College Forward, an Austin, Texas based college access and college completion program, was established in 2003 with a single goal: to level the playing field for motivated, underserved students. We provide intensive mentoring for low-income and first-generation students whose education, without our services, would most likely end soon after high school. From an inaugural class of 30, by fall 2016 we will serve 7,600 students at 16 high schools and more than 120 colleges across the nation.
In 2011, College Forward built a custom student tracking database built on the [[http:Salesforce.com|Salesforce.com]] platform. After successfully launching the database – now named “CoPilot” – to 100 internal staff members, College Forward began the process of packaging its custom application for wide release on the Salesforce AppExchange. Moving into year three of app publication, College Forward has grown its client base from three organizations to over twenty of the leading nonprofits, colleges, and K-12 institutions in the country, indirectly serving over 150,000 students nationwide.
As a mission-driven nonprofit, we are passionate about ensuring cutting-edge technology is accessible for student success, and we believe CoPilot is by far the most advanced, comprehensive, and economical solution in the market today. Our vision is to replicate the College Forward experience by providing a cost-effective, best-in-class solution to other data-driven organizations in order to empower users to better serve students.
THE POSITION
College Forward seeks an ambitious, entrepreneurial, and creative Partner Experience Manager (PEM) to expand CoPilot’s reach, reinforce CoPilot’s value to clients, and ensure best-in-class customer support.
Reporting to the Partner Experience Director, the PEM will act as the primary point of contact for assigned clients and manage assigned accounts for the duration of the relationship. In addition, the PEM will maximize the lifetime value of each account by creating an exceptional customer experience and leading client on-boarding and implementation. The PEM will work closely with his/her CoPilot colleagues to explore, create, and refine new functionality that reinforces CoPilot’s value.
The ideal candidate will evince a passion for building solutions in the [[http:Salesforce.com|Salesforce.com]] environment; embrace an ambitious vision of social entrepreneurism in a fast-paced, start-up culture; and, above all else, work tirelessly to ensure partner satisfaction.
ESSENTIAL DUTIES AND RESPONSIBILITIES
Lead partner development efforts, monitor partner pipeline activities, assist in securing contracts, and transition clients to full CoPilot users
Make formal presentations and conduct CoPilot demos to various senior level audiences and external partners
Establish a long term relationship with clients that provides them with an exceptional experience and continued customer support
Maintain regular communication with clients and act as the main point of contact from initial demo through implementation and ongoing service delivery
Deliver personalized system administrator training for clients’ points of contact
Quickly analyze and document clients’ business processes and system requirements
Design and execute Salesforce customizations that meet short- and long-term client goals
Work closely with Executive Director and Partner Experience Director to ensure implementation timelines and expectations are communicated and met for each client
Recommend technical improvements and innovations that enhance the overall features and functions of the CoPilot app, including, but not limited to, workflow and automation, improved UI, and data visualization
Manage external Salesforce and business consultants and support vendor relationship(s)
ANCILLARY FUNCTIONS:
Understand the strategic, long-term goals of the organization and the roles Salesforce and other future technology solutions will play in achieving those goals
Host seasonal client engagement webinars to highlight new features and functionality
Participate in strategic planning conversations as CoPilot continues to scale
Assist with other projects as assigned.
WORK ENVIRONMENT
College Forward is a dynamic, progressive and youth-focused working environment. Responsibilities may frequently require an adjusted work schedule, evening/weekend hours, and/or travel in order to meet deadlines or satisfy program requirements.
MINIMUM QUALIFICATIONS
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. The PEM must also submit to and pass a comprehensive criminal background check before a final offer of employment can be made.
Entrepreneurial self-starter, able to work independently; enjoys creating and implementing new initiatives in a fast-paced working environment
Experience designing, developing, and implementing Salesforce solutions
Superb project management and process mapping skills
Exceptional interpersonal and relationship building skills
Superb written and verbal communication skills
EDUCATION and EXPERIENCE
This position requires at minimum a Baccalaureate degree.
1-2 years of Salesforce CRM experience
Salesforce System Administrator certification preferred
1-2 years of database implementations and project management experience.
Previous work experience working in the education, nonprofit, or technology industry highly preferred
Prior customer service experience in a SaaS company highly preferred.
Account management experience preferred.
PHYSICAL AND EMOTIONAL DEMANDS
While performing the duties of this job, the employee is regularly required to communicate with and present information to others and access information using a computer for several hours at a time. CoPilot staff are required to travel to state and national conferences 2-3 times per year.
The employee must be emotionally mature. Candidates must demonstrate an ability to solve practical problems and deal with frequently changing variables. The employee must demonstrate strong interpersonal and coaching skills.
The PEM must be a self-driven individual who can thrive and produce outstanding results with little supervision.
HOW TO APPLY FOR THIS POSITION
Please submit a resume and cover letter to: uvu@collegeforward.org by December 16th at midnight. Applications will not be accepted by post, fax, or delivery.
In your cover letter, please address these questions:
What is your interest in equal access to education?
What is your interest in this specific position?
What are your salary requirements? (Applications without salary requirements will not be considered.)