporating improved tools, asynchronous delivery, and AI-assisted support.

• Manage, mentor, and develop direct reports as applicable, or provide guidance to junior staff and lead collaborative initiatives.

• Collaborate with Senior Managers and cross-functional teams, including Customer Support, Collection Development, Engineering, Marketing, and Digital Engagement.

• Maintain reporting on segment metrics and present updates to the Director of Partner Relations and organizational leadership.

⛳️ Requirements

• Bachelor’s degree in education, business, communication, or a related field.

• Minimum of 10 years of professional experience in relationship management, program management, outreach, or training.

• Proven experience managing institutional relationships over multiple years with demonstrated engagement, retention, or growth outcomes.

• Experience in facilitating or overseeing cohorts, small groups, training sessions, webinars, or seminars for professional audiences.

• Professional presence and credibility with senior stakeholders in institutions.

• Strong instincts for customer support along with exceptional verbal and written communication skills.

• Ability to manage distinct portfolios of work simultaneously.

• Excellent problem-solving abilities and capacity to juggle competing priorities and requests.

• Passion for promoting equitable access to accessible educational materials.

• Preferred: Master’s degree in education, business administration, disability studies, or a related discipline.

• Preferred: Experience in customer success, account management, or partner-facing roles within K-12, higher education, library, EdTech, or academic technology sectors.

• Preferred: Familiarity with institutional procurement cycles, consortium purchasing, and budget timelines.

• Preferred: Knowledge of assistive technology, accessibility standards, Title II of the ADA, Section 508, WCAG, and EPUB accessibility.

• Preferred: Working understanding of accessibility issues.

• Preferred: Familiarity with data privacy, student data, or vendor compliance agreements within an educational context.

• Preferred: Experience working with students or educators in Special Education or disability services.

• Preferred: Previous experience managing, mentoring, or informally leading program or account staff.

• Willingness to travel up to 20% as required.

🏝️ Benefits

• Fully remote work arrangement.

• Travel reimbursement or coverage for partner site visits, cohort meetings, conference representation, and necessary meetings.

• Reasonable accommodations provided for individuals with disabilities.