Partner Success Manager

The Partner Success Manager will be the dedicated point of contact for ETF Partners and ETF Enterprise Partners, building trusted, long-term relationships that maximise the value, engagement and impact of their ETF Partnership.

Working collaboratively with partner organisations and colleagues across ETF, the postholder will support Partners to translate their organisational priorities into meaningful professional development opportunities, strengthening workforce capability, professional practice and continuous improvement. They will guide Partners throughout the partnership lifecycle, from sales, onboarding and implementation through ongoing engagement with ETF products and services, impact measurement and renewal.

Acting as a trusted advisor and strategic critical friend, the Partner Success Manager will develop a strong understanding of each Partner’s objectives, workforce development priorities and evolving needs. They will connect Partners with ETF’s professional membership, resources, professional status pathways, CPD programmes and wider expertise, ensuring that the Partnership remains relevant, delivers tangible value and supports agreed outcomes.

The role will be accountable for the effective management and development of an allocated portfolio of Partners, driving engagement, satisfaction, retention and renewal, while identifying opportunities for partnership growth and wider workforce development solutions in collaboration with relevant commercial colleagues.

Key Responsibilities

1. New ETF Partnerships

• Engage prospective Partners to understand their needs, promote ETF Partnership and convert opportunities into new Partnerships.
• Manage the process from initial engagement through proposal, negotiation and securing the ETF Partnership.
• Develop tailored proposals and implementation plans, setting clear expectations for successful outcomes.

2. Partnership onboarding and relationship management

• Lead the onboarding of new ETF Partners, ensuring they understand their benefits, entitlements and opportunities available through ETF.
• Act as the dedicated point of contact for an allocated portfolio of Partners, building trusted relationships at all levels and understanding their strategic priorities and workforce development needs.
• Develop and maintain success plans, conduct regular partnership reviews and ensure a consistent, high-quality Partner experience.

3. Engagement and value realisation

• Proactively encourage engagement with ETF membership, CPD resources, professional communities, QTLS, ATS and wider workforce development opportunities.
• Help Partners maximise the value of their Partnership by aligning ETF services with organisational priorities and addressing barriers to engagement.
• Use engagement data and Partner feedback to identify opportunities to improve participation and demonstrate value.

4. Impact measurement and reporting

• Develop and review partnership success plans with agreed objectives, actions and measures of success.
• Monitor progress and demonstrate the value and impact of the Partnership through feedback, engagement data and outcome reporting.
• Capture success stories, case studies and effective practice to support Partner advocacy, peer learning and continuous improvement.

5. Retention, renewal and risk management

• Proactively monitor Partner engagement, satisfaction and relationship health, identifying and addressing risks to retention and renewal.
• Lead renewal preparation and discussions, demonstrating the value delivered and identifying future priorities.
• Maintain accurate CRM records of Partner activity, objectives, risks, renewals and agreed actions.

6. Grow

• Identify opportunities to grow existing Partnerships, including progression to Enterprise Partnership and engagement with ETF’s wider workforce development programmes.
• Work collaboratively with Sales and relevant internal teams to develop solutions that meet Partner needs and support income generation.
• Achieve Partnership retention, renewal and growth targets while maintaining a strong focus on Partner value and long-term relationships.

7. Internal collaboration and continuous improvement

• Act as the voice of the Partner within ETF, sharing feedback, insights and emerging needs to inform service and product development.
• Collaborate with Sales, Marketing, CPD, Commercial Operations and programme teams to deliver a coordinated Partner experience.
• Maintain visibility of Partner engagement and opportunities, contributing to internal reporting, portfolio reviews and improvements to Partnership processes.

• Direct experience within the further education and skills sector at a Leadership of Advanced Practitioner level, with a strong understanding of teaching, training, professional development and the challenges facing providers and their workforces.
• Experience of identifying skills, knowledge and behavioural gaps and advising on workforce development priorities, professional practice and organisational improvement.
• Knowledge of current sector practice, challenges and developments, with the ability to provide credible advice and act as a trusted strategic advisor to Partner organisations.
• Proven experience in account management, partnership development, business development or consultative sales, including building relationships, developing proposals and converting opportunities into new business.
• Ability to understand organisational objectives and translate identified needs into tailored development solutions that deliver measurable value and impact.
• Experience managing customer or partner relationships, supporting engagement, retention, renewal and long-term growth.
• Strong stakeholder management, communication and influencing skills, with the credibility to engage effectively with practitioners, managers and senior leaders.
• Ability to use data, feedback and insight to assess needs, monitor progress, demonstrate impact and inform recommendations.
• Strong organisational skills, with the ability to manage a portfolio, prioritise competing demands and maintain accurate CRM records.
• Confidence using CRM systems, Microsoft Office and generative AI tools to support effective working and continuous improvement.

• Commitment to ETF’s values and mission.  
• Inclusive and collaborative team player.  
• Passion for supporting customer success and educational outcomes.
• Energetic, proactive and resilient with a positive, can-do attitude.  
• Strong commitment to Equality, Diversity and Inclusion principles.

1. This role is remote with some travel to customer sites 
2. A DBS Check is required - The purpose of DBS check is to assist employers and organisations in making safer recruitment decisions in relation to job roles connected to regulated activities provided to vulnerable adults and children and help assess the suitability of applicants for positions of trust.

Benefits:

• London Allowance of £1,000 p/a for London office-based staff to support commuting costs
• Life Assurance (4x basic salary upon death, please keep your nomination updated)
• Employee Assistance Programme (EAP) 
• Simplyhealth Health Cash Plan (funded by ETF)
• Flexible Working/Working from home
• Enhanced Maternity/Paternity Leave
• Volunteering leave – 5 days in total (3 days paid and 2 days unpaid)
• Cycle to Work Scheme and Season Ticket Loans
• Salary sacrifice electric vehicle lease scheme (TBC in 2027)
• CPD Opportunities (apprenticeships and contributions to personal professional memberships