Partnership Relationship Manager

Description

Partnership Relationship Manager

Ely, MN

Description

POSITION SUMMARY & IMPACT

Voyageur Outward Bound School (VOBS) has changed lives through challenge and discovery since 1964. VOBS is one of nine not-for-profit Outward-Bound Schools nationwide, helping youth and adults discover belonging, strength, and purpose through hands-on wilderness and near-wilderness experiences. Today, VOBS delivers programs at two locations: Homeplace in Ely, MN and Twin Cities Center in Saint Paul, MN.

VOBS is a charter of Outward-Bound USA, the leading provider of experiential and outdoor education for youth and adults. Each year, VOBS delivers life-changing programs for thousands of students in Minnesota and beyond. Our vision is more compassionate and resilient people, for a more compassionate and resilient world.

Voyageur Outward Bound School values compassion, integrity, excellence, inclusion, and safety. VOBS is committed to improving Diversity, Equity and Inclusion (DEI), and our organization works internally to strengthen DEI in our operations and in our program delivery.

This role services life cycle of partner program customer service, from sales to program debrief, to maximize satisfaction and enrollment for revenue; this is a customer service execution and process management role. The Manager is responsible for supporting partnership clients; manages partnership student enrollment, maximizing service in support of VOBS revenue goals and business development. The Partnership Manager coordinates with program teams for planning and delivery, student enrollment and program debrief. This role executes all functions in accordance with Partnership and Student Services goals and best practices. This position plays a key leadership role within the Student Services department.

ESSENTIAL DUTIES AND RESPONSIBILITIES

Customer Service & Program Team Support

Pre-Program

• Manage the partnership customer service lifecycle
• Create and update CRM partnership accounts, opportunities, and course records
• Support the contract process for partnership programs in collaboration with the Director of Partnership and Program Revenue
• Provide friendly, relevant, responsive, knowledgeable, and confident customer service for Community Program partner organizations, students, and families, as well as students enrolling on Open Enrollment courses as assigned
• Effectively manage time and tasks across systems, apps, and platforms for efficient and timely customer service; key systems, apps, and platforms include Salesforce, course web pages, Safety and Information databases, Calendly, Gmail suite, and Microsoft suite
• Conduct active listening with community stakeholders including partners, students, and families, and execute customer service with a student-centered approach for relevant and effective enrollment for program success and impact
• Identify opportunities to deepen partner, family, and student relationships to build community and confidence to maximize student enrollment.
• Execute accurate data entry in accordance with VOBS enrollment procedures
• Create, update and disseminate partnership course information web pages for partner staff, student, and family audiences
• Assemble accurate and complete information on each student for Program prior to course planning. Brief Program on relevant and necessary partner or student information (medical, dietary, cultural, historical) pre-course
• Coordinate and facilitate initial program planning meetings with partners and VOBS Program staff to orient partners to Admissions’ requirements and next steps
• Coordinate and facilitate in-person or virtual student/family enrollment events, engaging students and families to share information and generate interest and confidence to maximize enrollment

During Program

• Coordinate with Program to address emergent partner needs and exercise judgement to internally elevate to Directors as needed
• Identify opportunities for and conduct strategic partner site and field visits to gather student experience collateral (photos and testimonials) as needed

Post-Program

• Responsible for managing post-program customer service in support of Program, Student services, and partners to maximize client retention and program quality
• Reconcile invoices and track payment with VOBS Accounting
• Gather, organize, distribute partner program impact materials; organize and plan internal & external debriefs for partnership programs with key stakeholders
• Schedule and facilitate internal post-program debrief with Program
• Schedule and facilitate external partner debrief with Program & partner
• Manage partner student program data and reporting for reports and grants; serve as in-house student data management resource for VOBS CRM management and consulting

Student Enrollment & Medical Screening

• Conduct initial assessment of student medical, psychological, behavioral, and motivational readiness for Outward Bound programming using VOBS assessment guidelines and screening tools
• Conduct follow-up with students, parents, doctors, and/or therapists to gather additional information as needed to further assess each applicant’s readiness for Outward Bound programming
• Consult with Director of Student Services and Outward Bound’s consulting physicians as needed
• Review and approve or decline enrollment applications in a timely fashion with a high standard of professionalism and sensitivity
• Track student ages and identities for crew diversity to enhance group learning conditions
• Participate in VOBS Emergency Response Plan as assigned, and act as liaison to partners or families in the event of a field incident as needed
• Spearhead department projects on as needed basis as directed by the Director of Student Services
• Support workload management of seasonal course advisors, including medical screening, and department process training in collaboration with the Director of Student Services as needed

Other duties as assigned

KNOWLEDGE & ABILITIES

• Habit of active listening and practice of responsive communication
• Habit of patience and commitment to people-centered problem-solving
• Ability to communicate Outward Bound mission, vision, values, educational approach, basecamp locations, course areas and activities
• Comfort and curiosity in working with a diversity of students and families
• Strong desire to connect with people and help them achieve success and/or satisfaction
• Experience working with a team desired
• Strong, consistent in-person and written communication
• Ability to identify goals and structure tasks and responsibilities to meet external and internal stakeholder needs and deadlines
• Ability to think creatively in response to student or stakeholder needs, and solve problems in the moment
• Strong organizational skills and attention to detail
• Habit of functioning independently and acting proactively
• Willingness to support partner students and families at in-person enrollment events several times a year
• Comfort, confidence and curiosity when working with technology and customer management tools
• MS Word, Excel, Sales Force and Google experience preferred

WORK CONDITIONS / LOCATION

• This role is based in Ely, MN.
• Work is performed in an office environment and requires the ability to operate standard office equipment.
• Occasional participation in outdoor events and travel to community locations.
• Limited weekends or evenings may be required for special events.
• The noise level in the work environment is usually moderate. Events may have excessive noise and /or require working in close proximity to others.

PHYSICAL REQUIREMENTS

• Ability to stand, sit, kneel, operate a computer, telephone and keyboard for prolonged periods of time.
• Must occasionally be able to lift or carry 15 pounds.
• Ability to receive detailed information through oral communication.
• Ability to communicate and exchange ideas with others accurately and concisely.
• Sufficient visual acuity to operate a computer, assess and design content and evaluate content for accuracy, effectiveness and impact.
• Reasonable accommodation(s) may be made to enable people with disabilities to perform essential functions.
• If you need any reasonable accommodation to support your participation in the recruitment and selection process, please include this information in your application.

COMPENSATION AND BENEFITS

• This is full-time, exempt position.
• Salary range of $45,000-50,000.
• VOBS benefit package which includes (medical, dental, vision, Group Term Life, Long Term Disability, Accidental Death, paid/floating holidays, vacation, sick), access to MN Paid Leave.
• Eligible for a 403b retirement plan with 2% employer match.
• Access to an Employee Assistance Program, Pro deals (the opportunity to purchase outdoor gear at discounted rates).

In the interest of transparency and pay equity across our team, a candidate with the minimum experience can expect to be offered in the lower half of the range. Placement within the range is based on relevant experience, demonstrated skills, and internal equity considerations.