Manager, Partner Success

Job description

ApplyBoard simplifies the study abroad application process by connecting international students, international student advisors, and educational institutions on one personalized platform. For more than a decade, ApplyBoard's team members have been dedicated to breaking down barriers to international education, while thriving at a company that invests in their career growth. Our six core values guide us in our mission to educate the world, and are the foundation of our company culture. As an organization built on diversity, our team members are representative of the students we support. The Opportunity: The Manager, Partner Success plays a critical role at the intersection of ApplyBoard and its partner institutions, acting as the key liaison between school admissions teams and ApplyBoard’s Customer Experience, Product, and Sales teams. This role is responsible for effectively communicating partner requirements, procedures, and expectations to internal stakeholders, ensuring seamless alignment and execution across departments. As the primary point of contact for a portfolio of partner institutions, the Manager, Partner Success builds and maintains strong, strategic relationships that drive mutual growth. They take a proactive approach to understanding partner goals, aligning on shared priorities, and fostering open, transparent communication to build trust and support long-term success. This leader oversees a dedicated processing team and is accountable for both internal service levels and external enrollment and conversion targets. They are recognized as the in-house expert and go-to resource for all aspects of their assigned institutions, including process management, strategic planning, technology integration, and operational execution. Driven by a passion for partner success and business growth, the Manager is results-oriented and continuously seeks opportunities to optimize strategies and improve efficiency. Their leadership ensures that both partner needs and ApplyBoard’s goals are met with excellence. What you’ll be doing every day: 1. Leadership, Performance & KPIs: Achieve and exceed Partner and Business Unit Enrollment targets Ensure the team meets Performance KPIs on a team and individual basis Monitor and report on key operational KPIs related to school and sales performance Monitor rejections and cancellations to meet or exceed targets Monitor training completion and manage underperformance as needed Collaborate closely with team members on daily tasks and projects, offering assistance, guidance, and mentorship where needed. Take ownership of task delegation within the team, ensuring deadlines are met. Maintain strong communication across the team, ensuring alignment with goals,priorities, and timelines. Monitor automation-related manual tasks and ensure they are being completed in a timely manner. 2. School Relationship, Application & Admissions Management: Own the full funnel journey of applications from evaluations to submission and enrolment, for assigned schools Act as the single point of contact for all admission-related matters for the designated schools. Develop impactful relationships with Partners and maintain an Account Management plan Ensure consistent follow-ups on applications based on each school’s preferred cadence and communication style Lead new school onboarding: gather requirements, open dates, conduct pre-onboarding research, and participate in kickoff calls Support the team by clarifying requirements and implementing any changes specific to each school Complete school information research on content and requirements, and share the findings with the implementation team on the Knowledge Team Ensure daily/frequent Intake System updates are updated to match the school's open and closed dates Be the final escalation point to ensure A+ service quality is maintained across all partner interactions Stay up to date on Partner information, industry trends, and government-related strategy 3. Process Improvement & Documentation: Continuously experiment and optimize the application process to improve conversion and processing time Source and implement all the latest Partner information within AB systems and tools (Requirements, Intakes, Partner and Program content, Fees, Process steps, etc.) Work and collaborate with the Knowledge Management Team to update ApplyAssist articles and create ideas to increase traffic through Assist to the platform Work with PROM on updating existing processes that require optimization Track and monitor the success rate of automation tools; identify areas for improvement and work with relevant teams to implement enhancements. 4. Internal Support & Ticket Resolution Address Support/Knowledge Team tickets triaged to the team and ensure quick and complete resolution Collaborate with Customer Support on Irregularities and compliance issues both from our school partners and recruitment partners Engage regularly with the Sales team to understand the customer experience and opportunities and help to set expectations to ensure smooth overall operations and customer experience What You Bring to the Table: Minimum Associate's Degree (Bachelor's Degree preferred) 3-4 years of experience in customer experience or account management 1+ years of experience in a people management role preferred Strong operational ownership ability Solid data analysis skills to identify areas of concern and opportunities to support informed decisions Ability to lead cross-functional teams toward common enrollment goals. Skilled in relationship management, process optimization, and performance coaching. High attention to detail, especially in fraud detection and quality assurance. Team leadership, coaching, and mentoring abilities Familiarity with performance dashboards, Jira, and reporting systems Excellent adaptability to work under pressure in a fast-paced and demanding environment, deliver work with high quality, and meet tight deadlines Excellent interpersonal skills and verbal and written communication skills Ability to work independently and as part of a team Ability to collaborate with internal teams and external partners Ability to work flexible hours to support global operations and stakeholder needs.. About ApplyBoard ApplyBoard empowers students around the world to access international education. Our global team leverages cutting-edge technology to build innovative tools and share sector insights that support our network of international students and 1,500+ partner institutions. We've helped more than 1,300,000 students from over 180 countries with their study abroad journey so far, and we're just getting started. Ready to join us? We're grateful for your interest in joining the ApplyBoard team. However, only select applicants will be contacted for an interview. We may use artificial intelligence tools to support the hiring process, potentially while reviewing applications, analyzing resumes, or assessing applicant responses. These tools don't replace human judgment, and final hiring decisions are made by our team members. If you'd like more information about how your data is processed, please contact us. ApplyBoard welcomes applications from people with disabilities. Accommodations are available upon request for candidates in all aspects of the hiring and selection process.