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Ed Partners is a non-banking financial institution that is committed to expanding access to education through innovative financial solutions. By financing key components of the education system such as infrastructure, technology, and transport, we have impacted the lives of over 120,000 students across over 400 schools in Africa. At Ed Partners, we bridge...
To ensure effective onboarding, adoption, and utilization of the School Management System (SMS) among partner schools. The Relationship Manager will act as the primary point of contact between Ed Partners and assigned schools, facilitating training, resolving technical and operational issues, and driving full engagement with the SMS.
Key Responsibilities:
School Engagement & Onboarding
Serve as the frontline representative to schools during the SMS rollout.
Schedule and conduct onboarding meetings, training sessions, and product demos.
Build strong working relationships with school directors, administrators, and key staff.
Champion Onboarding of new schools to Ed Partners SMS
Implementation Support
Ensure timely deployment and configuration of SMS modules at the school level.
Coordinate with IT and Support teams for data migration and customization.
Track each school’s onboarding milestones and document implementation progress.
User Adoption & Retention
Monitor SMS usage and support schools in maximizing module utilization
Identify and resolve usage bottlenecks or resistance through targeted engagement.
Share regular usage reports and adoption insights with the central project team.
Training & Capacity Building
Organize and deliver in-person and remote training sessions for school personnel in liaison with the branch network management
Provide ongoing technical and operational guidance post-training.
Distribute user manuals, FAQs, and other support materials.
Escalation & Feedback Loop
Act as the first line of support for all SMS-related issues from schools.
Log, escalate, and follow through on unresolved cases with the IT and support teams.
Collect feedback from users and suggest system or process improvements.
Collaboration & Reporting
Work closely with marketing, HR (for intern support), and IT departments to align rollout efforts.
Maintain accurate records of interactions, issues, and resolutions in project dashboards.
Submit weekly reports on assigned schools’ progress and feedback.
Key Performance Indicators (KPIs):
% of assigned schools fully onboarded within project timelines
% adoption rate of mission-critical SMS modules per school
Number of training sessions conducted and participants trained
Number of open support issues resolved within SLA
Feedback rating from school users (Net Promoter Score or equivalent)
Retention rate of schools actively using the system after 60 days
Skills & Qualifications:
Minimum Requirements:
Bachelor’s degree in Education, ICT, Business, or related field.
Minimum 3–5 years’ experience in customer success, project implementation, school support, or account management.
Demonstrated experience in school-based programs i.e School Management Systems roll outs or EdTech delivery is highly preferred.
Technical Competencies:
Strong understanding of school operations and digital tools (ERP/SMS)
Excellent project management and organizational skills
Proficiency in CRM software, Excel/Google Sheets, and basic data reporting
Comfortable with digital tools like Zoom, WhatsApp Business, Helpdesk platforms
People management skills
Soft Skills:
Strong interpersonal and relationship-building skills
Excellent communication and facilitation ability
High emotional intelligence and ability to handle resistance
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