Description

JOB SUMMARY 
 
The Senior Partner Engagement & Success Manager leads the CIE's Partner Success function by overseeing the partner lifecycle from post-onboarding through adoption, ongoing participation, and long-term success. 
The position develops Partner Success strategies, establishes organizational performance measures, monitors network health, coordinates cross-functional support, and ensures participating organizations receive consistent, responsive, and effective support throughout their partnership with the CIE. 
Working closely with Community Engagement, Technical Operations, Training & Education, Privacy & Security, Data Stewardship, Operations, and executive leadership, this role translates partner experience and performance data into recommendations that strengthen organizational processes, partner satisfaction, and long-term network success. 
 
This position is full-time, exempt, and reports to the Managing Director. IPHI’s standard work week is 37.5 hours. 

DUTIES AND RESPONSIBILITIES 
 
Partner Success Strategy & Planning  

• Develop and maintain the CIE's Partner Success strategy. 
  
• Establish annual Partner Success goals, priorities, and work plans. 
  
• Develop scalable approaches that support continued growth of the CIE partner network. 
  
• Identify opportunities to strengthen partner participation, adoption, and long-term success. 
  
• Ensure Partner Success activities remain aligned with CIE strategic priorities.

Partner Relationship Management  

• Develop and maintain the CIE's Partner Success strategy.   
  
• Establish annual Partner Success goals, priorities, and work plans.   
  
• Develop scalable approaches that support continued growth of the CIE partner network.   
  
• Identify opportunities to strengthen partner participation, adoption, and long-term success.   
• Ensure Partner Success activities remain aligned with CIE strategic priorities.   

 
Partner Success Performance & Analytics 

• Establish Partner Success performance indicators and organizational KPIs. 
  
• Monitor partner adoption, utilization, participation, satisfaction, and retention. 
  
• Analyze trends across the partner network. 
  
• Develop reports and dashboards that inform organizational decision-making. 
  
• Identify opportunities to improve partner outcomes through data-informed recommendations. 
  

Advisory Groups & Partner Feedback 

• Lead partner advisory groups, user councils, office hours, listening sessions, and other structured feedback opportunities. 
  
• Gather and synthesize partner feedback across the network. 
  
• Identify recurring themes, emerging needs, and opportunities for improvement. 
  
• Ensure partner perspectives inform continuous improvement activities. 
  

Cross-Functional Coordination  

• Coordinate Partner Success activities across Training & Education, Technical Operations, Privacy & Security, Data Stewardship, Community Engagement, and Operations. 
  
• Ensure partner concerns are addressed through coordinated organizational support. 
  
• Facilitate communication between internal teams to resolve partner needs efficiently. 
  
• Promote consistent partner experiences across the organization. 
  

Partner Success Operations 

• Serve as the business owner for Partner Success workflows and relationship management processes. 
  
• Define business requirements for systems that support partner relationship management, performance monitoring, and Partner Success activities. 
  
• Ensure partner information, organizational contacts, engagement history, success plans, and performance measures are maintained to support ongoing relationship management. 
  
• Partner with technical staff to continuously improve systems, dashboards, workflows, and reporting capabilities that support the Partner Success function.
• Use Partner Success data to identify trends, inform leadership, and strengthen organizational decision-making. 

 
Continuous Improvement 

• Evaluate partner experience throughout the post-implementation lifecycle. 
  
• Recommend operational improvements based on partner feedback, adoption trends, utilization data, and network performance. 
  
• Identify opportunities to strengthen workflows, training, technical support, documentation, and partner resources. 
  
• Support organizational learning through analysis of partner experiences and outcomes. 
  

Organizational Performance & Reporting 

• Develop routine reports for executive leadership. 
  
• Monitor organizational Partner Success goals and performance measures. 
  
• Identify emerging risks affecting partner participation or adoption. 
  
• Recommend strategies that strengthen long-term network health. 
  
• Support organizational planning through Partner Success insights and performance trends. 
  

Other duties as assigned. 

Requirements

QUALIFICATIONS 
 

• Bachelor's degree in Public Health, Health Communication, Health Administration, Community Health, Public Administration, Healthcare Administration, or a related field. Master's degree preferred. 
• Five or more years of progressively responsible experience in partner success, customer success, account management, healthcare partnerships, implementation support, relationship management, or related work. 
• Demonstrated experience developing long-term organizational relationships. 
• Experience coordinating work across multiple departments or functional teams. 
• Experience using data to evaluate performance, identify trends, and recommend operational improvements. 
• Strong facilitation, communication, organizational planning, and problem-solving skills. 
• Experience in public health, healthcare, nonprofit organizations, government, health information technology, or cross-sector initiatives preferred. 
• Expert understanding of Microsoft programs including Excel, Word, PowerPoint, Teams, Outlook 
• Expert understanding of Zoom, Asana, and other project management or organizing apps 
• Project management experience, demonstrating a strong understanding of task planning, and ensuring project deliverables are met on time
• Prioritizes tasks and meets deadlines; strong attention to detail 

 
JOB REQUIREMENTS 
 

• The position is full-time, exempt, 37.5 FTE hours per week 
• Must be able to sit at and operate a computer and other office equipment for a significant portion of the workday 
• Must be able to move about the office to access files and supplies 
• This position may entail occasional work in the evenings or on weekends and requires occasional travel for one or more nights from time to time
• This position is located in Chicago and will require adherence to our hybrid schedule 

 
Compensation: This position offers a salary range of $83,400 - $107,291 per year, depending on experience and qualifications.  
 
Benefits: IPHI offers competitive benefits, including multiple health plan options, dental, vision, employer-paid disability and life insurance, flexible spending accounts, and a 401(k) with employer matching. Employees also receive PTO, paid parental leave, and an Employee Assistance Program, 15 paid holidays, including a week off in December.  
 
Location: This position is located in Chicago. IPHI operates a hybrid office work model where team members work in the office two days per week (Tuesday, Wednesday, or Thursday), and individuals may work in the office or remotely the other three days per week. There is travel for meetings and site visits within Chicago, the suburbs, and Illinois. Occasional overnight travel within Illinois or nationally for conferences and training may be required. 
 
Starting Date: Immediate.