Partner Success Specialist

Job description

Partner Success Specialist - Position can be located in Maryland or Texas
Mission
Dwyer Workforce Development's (DWD) mission is to provide comprehensive support to individuals who lack opportunity and aspire to pursue a career in the healthcare industry, alleviating a severe healthcare workforce shortage, and improving the lives of seniors and the community.
Our Values
At Dwyer Workforce Development, how we work matters as much as what we achieve. Every team member is expected to operate in alignment with our core values:
• Integrity-doing the right thing even if no one is looking
• Empathy-action ruled compassion.
• Ingenuity-big ideas and solutions
• Accountability-ownership in every action
• Collaboration-the power of we over me


Position Summary
The Partner Success Specialist is responsible for ensuring partner satisfaction, retention, and operational readiness across the Partner lifecycle by providing responsive support, proactive engagement, and structured enablement.
This is a Partner-facing and outcomes-focused role that blends relationship support with day-to-day issue resolution. The Partner Success Specialist serves as the primary contact for mid-market partners, ensuring they are supported from onboarding through ongoing engagement. The role includes managing Partner questions and escalations, coordinating internal support, reinforcing adoption of DWD processes, and documenting Partner needs and outcomes to support a consistent, high-quality partner experience throughout the Scholar Journey Model.

Position Responsibilities
Partner Support and Issue Resolution
• Serve as the primary support contact for a portfolio of Partners.
• Respond to Partner inquiries; troubleshoot common issues and escalate complex issues to the appropriate internal teams.
• Track open issues to resolution; communicate status updates and next steps to Partners in a timely, professional manner.

Partner Onboarding and Enablement
• Support Partner onboarding by coordinating kickoff needs, access, resources, and training materials.
• Ensure Partners meet DWD readiness standards from Day 1, including required processes and documentation.
• Reinforce Partner understanding of key workflows, timelines, and expectations across the Scholar Journey Model.

Partner Engagement and Relationship Management
• Conduct regular partner check-ins to monitor satisfaction, identify risks, and support adoption.
• Maintain consistent Partner communication cadence, including follow-ups after support interactions and key milestones.
• Capture Partner feedback, barriers, and needs; communicate themes and recommendations to internal stakeholders.

Partner Health Monitoring and Retention Support
• Monitor Partner engagement signals and support trends; flag early risks and recommend corrective actions.
• Support retention by reinforcing best practices, identifying workflow gaps, and coordinating internal support for at-risk Partners.
• Contribute to renewal readiness by maintaining accurate records of Partner activity, outcomes, and support history.

Documentation and Operational Coordination
• Document Partner interactions, support requests, outcomes, and action items in the CRM and/or designated systems.
• Maintain organized Partner files and artifacts by lifecycle phase (onboarding, active engagement, expansion).
• Support process consistency by using templates, checklists, and SOPs; propose improvements when gaps are identified.

Cross-Departmental Collaboration
• Coordinate internal handoffs and follow-ups to ensure partners receive aligned support across departments.
• Partner with operations and program teams to ensure Partner requests are handled accurately and efficiently.
• Support scheduling and logistics for partner meetings (as needed), including agendas, notes, and action item follow-through.

Professional Development and Strategic Growth
• Shadow Senior Partner Success team members to build relationship management and conflict-resolution skills.
• Complete required training modules and participate in continuous learning opportunities.
• Contribute to team knowledge-sharing through documentation of common partner issues, solutions, and best practices.

Licensure / Certification / Registration
• Valid Driver's License and regular access to a vehicle required.


Qualifications
• High school diploma or GED required, Associate's or Bachelor's in business, communications, human services, healthcare administration, or related field preferred.
• 2-4 years of experience in customer support, customer success, account management, partner support, or a related role (internships and volunteer experience count).
• Familiarity with CRMs or databases and comfort working with spreadsheets and data.
• Strong attention to detail, organization, and documentation skills (SOPs, checklists, and process notes).
• Strong problem-solving skills with the ability to assess issues, identify root causes, and implement or coordinate effective solutions.
• Strong customer service skills, including professionalism, empathy, and the ability to de-escalate concerns while maintaining partner trust.
• Basic technical aptitude and willingness to learn new systems; able to troubleshoot common issues and escalate when needed.
• Excellent written and verbal communication.
• Ability to manage multiple tasks, meet deadlines, and follow through on commitments.
• Comfort working with multiple departments and following established processes; takes feedback well and asks questions when unsure.
• Ability to travel as needed.

Equal Employment Opportunity: Dwyer Workforce Development is an Equal Opportunity (EEO) employer. It is the policy of the Company to provide equal employment opportunities to all qualified applicants without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, protected veteran or disabled status, or genetic information.

Work Authorization / Sponsorship: Must be eligible to work in the U.S. without Sponsorship.