Partner & Volunteer Success Specialist

We are looking for a highly skilled Partner & Volunteer Success Specialist to support our partner implementation operations. As a key member of the Partner and Volunteer Success team, you will be responsible for executing a strategy that cements and advances Career Connect’s customer-first culture by supporting Career Connect’s user-base of industry admin/volunteers. You will support all aspects of the partner success function (from kick-off to renewal), driving innovation, operational excellence, and world-class service that fosters partner loyalty and strengthens the Career Connect brand.

 In This Role You Will:

 Partner Success/Account Management
 • Manage and monitor Career Connect usage at the (classroom-visit) request level, ensuring that requests get filled and volunteers feel empowered, enabled and engaged to use the platform to regularly connect with classrooms
 • Manage the queue of inbound customer support tickets and ensure a rapid response rate. Surface common questions/issues to the team
 • Build strong relationships with volunteers through regular communication, feedback loops, and recognition pushes
 • Act as the main point of contact for volunteers, addressing questions, concerns, and providing ongoing support
 • Troubleshoot challenges faced by volunteers and work with internal teams to resolve them
 • Ensure that all user interactions are handled with care and professionalism. Take ownership of the overall customer support experience, continuously monitoring platform activity and feedback and working with the PVS Director to drive improvements to enhance satisfaction and retention
 • Monitor and pull together user stories and impact metrics to share with partner admin during key milestones in their calendar (Quarterly, ESG Reporting, End of Year)
 Cross-Team Collaboration
 • Monitor key performance indicators (KPIs) such as, request fulfillment rate, repeat usage, renewal rate (ARR), and net promoter scores (NPS) as well as OKR’s (Objectives and Key Results) and share learnings with the Product Marketing team to solution strategies for user stim
 • Work with research to monitor volunteer survey applications on a weekly basis and submit for background checks. Invite new volunteers to corresponding organization once background checks are completed
 Revenue growth and retention:
 • Understand the renewal cycle and seasonality of career connect partners and work with the Director of PVS to gather key data points and insights to help support partner retention
 Core Competencies for Success:
 • Strong communication and interpersonal skills
 • Ability to build and maintain relationships
 • Analytical skills to track and report on partner performance
 • Problem-solving skills to address partner issues effectively
 • Ability to work collaboratively with cross-functional teams
 Credentials and Experience:
 • 1-3 years of experience in a customer-facing role, preferably in an EdTech and/or SaaS environment
 • Experience in partner management, customer success, or sales is a plus
 • Legal right to work in the United States

 This role is designed to be hybrid in our Charlotte, NC, headquarters.

 At Discovery Education, we are fulfilling our mission of preparing learners for tomorrow by creating innovative classrooms connected to today's world.

 Serving more than 4.5 million educators and 45 million students, available in approximately half of U.S. classrooms and primary schools in the UK, and more than 140 countries around the globe; we are on a journey to transform teaching and learning though innovative partnerships with school districts, states, ministries of education, and other like-minded organizations.

 We have built an award-winning and highly reputable organization because of talented and driven people who work together to accelerate student achievement by tapping into students' natural curiosity and desire to learn by capturing their minds and imagination through the fascination of Discovery.

 Why Join Discovery Education?

 Discovery Education believes empowering each team member is vital to cultivating high performing, highly engaged teams. Being a part of our team means we partner together to achieve mutual goals. To this end, Discovery Education offers a robust and comprehensive insurance package. You can find a complete listing on our Career Page.

 Along with traditional insurance offerings, our inclusive offerings center around:
 
 • Career Development Ownership - Be the driver of your success!
 • Continuing Education AND Tuition Reimbursement Programs
 • Mentorship program and collaboration with veteran leaders
 • Constant opportunities for cross-functional training and skill building
 • Uncapped career growth

 Team Member Wellness – When you feel great, you do great work!
 
 • Leave for life’s moments including 7 recognized holidays
 • Take PTO without the vacation guilt
 • Up to 12 weeks of Paid Parental Leave
 • Annual Winter Holiday Break (typically the last week of December)

 This opportunity is perfect for people interested in joining a high-performing, collaborative team, who enjoy a dynamic industry, and are excited about high-impact, project-based work.

 Inspired? We would love the opportunity to review your candidacy! Select the blue “Apply Now” button at the bottom left of the screen to begin your application.

 Discovery Education is an equal opportunity employer. Discovery Education is committed to being an employer of choice, not just a good place to work, but a great and inclusive place to work. To that end, we strive to recruit and maintain a workforce that meaningfully represents the communities we serve. Qualified applicants will receive consideration for employment without regard to their race, color, religion, national origin, sex, sexual orientation, gender, protected veteran status or disabled status, or genetic information.