Partner Success Manager

OneVision Resources•Boston, MA

1d•Remote

About The Position

An analogy we use to describe your role is that of a football quarterback - the person on the field who organizes everyone on the team to work towards a common goal of scoring a touchdown. A quarterback is both a player and a coach - they’re on the field and part of the action, while also keeping their teammates organized and moving in one direction. In much the same way, you as the Partner Success Manager will be on the field every day, working in the moment to represent the needs of our Partners to your internal teammates and vice versa. You’re also the on-field coach who keeps the bigger picture in mind each day, helping our Partners maximize their success on our platform. A quarterback doesn’t control all the resources, but is responsible for organizing them. As the Partner Success Manager, you’re constantly communicating with our Partners (the customer), internal management, and other internal teammates to make sure everyone is moving down the field at the same time. You are leveraging your skills at account planning, organization mapping, and relationship-building to ensure that everyone is working toward the customer’s success. A quarterback is the play caller. As our Partner Success Manager, you’re the one who’s closest to our Partners and know what actions to take. You need to think strategically when making these decisions, and you also need to act quickly on your feet when the unexpected happens (which it always will!). We trust you to be in the know enough to tell us what our Partners need, and we also trust you to know our internal limitations when determining what we can do to support our Partners. As we bring on new Partners (small home-technology companies located across the country), the Partner Success Manager is responsible for building a strong relationship with each Partner, understanding and evaluating their business & service model, mapping out an individual transformation plan (think change management) to align their structure with our platform bundles. Our Partner Success Manager then leads each Partner through their respective plan, ensuring their success with our platform and increasing sales. Ultimately, your goal is to drive the partnership to a collectively profitable place through the sale of membership subscriptions to our platform and to keep the partner relationship in a generally warm-and-fuzzy place. This requires a creative and focused approach to each individual Partner, discovering the relevant players within their team, empathizing with their specific realities, coordinating internal resources, and navigating the best path to successfully encourage their adoption of our platform to increase revenue. In other words, you must deeply understand the mindset of entrepreneurial owners navigating transformation – and guide them confidently to their next level. As you can imagine, each Partner company has its own group of stakeholders and role players, each of which operates in its own environment. We doubled our partners in the last year (150+) and plan to double again this coming year. In short… you’ll be a very busy, and adept, quarterback.

Requirements

5+ years of experience in client success, consulting, sales management, sales training, or similar roles – ideally within the technology integration, trades, SaaS, or professional services industries
Demonstrated success working directly with owners/operators of small to mid-sized businesses
The ability to lead organizational change (i.e. change management) with the precision and agility of a kung fu fighter – while skillfully navigating the emotional and complex terrain that comes with it
An intimate understanding of sales processes, service operations, team dynamics, and customer support systems
Comfort with up to 15% domestic travel for in-person face time with Partners and at industry events
The willingness to iterate quickly and often - each of our Partners (B2B customers) is different, with varying needs and dynamics. You, therefore, need to be comfortable modifying your style and approach to leverage the best outcome for each Partner
The ability to make informed, independent decisions about how to juggle multiple projects and priorities (you’ll have a lot of Partners competing for your time and attention)
The ability to improvise in front of complete strangers
The ability to navigate ambiguous situations and circumstances
A rabid, borderline freakish ability to understand and interpret human emotions and motivations
The ability to drive impactful and proactive communication
The ability and willingness to use both soft and hard persuasive strategies
The ability to virtually/remotely develop meaningful rapport and relationships
A systematic and organized approach to your work
A confident, polished presence
The ability to shift seamlessly between meetings/collaborative sessions and periods of focused, independent work
A willingness to voice your opinion and engage in thoughtful internal debates - may the best idea win! Check your ego at the door
A reliable work ethic and focus on delivering results, whatever it takes
A strong desire to be a team player - we are all in this together

Nice To Haves

If you have a working knowledge of the custom-integration (CEDIA) industry, as an integrator and/or as a vendor to integrators
If you can demonstrate solid experience consulting with business owners and management stakeholders in small to mid-sized businesses within a trades industry
If you have deep Customer Success Management experience
If you can demonstrate significant Change Management experience
If you have experience working in a start-up environment
If you can rock a catwalk hotter than Hansel.

Responsibilities

Keeping each Partner and their entire organization engaged, after their onboarding; however, this starts from the get-go (i.e. once they sign on the dotted line)! You’ll quickly build relationships with owners/senior stakeholders on their team to then lead them through a structured transformation journey from onboarding to full adoption of OneVision’s Platform Services model
Making sure each Partner is actively selling membership subscriptions to their clients (this is how we make money)
Identifying upsell opportunities and closing partners on platform add-ons and package upgrades
Ensuring that each Partner remains committed to our platform and continuous improvement when implementing platform SOP’s and best practices (this often takes coaching, motivating, change management, and driving accountability)
Reaching beyond just the business owner to establish and nurture deep relationships with key individuals across each Partner company, converting them into OneVision advocates
Working with our other Partner Development and Product Management teammates to stay up to date on changes to our platform and roll out to Partners
Collaborating with internal teams (Support, Sales, and Marketing, to name a few) to ensure alignment, share feedback, and deliver a consistent Partner experience
Establishing goals, tracking milestones, and delivering regular progress updates to ensure Partner success, retention, and growth in service-related revenue streams