Interested in a mission-driven job ensuring perpetual open access to information for a global audience? Enjoy helping scale the use of services and products critical to hundreds of national and international non-profits, libraries, universities, cultural heritage institutions, and mission-aligned organizations? If so, the Internet Archive is seeking a Partner Services Lead for its Archiving & Data Services team. The Internet Archive (IA) is a non-profit digital library, top 200 website at archive.org, and an archive of over 80PB of digital information running in multiple self-owned data centers. The Internet Archive also partners with organizations worldwide to advance the shared goal of “Universal Access to All Knowledge.” The Archiving & Data Services group provides a suite of paid and free products focused on the archiving, management, analysis, and accessibility of digital information. Its web archiving, digital preservation, and web and data services are used by over 800 organizations around the world.
The Archiving & Data Services team is seeking a Partner Services Lead to play a key role in interacting with potential and existing partners using, or interested in, our products and services. The role is a primary touchpoint for users of our services and works closely with development, program, and operations teams to handle inbound and outbound leads as well as being the primary owner of partner account services, subscription renewals, onboarding, a variety of financial and business operations, and contributes to community engagement and outreach. The role also collaborates with other parts of the Internet Archive, including the Finance team and other service units. We are looking for an organized, efficient, detail-oriented team player with excellent communication skills and the ability to juggle priorities while working with a fully remote team of colleagues at various levels of seniority. This role coordinates services and support for the national and international community and communicates with a range of different institutions advancing scholarship, cultural heritage, open information, and the social good.
Daily responsibilities include serving as the primary contact for accounts management for institutional users of our digital archiving and web and data services. This position also works directly with the Director and managers on contracts, service agreements, and other strategic client interactions and with the Business Development Manager on user recruitment and leads management. Management of the group’s CRM (Salesforce) and related systems and reporting tools is a key responsibility as is leading projects with our engineering teams on automating various account management processes. Finally, the role will also contribute to research, communications, archiving and collecting projects, event planning and other special projects. Ensuring a successful service experience for existing and potential users is a key ethos of our group and the Partner Services Lead is a critical player in that goal.
Serves as the primary point of contact for prospective and existing partners to coordinate their use of our services, especially through all stages onboarding, contracting, invoicing, renewals, and other account management and partner communications
Works with Product, Community, and Business Development teams to ensure partner satisfaction, retention, and successful use of our products and services
Works extensively with the Salesforce CRM system to maintain key partner information, handles inbound general inquiries, and generates recurring data and statistical reporting related to our users and finances
Uncovers trends, proposes improvements, and builds processes that improve the account management and business development workflows for users and for internal stakeholders
Works with our Finance team and other departments on some financial reporting and provisioning of special services for partners
Closely supports the Business Development Manager on inbound and outbound leads generation and workflows, including assisting in key partner calls and demos and supporting responses to requests for quotations, contract bidding, and procurement
Contributes to department special projects and duties as assigned, such as events, special archiving and community initiatives, research, and administrative and executive support
This is a remote position working in a distributed team and will include occasional travel. The role reports to the Business Development Manager, Archiving & Data Services.
Two years experience in a user-facing role in partner services, especially in onboarding and accounts administration, preferably with SaaS products or non-profit services
Demonstrated experience supporting business development and business operations activities, especially for institutional users (B2B)
Experience with libraries, archives, educational institutions or supporting technology services for access to open information is a plus
Previous experience with CRMs, particularly Salesforce, and experience in process improvement, especially automation between user management systems.
Strong communication and project management skills preferred
Must be able to manage multiple simultaneous projects and deadlines and succeed in a fast-paced, dynamic work environment within a globally-distributed, fully-remote team
Flexibility, self-reliance, a sense of humor, a creative approach to problem-solving, and a production-oriented mentality are valuable qualities for success in the role
Experience with Quickbooks, JIRA, MailChimp, Zendesk, or similar tools is a plus
Benefits & Perks:
The Internet Archive is a remote first workplace and provides a comprehensive benefits package including; PTO, paid holidays, and medical benefits. Depending on where you live, we also provide these additional benefits; dental, vision, health savings accounts, flex spending accounts, commuter benefits, short term disability, long term disability and retirement programs.
At the Internet Archive, we believe we do our best work when our employees bring together diverse ideas. Members of all groups under represented in the tech industry and library world are strongly encouraged to apply. We are proud to be an equal opportunity workplace and are committed to equal employment opportunity regardless of race, color, religion, national origin, age, sex, marital status, ancestry, physical or mental disability, genetic information, veteran status, gender identity or expression, sexual orientation, or any other characteristic protected by applicable federal, state or local law.