Specialist, Partner Success

**About Us**:
For over 40 years, Immigrant Services Calgary has been an integral part of the Calgary community, working to make a meaningful difference in the lives of newcomers. Through our work, we ensure families and individuals have the support they need to successfully begin a new chapter of their lives in Canada.

We continually innovate in our work, reimagining and transforming the newcomer experience to make it easier for our clients to access the support they need to thrive. We collaborate with partner agencies, governments, organizations, and community advocates, to help immigrants and refugees build thriving lives in our community.

Immigrant Services Calgary helps over 10,000 newcomers each year, connecting them to programs and services to unleash their potential.

**Our Vision**: Unleashing the economic, social, and civic potential of clients.

**Our Mission**: Connecting newcomers to the right service at the right agency every time.

**The Program**:
Gateway is a collaboration among organizations to better serve and support newcomers who choose to make Alberta their new home. Traditionally, the settlement sector in Calgary was siloed, with each organization functioning individually, rather than in coordination with one another. For newcomers entering the city, this meant there was no clear path of which services to access and when. Gateway acts as a personal guide to help each newcomer through their unique journey, connecting them to the right programs and services to reach their personal and professional goals in their new homeland.

**The Position**:
The role of the Partner Success team within Gateway is to engage and onboard program partners to serve the diverse and unique needs of newcomers, ensuring both partner and newcomer success, in collaboration with other Gateway teams. The Partner Specialist role is essential to the team as this individual will develop and manage a portfolio of nonprofit partners to sustain and grow ISC’s ability to support newcomers. This role will be responsible for identifying and forming connections with potential Gateway Partners, as well as onboarding partners and ensuring a high level of ongoing engagement and satisfaction.

**Duties and Responsibilities**:
Partner Engagement
- Design, implement, and evaluate partner engagement strategy for potential Gateway partners
- Present and pitch Gateway to potential partners
- Work alongside Gateway Communications Lead to promote Gateway and increase partner engagement related activities
- Strategically engage and onboard new partners to Gateway
- Foster partnerships with community and ethnocultural service providers
- Liaise with service providers to obtain current information
- Build framework and processes for partner onboarding that reflect the unique and diverse needs of partners
- Coordinate engagements for current and potential Gateway partners
- Work alongside Partner Success Coordinator to ensure partner communication is effectively managed and recorded within the CRM platform (Salesforce)
- Work with internal communications to engage all ISC staff towards Gateway and provide necessary support for all members to be champions of Gateway

Training
- Assess partner training needs related to the Partner Portal and Gateway cobranding through surveys, focus groups and interviews
- Design, plan, and organize training programs to meet the needs of Gateway partners
- Develop training procedure manuals, guides, or materials, including handouts or visual materials

Data Analysis
- Analyze and evaluate client trends to inform partner engagement
- Design solutions, informed by client data, to improve workflows and processes related to Gateway
- Design, evaluate, and introduce data dashboards for Gateway Partners using Salesforce and PowerBI

Other
- Project management of tasks related to partner engagement
- Manage partner profiles in CRM database
- Timely follow-up on all partner related inquiries
- Update and report progress related to partner rounds on a regular basis
- Complete funder reports related to partner engagement
- Work with Partner Success Manager on other identified tasks related to partner engagement

**Qualifications and Skills**:

- Undergraduate degree in a relevant field of Business Administration, Marketing, Sales, Public Relations, Social Sciences, etc.
- Relevant experience with stakeholder engagement
- Previous experience with administrative duties
- Strong customer service skills
- Flexible and goal driven
- Exemplary interpersonal, written, and oral communications skills
- Previous change management experience is considered an asset
- Multicultural awareness and sensitivity
- Meticulous attention to detail
- Experience in the nonprofit sector is considered an asset
- Advanced computer skills and technical knowledge of Microsoft Office suite
- Strong understanding of data and analytics
- Experience using PowerBI would be considered an asset
- Availability to work up to two evenings per week and