Channel Partner Success Agent

Passport Labs, Inc.•Charlotte, NC

About The Position

As a Channel Partner Success Agent at Passport, you will be the operational backbone of our channel team. You will manage a high-volume portfolio of city locations served through our channel partners — companies that are hired by cities to run their parking operations and have selected Passport as their software provider. You will be responsible for keeping those locations healthy, adopted, and progressing toward maximum value. You will work closely with our Channel Partner Success Team Lead, serving as the day-to-day point of contact for location-level relationships while escalating strategic opportunities and risks upward. You will do all of this in our fast-paced, constantly evolving environment, where being organized, proactive, and client-obsessed is a baseline — not a differentiator. At Passport, we believe in deep-rooted, authentic, value-driven partnerships founded on shared objectives and joint success. That philosophy extends through our channel partnerships: when our partners succeed in the cities they manage, we succeed together.

Requirements

Experience with a CRM (Salesforce preferred)
Experience with project/issue management systems preferred (JIRA)
Knowledge of backend development terminology, processes and software engineering practices preferred
Analytical and process-oriented mindset
Demonstrated desire for continuous learning and improvement
Strong communication and presentations skills
1-3 years experience customer success, account management or sales

Responsibilities

Manage a large client portfolio
Drive success across a portfolio of multiple accounts
Prioritize accounts according to risk and growth opportunity
Provide ongoing, comprehensive updates to the Team Lead regarding client health and priority initiatives
Act as liaison between the client and internal support/engineering teams
Enable clients to realize the full potential of our product
Understand and tailor interactions to their business objectives
Extend utilization across the organization to maximize objective alignment
Engage with municipal leadership when needed to support partner objectives
Maximize client value
Analyze expansion opportunities and provide data to demonstrate success
Provide clear direction and next steps to continue increasing value
Manage and execute client renewals and upsells
Drive new business growth through greater advocacy and reference-ability
Identify and pursue opportunities for upsell
Demonstrate value through hardened metrics
Maintain and expand client relationships
Extend reach into new client departments/divisions
Educate new contacts with value messaging
Provide structure and direction to extend accounts
Analyze success metrics to determine adoption trends
Analyze activity as it relates to business objectives
Develop intelligence based on adoption metrics
Increase client satisfaction
Create relationships founded on value
Teach and advocate industry best practices