Senior Manager, Partner Relations

About Benetech

Benetech believes that equitable access to education is a human right. Our technology and services break down systemic barriers and empower all learners regardless of ability. Around the world, we partner with local communities to expand inclusive and equitable education opportunities. To date, we have delivered more than 20 million accessible books helping over 1.5 million students, jobseekers, and adults to read, learn, and pursue their dreams.

The Opportunity

Bookshare gives students with print disabilities free access to books they couldnt otherwise read. But access isnt the same as impact - a school with a Bookshare account and a school where every eligible student is actually using it are two very different things. That gap is where this role lives.

As Senior Manager, Partner Relations, youll own a higher education market and carry two connected mandates: getting institutions to actually use what they already have access to, and managing the full partner relationship, including our paid Bookshare Plus service, from onboarding through renewal.

This isnt a role where you pick one lane. Youll build the account plan and also lead the training session. Youll negotiate the renewal and also resolve the support escalation. Youll set segment strategy and also step in personally when a program needs a hands-on owner. If you like variety and hate handing off the parts of the job that dont fit neatly into a job description, this is built for you.

Key Responsibilities

Partner Portfolio and Relationships

• Carry accountability for retention rate and renewal timeliness across the assigned Bookshare Plus portfolio, and for activation and utilization growth across the broader base of institutions with Bookshare access
• Develop and execute the segment's activation strategy - identifying why institutions with access underuse it, and converting dormant and low-utilization accounts into actively engaged ones
• Lead the relationship side of renewals - outcomes review, utilization evidence, value case development, and securing institutional intent to renew - coordinating with Sales and Finance, who own quoting, pricing, and contract execution
• Detect leading indicators of churn risk and execute documented save plans
• Surface and qualify institutional interest in Bookshare Plus and other Benetech offerings as it emerges through programmatic work for handoff to Sales
• Serve as the national relationship owner for the assigned segment
• Develop multi-threaded relationships within each institution and maintain account plans covering renewal timeline, stakeholder map, adoption goals, competitive exposure, and expansion opportunities
• Conduct structured business reviews presenting utilization data, student impact, and recommendations Serve as the escalation point for partners in the assigned segment, owning service issues through resolution with Customer Support, Product, and Engineering
• Represent Benetech at education, disability services, library, and accessibility conferences
• Own partner-facing agreements and compliance documentation for the assigned segment (e.g., data privacy, vendor and procurement requirements), coordinating with Legal, Finance, and Engineering to route and resolve them

Program Development & Ownership

Each Senior Manager owns and is accountable for a portfolio of segment programs, whether delivered personally or through the staff who perform that work.

• Own the operation and outcomes of the segment program, including defining, monitoring, and reporting success metrics and setting the approach for program design
• Ensure programs are delivered to standard - personally where no staff are assigned, or through direction and oversight where they are - and keep reusable program assets current across segments
• Own program-related grant and project deliverables, including funder reporting and documentation of outcomes
• Set the growth roadmap for the segment program, including opportunities to scale reach through improved tooling, asynchronous delivery, and AI-assisted support

Team Leadership and Collaboration

• Where the role carries direct reports (scope may be added or changed over time), manage, mentor, and develop assigned team members - setting clear performance expectations and KPIs, conducting 1:1s and performance reviews, and building capacity through coaching and resource allocation
• Where the role does not carry direct reports, contribute to team capability by mentoring junior staff informally, leading shared initiatives, and building tools and practices
• Coordinate with Senior Managers in other segments on shared practice, shared tooling, and clean handling of partners and cohort participants that span multiple segments
• Serve as liaison with Customer Support, Collection Development, and Engineering, and partner with Marketing and Digital Engagement on campaign content, case studies, and testimonials
• Maintain reporting on key segment metrics, present regular updates to the Director, Partner Relations and organizational leadership, and use data to prioritize initiatives, allocate effort, and refine approach

Required:

• Bachelor's degree in education, business, communication or a related field
• At least 10 years of professional experience in relationship management, program management, outreach, or training, including experience owning institutional relationships over multi-year horizons with demonstrated engagement, retention, or growth results
• Experience facilitating or overseeing the facilitation of cohorts, small groups, trainings, webinars, or seminars for professional audiences
• Professional presence and credibility with senior institutional stakeholders, with strong customer support instincts and excellent verbal and written communication skills
• Demonstrated ability to hold distinct portfolios of work concurrently without one displacing the other
• Strong problem-solving skills and the ability to handle competing priorities and requests
• Passion for expanding equitable access to accessible educational materials

Preferred:

• Master's degree in education, business administration, disability studies, or a related field
• Customer success, account management, or partner-facing experience in K-12, higher education, library, EdTech, or academic technology markets, including success identifying and advancing upsell or cross-sell opportunities
• Familiarity with institutional procurement cycles, consortium purchasing, and budget calendars in the assigned segment
• Knowledge of the assistive technology field and accessibility standards and regulatory drivers, including Title II of the ADA, Section 508, WCAG, and EPUB accessibility Working knowledge of accessibility
• Familiarity with data privacy, student data, or vendor compliance agreements in an education setting
• Experience working with students or educators in the Special Education or disability services field,
• and prior experience managing, mentoring, or informally leading program or account staff

Travel Obligations

Travel for this position is estimated to be up to 20% on as needed basis, including partner site visits, cohort convenings, conference representation, and any required meetings

Physical Demands and Working Environment

The bullet points below are representative of the physical demands and working environment that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made for individuals with disabilities to perform essential job functions.

• Remote office setting: proximity to office equipment that includes electronic devices.
• Must remain at a workstation for at least 50% of the time; will need to use equipment that includes electronic devices.
• Perceive and interact with text, media, and people.
• Communicate and accurately exchange information with text, media, and people.