State Relationship Manager

The State Relationship Manager serves as the primary point of contact for assigned state partners, responsible for delivering high quality, responsive, and consistent customer experiences. This role manages day-to-day partner interactions, ensures timely resolution of issues, and provides ongoing guidance to support effective use of products and services.

The ideal candidate takes a proactive approach to relationship management, prioritizing responsiveness, clear communication, and continuous partner support. They have a genuine passion for customers—deeply caring about their success and overall experience—and consistently advocate for their needs. This individual works cross-functionally to align resources, address partner needs, and drive adoption and long-term engagement.

Key Responsibilities

State-Facing Leadership & Communication

· Lead and represent the organization in state-level meetings, webinars, trainings, and partner engagements 

· Ensure timely resolution of partner issues, inquiries, and service requests. 

· Maintain consistent communication via phone and email, including outside standard business hours

· Own preparation, messaging, and delivery of state communications and presentations 

· Serve as the primary voice and trusted advisor to state partners 

· Communicate clearly and confidently with stakeholders at all levels, both internally and externally 

State Business Reviews & Strategic Partnership Management

· Partner with Sales and Leadership on renewal strategy, expansion opportunities, and long-term account planning 

· Support annual state business reviews, including renewal preparation and contract discussions

· Lead QBRs to ensure customer satisfaction, drive product adoption, and identify risks

· Develop and maintain a strong understanding of contract terms, product commitments, and scope 

· Provide informed guidance on product capabilities, limitations, and roadmap considerations 

· Act as a strategic bridge between state partners and internal teams during negotiations and planning

Other Responsibilities

· Manage day-to-day relationships for an assigned portfolio of state partners and other assigned clients

· Serve as the liaison between partners and internal teams to ensure needs are met 

· Coordinate onboarding and ongoing engagement with Sales, PMO, and Customer Experience teams 

· Maintain accurate documentation of partner interactions in Zendesk 

· Identify and implement process improvements to enhance efficiency and service delivery 

· Continuously build product knowledge to effectively support partner needs 

· Travel as needed for partner meetings and industry events 

· 3+ years of experience in account management, customer success, or related field 

· Proven ability to manage and grow customer relationships 

· Strong organizational skills with the ability to manage multiple priorities 

· High sense of urgency and commitment to responsive, professional service 

· Experience delivering client-focused solutions in deadline-driven environments 

· Proficiency in Arbiter products (ArbiterOne, ArbiterGame, ArbiterPay) and ability to learn Arbiter360 and Student Registration 

· Proficiency in Microsoft Office Suite and Zendesk 

· Excellent communication, presentation, and stakeholder management skills 

· Strong problem-solving and critical thinking abilities 

· High level of ownership, accountability, and follow-through 

· Must be available to travel

• Cellphone or personal device to receive MFA (multi-factor authentication) texts or calls.
• Have an internet connection that’s adequate for their job, a minimum of 10Mbps down.