Partner Success Coordinator
City of Philadelphia
A best-in-class city that attracts best-in-class talent, Philadelphia is an incredible place to build a career. From our thriving arts scene and rich history to our culture of passion and grit, there are countless reasons to love living and working here. With a workforce of over 30,000 people, and more than 1,000 different job categories, the City of Philadelphia offers boundless opportunities to make an impact.
As an employer, the City of Philadelphia values inclusion, integrity, innovation, empowerment, and hard work above all else. We offer a vibrant work environment, comprehensive health care and benefits, and the experience you need to grow and excel. If you’re interested in working with a passionate team of people who care about the future of Philadelphia, start here.
What We Offer:
Impact - The work you do here matters to millions.
Growth - Philadelphia is growing, why not grow with it?
Diversity & Inclusion - Find a career in a place where everyone belongs.
Benefits - We care about your well-being.
The Office of Innovation & Technology (OIT) is the central IT agency for the City of Philadelphia headed by the Chief Information Officer (CIO). OIT oversees all major information and communications technology initiatives for the City of Philadelphia - increasing the effectiveness of the information technology infrastructure, where the services provided are advanced, optimized, and responsive to the needs of the City of Philadelphia’s businesses, residents, and visitors. OIT responsibilities include: identifying the most effective approach for implementing new information technology directions throughout city government; improving the value of the city’s technology assets and the return on the city’s technology investments; ensuring data security continuity; planning for continuing operations in the event of disruption of information technology or communications services; and supporting accountable, efficient and effective government across every city department, board, commission and agency.
The Digital Services team sits within OIT and creates products with a consistent and quality digital experience, enabling all residents and businesses the access they need. The team consists of disciplines content strategy, digital forms, and user experience. Together with the Software Engineering team, they build the City’s website and other digital products (applications, forms, etc.).
As a Partner Success Coordinator, you’ll work closely with the Digital Services and Software Engineering teams to train and support City department partners who work on the City’s website and other team-built applications. You’ll lead and manage trainings, develop partner-facing documentation, and empower partners to create, update, and maintain content that reflects the City’s digital standards throughout the City’s digital ecosystem.
Training topics include writing for the web, blog writing, using WordPress, and more.
- Own and manage the training process for all department partners responsible for contributing to phila.gov and team-built applications.
- Process training requests from partners, manage a trainings tracker, and schedule trainings.
- Present group trainings independently or with the assistance of Digital Services or Software Engineering team members.
- Offer asynchronous, personalized training and onboarding for individual staff as needed.
- In coordination with partners and the content strategy team, determine appropriate levels of access for trainees.
- Establish a review cycle for existing training presentations and work with the Digital Services and Software Engineering teams to keep them up to date, so that they best reflect the digital standards and the needs of department contributors.
- Identify new training and outreach opportunities and work with the Digital Services and Software Engineering teams to develop them.
- Own the creation of partner-facing documentation in collaboration with the Digital Services and Software Engineering teams. This may include training decks, one-pagers, guidance on using website components, and more.
- Arrange and maintain the collection of documentation in a manner that is accessible and intuitive to partners.
- Assist with directing partners to the documentation they need.
- Identify and lead the creation of new documentation needs.
- Plan and assist in conducting annual content audits for department partners.
- Collaborate with team members to create the phila.gov newsletter.
- Assist with the team’s virtual open office hours.
- Assist with the management and growth of the partner communication channels.
- Assist with production tasks related to phila.gov.
Competencies, knowledge, skills, and abilities
- Excellent communicator: Ability to articulate jargon to general audiences, explain the logic behind design decisions, craft compelling narratives about work, write and speak clearly, and cultivate effective communication among team members.
- Relationship-builder: Ability to work with a variety of people and personalities, listen and ask questions to identify new opportunities, and cultivate strong relationships to ensure seamless collaboration and continued project support.
- Curious: Ability to practice active listening, ask questions to get to the root of a problem, be open to receiving/giving constructive feedback, and have a sincere interest in learning new skills or growing old ones.
- Compassionate: Ability to turn empathy into actionable solutions that address people’s real needs with integrity.
- Rigorous: Driven by thoughtful, quality, and detail-oriented processes, project output, and client/team interactions.
- Organized: Demonstrated ability to manage multiple tasks, estimate timelines, rework a project approach based on unforeseen challenges, works well under pressure, and set/meet reasonable deadlines.
- Action-oriented: Ability to understand opportunities, navigate barriers, be self-directed, and problem solve for solutions that enhance the team’s deliverables, processes, and practices.
- Resilient: Ability to learn from mistakes and return to work after experiencing a setback.
Knowledge, skills, and ability
- Experience as a teacher or trainer.
- Experience with writing or communications.
- Experience with content management systems.
- Experience with creating and managing documentation.
- Experience working with an interdisciplinary team.
- Experience working with and managing partners throughout a large organization.
- At least three years of full-time, or equivalent part-time professional experience in a related field.
- Expertise using instructional methods and training techniques, including virtual training methods.
- Expertise in curriculum documentation and design.
Especially strong candidates will have:
- Training certifications that demonstrate training development and facilitation proficiency
We’re interested in hiring the best possible candidate for the Partner Success Coordinator role. We recognize that experience, education, and qualifications can be attained in a variety of ways and that many skillsets are transferable. If you feel you’re a good fit, please don’t hesitate to apply.
- A one-page cover letter explaining why you’re passionate about being a Partner Success Coordinator for phila.gov.
- Your resume.
- At least three work samples that demonstrate your expertise in training or documentation.
Please note: Only complete applications will be considered for review, so read the above application requirements carefully
Salary Not to Exceed: $90,000
Did you know?
- We are a Public Service Loan Forgiveness Program qualified employer
- 25% tuition discount program for City employees (and sometimes spouses and dependents as well) in partnership with area colleges and universities
- We offer Comprehensive health coverage for employees and their eligible dependents
- Our wellness program offers eligibility into the discounted medical plan
- Employees receive paid vacation, sick leave, and holidays
- Generous retirement savings options are available
- The successful candidate must be a city of Philadelphia resident within six months of hire.
Please note that effective September 1, 2021, the City of Philadelphia is requiring all new employees to present proof of vaccination against COVID-19.
The City of Philadelphia is an Equal Opportunity employer and does not permit discrimination based on race, ethnicity, color, sex, sexual orientation, gender identity, religion, national origin, ancestry, age, disability, marital status, source of income, familial status, genetic information or domestic or sexual violence victim status. If you believe you were discriminated against, call the Philadelphia Commission on Human Relations at 215-686-4670 or send an email to faqpchr @phila.gov. For more information, go to: Human Relations Website: http://www.phila.gov/humanrelations/Pages/default.aspx