Description
As a Partner Success Manager, you will play a vital role in driving the success of our client’s strategic partnerships and fostering long-term, mutually beneficial relationships. Your ability to build trust, provide value, and collaborate effectively will be key to achieving partner satisfaction, retention, and revenue growth.
· Partner Relationship Management:
o Leading and managing partner accounts as it relates to platform and operational priorities and work with internal stakeholders to prioritize and deliver partnership improvement programs
o Develop and nurture relationships with strategic partners, serving as their main point of contact for all inquiries, requests, and escalations.
o Coordinating monthly and quarterly business reviews to assess business achievements, performance, objectives, and future roadmap with a focus on overall partner satisfaction
o Lead communications with partners related to critical incidents affecting availability of services
· Partner Success and Change Management
o Collaborate with partners to define success metrics and develop joint business plans to achieve mutual goals
o Conduct regular business reviews with partners to assess their progress, address challenges, and identify areas for improvement.
o Plan, execute, and monitor changes to critical client support and onboarding processes
o Provide guidance to partner internal teams supporting the client’s solution products and services effectively.
o Coordinate and deliver training sessions, webinars, and workshops to educate partners on product updates, features, and industry trends.
· Revenue Growth and Expansion:
o Track and report on partner performance metrics, including revenue, customer acquisition, and retention rates on a monthly, quarterly, and semi-annual basis
o Developing strong working relationships with partners to understand business objectives, identify business development opportunities and/or needs for the platform and inform product roadmap
· Partner Advocacy:
o Act as a champion and advocate for partners within our client’s organization, ensuring their needs and concerns are addressed promptly and effectively
o Represent the voice of partners during internal discussions and decision-making processes
o Provide weekly updates to executive team on all account activity
o Providing initial product and informational support for customers escalating all bugs/issues to the relevant internal channels to get resolved in a timely manner.
o Acting as a subject matter expert on the platform and its uses for users, addressing any questions regarding the product/platform and services
What you will be measured on:
· Time to Revenue for each account
· Onboarding targets
· Retention and adoption
· Support Satisfaction
Required Skills and Qualifications:
· 3-5+ years of experience in Customer Success Management or Account Management
· Experience with B2B Platforms
· Bachelor’s degree in Commerce, Information technology, or related field
· Ability to maintain composure in stressful situations, respond to customer needs quickly and effectively, adapt to change, and be comfortable with ambiguity
· Program Management: Ability to successfully oversee and coordinate multiple projects or initiatives to achieve set objectives and targets
· Detailed-oriented: Ensuring that tasks, responsibilities and commitments are completed timely
· Strong Communication: Excellent communication skills to compose value-based emails, deliver concise presentations, and turn complex topics into consumable content
· Data driven: A solid understanding of business performance metrics, and a willingness to embrace data and experience in interpreting data analytics and deriving insights that drive customer value
· Customer Obsession: Resolute focus on the needs of the customer above all. Views problems through the customer’s lens first, basing decisions and prioritization around their needs
· Follow-through: High motivation, bias to action and strong prioritization. Can work proactively and independently to bring all assigned work to completion with speed and accuracy
· Empathy: Able to relate to others with a different view or experience. Quickly keys into the needs of customers or collaborators, demonstrating sensitivity in responding to challenges
· Collaboration: Assertive with humility, able to lead change in a positive way. Maintains high standards for verbal and written communication, and is always professional under pressure
· Analytical thinking: Leverages experience and expertise to quickly identify and comprehend complex problems. Adept at understanding how technical things work and walking someone else through the details
