Partner Success Coordinator, AI

About the role

The Partner Success Coordinator reports to the Deputy-Chair, CTLT Manager, Product & Engineering, and leads needs assessments across the COMS-A network while preparing partner institutions to launch and adopt OneSpaceAfrica (OSA). OSA provides accompaniment for each partner institution, with a partner success coordinator as its point of support. The role is based at the University of Global Health Equity in Rwanda, with ongoing travel to COMS-A member institutions.

Key responsibilities

• Own needs assessments across the network, from planning through problem statements, user need profiles and institutional demand and readiness findings.
• Lead structured interviews and site visits with students, faculty, clinical staff and deans, and run institutional readiness surveys with follow-up calls to record demand and priority use cases.
• Brief and direct the needs-assessment consultants, coordinate data-sharing agreements (ownership, consent, de-identification) and prepare them for regulatory review.
• Assess each institution's readiness for launch, maintain a checklist of needed resources and plans to close gaps, and prepare onboarding plans and training for faculty and students.
• Support schools after launch, track adoption, identify recurring implementation barriers and resolve issues with the product and engineering team.
• Develop repeatable onboarding and accompaniment approaches, bring partner input into product and evaluation decisions, and share findings with the COMS-A network.

Required profile

• Bachelor's degree required.
• 4+ years of experience in partner or customer success, program implementation or field research, preferably in higher education, health professions education or global health.
• Experience designing and running qualitative research (semi-structured interviews, thematic analysis) and structured surveys.
• Experience driving adoption of a software product or digital platform, including onboarding, training and post-launch usage tracking.
• Experience managing consultants or field teams and project management across multiple sites.
• Excellent English, fluent French and preferred Kinyarwanda.
• Willingness to travel regularly to COMS-A member institutions.