Partner Success Analyst
We usually respond within three days
About us
At Arbor, we’re on a mission to transform the way schools work for the better.
You’ve probably seen the headlines. Heavy workloads, constant change, admin pressure on teachers and staff at every level… sometimes it feels like this is just part and parcel of school life today. But it doesn’t have to be this way.
At Arbor, we passionately believe that there’s a better way to work. And it starts by giving everyone the right tools and technology for the job. Over 3,000 schools and trusts use our products to work more collaboratively, free staff from busywork, and drive their schools forward.
Ultimately, we’re here to help make our schools and trusts stress a little less, and focus on what matters most - improving the lives of teachers and outcomes of students everywhere.
About the role
Our partner success team are passionate about delivering first class service to our partners and end user customers by working collaboratively and proactively!
In this role, you will provide excellent first line support to our network of partners, dealing with all incoming calls and emails. You will also work with the wider Partner Success Team to proactively identify opportunities to upskill our partners and enhance the experience of their schools to help them be as successful as possible!
Core responsibilities
To provide excellent first line support to resolve partner queries via incoming calls and emails.
To identify where client accounts may be at risk and relay information to the wider Partner Team or Account Manager.
Ensure queries/complaints are resolved for partners within service level agreements (SLAs) and that the partner and their school is satisfied with the resolution.
Maintain and keep Zendesk and Gainsight records up to date.
Support with marking partner accreditation tests
Consistently represent and work in line with company values, building up solid working relationships with your counterparts at partners.
Work closely with all relevant departments ensuring all necessary relationships are maintained, allowing free communication of ideas.
Identifying opportunities for and writing up further FAQs and help materials.
Exemplify the willingness to go the extra mile to delight our customers.
Support with partner Q&A sessions and other initiatives we roll out to help our partners supporting customers
Help out with the wider Support queues during peak times where necessary
About you
Solid understanding of Arbor MIS at secondary and MAT level as well as primary
Outstanding communication and interpersonal skills.
The ability to work collaboratively with your teammates to achieve team & department objectives
A passion for helping our partners and their schools to succeed using Arbor
A right first-time attitude with a passion for delivering excellent customer service and proactive approach to resolving tickets.
Strong ability to use CRM & MIS systems.
Excellent ability to interpret data and understand school needs and develop school insights.
Strong problem-solver who isn’t afraid to work across teams to find solutions.
Ability to work effectively within a fast-paced, and results-oriented culture, by demonstrating strong operating instincts, organisational skills and discipline.
What we offer
The chance to work alongside a team of hard-working, passionate people in a role where you’ll see the impact of your work everyday. We also offer:
Professional development budget to help you grow
1 day off each year to volunteer with a charity of your choice.
Access to a choice of comprehensive 24/7 well being support services as well as internal Wellbeing Champions.
Depending on your role can offer flexible working.
Enhanced maternity and paternity leave
Our social committees organise regular team nights out (we’ve had pizza making and curry clubs!)
We offer 32 days holiday (plus Bank Holidays). This is made up of 25 days annual leave plus 7 MIS days given over Easter, Summer & Christmas
Our office is based in the heart of Leeds. It’s lively and vibrant, and you’ll have breakfast supplied every day along with other healthy snacks you can choose from.
Dog friendly offices!
Refer a friend: Know someone else who would be good for this role? You can refer a friend, family member or colleague, if they are offered a role with Arbor, we will say thank you with a voucher valued up to £200! Simply email: careers@arbor-education.com
Arbor Education is an equal opportunities organisation
Our goal is for Arbor to be a workplace which represents, celebrates and supports people from all backgrounds, and which gives them the tools they need to thrive - whatever their ambitions may be so we support and promote diversity and equality, and actively encourage applications from people of all backgrounds.
If you need any adjustments to be made to support you through the recruitment process, let us know at careers@arbor-education.com.
Please note: We are unable to provide visa sponsorship at this time.

Leeds
Perks and Benefits
-
Professional development budget 🎓
At Arbor we're passionate about learning, and to support this we have a dedicated training budget for all teams. -
Mental health and wellness 🧠
Dedicated Mental Health First Aiders and Wellbeing Champions with ongoing support and learning around mental health. -
Volunteering day 🤝
We're all about making an impact! So everyone who joins us gets 1 day a year to volunteer for a charity or cause of their choice. -
Regular team socials 🥳
We have regular team socials where we spend dedicated time together. This year we've had BBQs, been to theatre shows, gone white water rafting, and more! -
Half-day summer Fridays 😎
Plus, we shut the office for a day at Easter and over Christmas so you get some extra time off then too! -
Employee Assistance Programme 🧘♀️
Choice of comprehensive 24/7 support services with UK and Ireland's most trusted health and wellbeing network. -
Flexible working 🤸♀️
Depending on your role we can also offer you flexible working - just mention it in your interview and we'll let you know what your options are -
Dog-friendly offices 🐕
Our offices are dog friendly, so if you'd like to bring your canine companion in for the day, that's no problem! -
GRC Accredited ✔︎
The Good Recruitment Charter defines good recruitment practice through key principles that we aspire to.
Workplace and Culture
We’re a diverse and experienced team of ex-teachers, edtech engineers and education specialists passionate about making a difference to the sector.
Ultimately, we’re here to help make our schools and trusts stress a little less, and focus on what matters most - improving the lives of teachers and outcomes of students everywhere!
About Arbor Education
At Arbor, we’re on a mission to transform the way schools work for the better.
You’ve probably seen the headlines. Heavy workloads, constant change, admin pressure on teachers and staff at every level… sometimes it feels like this is just part and parcel of school life today. But it doesn’t have to be this way.
We passionately believe that there’s a better way to work. And it starts by giving everyone the right tools and technology for the job.
We’re building a platform and products we believe in - as well as a strong, diverse team of experienced specialists, ex-teachers and Edtech engineers passionate about making a difference to the sector.
Ultimately, we’re here to help make our schools and trusts stress a little less, and focus on what matters most - improving the lives of teachers and outcomes of students everywhere.
Partner Success Analyst
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