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Role Description

The Partnership Success Manager (PSM) is the heart of our retention and relationship strategy. While our Outreach team finds new partners, you are responsible for making sure those partners feel valued, engaged, and supported. Your goal is to turn a one-time collaboration into a long-term, high-impact relationship.

Responsibilities

• Partner Onboarding and Retention
  • Seamless Transition: Take over the relationship once the Directory Coordinator has closed a lead.
  • Onboarding Excellence: Walk new partners through their directory benefits, helping them optimize their listing and understand how to engage with the community.
  • Renewal Management: Track partnership milestones and proactively lead discussions for renewing or expanding collaborations.
• Relationship Nurturing
  • Regular Touchpoints: Conduct monthly or quarterly health checks with key partners to ensure their needs are being met.
  • Problem Solving: Act as the first point of contact for any issues, feedback or requests a partner may have.
  • Impact Reporting: Gather data and stories to show partners the value they’ve received (e.g: directory clicks, event attendance, or introductions made).
• Collaboration Execution
  • Act as internal liaison and work with marketing team to ensure partner logos, shout-outs, and event collaborations are executed as promised.
  • Resource share and identify ways ACH can support partners' independent projects, such as sharing their content, news, or initiatives with our wider network.
  • Funnel partner feedback to the leadership team to help improve our directory features, services, and offerings.

Qualifications

• Account management: 2 years of experience in account management, customer success, community management, or similar experiences.
• Ability to be proactive and truly understand a partner’s unique goals and needs.
• Ability to handle difficult conversations and find solutions.
• Organized and capable of handling a 30+ active directory.
• A passion for supporting the Asian diaspora and a deep understanding of the professional and cultural landscape of the community.

Expectations

• This is a volunteer role; we’re asking for 3-5 hours/week max to contribute.
• No volunteer should be exceeding these hours without communication to their manager.
• Must attend meetings for team meetings and 1:1s.
• Communication is key and participation is required to commit to the project.