Our mission is to democratize opportunity for students everywhere. We believe that every student should have an equal opportunity to build a meaningful career regardless of where they go to school, what they major in, or who they know. The Handshake community includes 14 million students and young alumni at more than 700 universities. We connect talent from across all 50 states with over 300,000 employers recruiting on Handshake - from every Fortune 500 company to thousands of local mom and pop shops, nonprofits, startups, and more.

We welcome all people. We celebrate diversity of all kinds and are committed to creating an inclusive culture built on a foundation of respect for all individuals. We seek to hire, develop and retain talented people from all backgrounds. Individuals from non-traditional backgrounds, historically marginalized or underrepresented groups strongly encouraged to apply.

If you are not sure that you’re 100% qualified, but up for the challenge - we want you to apply.

What does a University Success Manager do at Handshake?

As a Success Manager, you'll partner with our strategic, top 500 University Partnership Managers to ensure the operational success of our career center partners. You will be directly responsible for the successful implementation of any school joining the Handshake network in 2018 through effective project management and training.

You will create repeatable and reusable tactics for growing and sustaining the university partnership management pillar, which could include everything from webinars, to operational NPS analysis, to email outreach and beyond. You'll channel voice of customer both quantitatively and qualitatively to rally the necessary people to drive change and highlight success.

You'll report to the Manager of University Success, working closely with the University Partnership Managers, sales, university customer support, product management, and data analytics to make improvements constantly within and across accounts. Through these cross-functional efforts you’ll achieve world-class customer satisfaction, generate case studies, and drive our business through referable customers and renewals.

Here are some projects we’re excited for you to work on at Handshake

  • Collaborate across the Handshake organization to ensure that customer needs are met in an efficient and timely manner
  • Drive increasing operational NPS amongst your career center partners
  • Leverage Gainsight to implement and define the program of recurring and on-demand touchpoints with customers
  • Expand product usage amongst your career center partners
  • Coordinate and collaborate with the University Partnership Manager to ensure high renewal rates
  • Execute implementation and trainings with your university partners
  • Understand trends with your accounts via data reporting and dashboards and take appropriate actions to keep account health high
  • Scale internal processes to support our growing career center user base
  • Synthesize voice of customer from qualitative and quantitative feedback, share with leadership and cross-functional partners
  • Empower the University Partnership Manager with effective information and context for successful Quarterly Business Reviews
  • Provide and maintain analytics to demonstrate account health for your designated book of business
  • Assist with content creation for marketing collateral to university partners
  • Collaborate across the Handshake organization to ensure that customer needs are met in an efficient and timely manner

What qualities are we looking for?

  • 2+ years managing account relationships at a fast-paced tech company
  • Exceptionally data-driven: analytical, methodical approach to identifying challenges and measuring impact
  • Evangelist for innovation: you love finding and creating new approaches, validating them, and driving adoption of across an entire ecosystem
  • Ability to think systematically: identify and build infrastructure, processes, and tools to drive efficiency and streamlined operations
  • Grit: you’re a do-er, have a strong work ethic, and a bias towards action
  • Experience with Zendesk, Jira or other SaaS support tools. Technical background is a plus!
  • Passion for the problem: helping launch careers and grow companies by making the best matches between companies and new graduates
  • Empathy: exceptional EQ with a strong sense of empathy with team members and customers
  • Communication: excellent verbal and written communication skills with a clear ability to communicate complex topics with simple language

Benefits

  • Stock: Sizable ownership in a fast-growing company.
  • Family Focus: Parental leave (12 weeks maternity / 4 weeks paternity), and flexibility for families.
  • Time Off: Flexible vacation policy to encourage people to get out and see the world.
  • Healthcare: World-class medical, dental, and vision policies.
  • Goodies: Hardware and software to get the job done.
  • Team Fun: Regularly scheduled events, sports, game nights, book clubs.
  • Learning: Sponsorship of meetup and conference attendance.
  • Great team: Working with fun, hard working, nice people committed to making a difference!
  • ...And much more!

We value diversity of all kinds, and are committed to building a diverse and inclusive workplace where we learn from each other. We are an equal opportunity employer and welcome people of all different backgrounds, experiences, abilities and perspectives.

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