Partner Success Manager

Overview

Job Description

Responsibilities

• - Acts as a high-level liaison for Partnerships, focusing on operations, alignment, advocacy, and collaboration to efficiently manage escalations or high-priority issues.
• - Develops joint success frameworks with partners, outlining mutual objectives and ensuring long-term alignment and growth.
• - Hold regular operational meetings with partners in their portfolio to review KPI’s and needs for process for training improvements.
• - Partners with Strategic Partnership Managers to deliver relevant Steerco updates.
• - Define, implement and improve processes that scale and enable a seamless end-to-end customer experience in partnership with the operational teams.
• - Leads the creation of SOPs and best practices that streamline workflows and enhance support outcomes for each partner eco-system.
• - Oversees escalations from Customer Care and other verticals, ensuring only cases meeting specific criteria are referred for strategic intervention.
• - Works closely with Customer Care, CX Operations, and other internal teams to establish smooth handovers and effective escalation workflows.
• - Partners with relevant verticals to address issues arising in the customer lifecycle, fostering a cohesive experience for all stakeholders.
• - Collects and processes partners’ feedback for our Product team, leading to product improvement and advocates for new partner related features.
• - Reviews reports provided by Customer Care and operational teams, analyzing trends and escalation patterns.
• - Generates insights and data-driven recommendations based on recurring issues or inefficiencies, sharing these insights with relevant teams to drive continuous process improvement and drives implementation of new process improvements.

Required Skills

• - Experience working in strategic partnerships
• - Experience in defining, implementing and improving processes that scale
• - Experience in escalation management and issue resolution
• - Experience working very closely with Customer Care, CX Operations, and other internal teams
• - Experience reviewing reports and analyzing trends and escalation patterns
• - Experience in scoping and designing the training resources to address partners’ needs
• - Writes and speaks fluent English
• - Experience working remotely (not required but recommended)

Benefits

• - Work from anywhere
• - Flexible paid time off
• - Flexible working hours (we are async)
• - 16 weeks paid parental leave
• - Mental health support services
• - Stock options
• - Learning budget
• - Home office budget & IT equipment
• - Budget for local in-person social events or co-working spaces