Partner Success Manager

FISPAN•Vancouver, BC

9d•Onsite

About The Position

As a Partner Success Manager, you will play a vital role in driving the success of our 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.

Requirements

3-5+ years of experience in Customer Success Management or Account Management
Experience with B2B Platforms
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

Responsibilities

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
Develop and nurture relationships with strategic partners, serving as their main point of contact for all inquiries, requests, and escalations.
Coordinating monthly and quarterly business reviews to assess business achievements, performance, objectives, and future roadmap with a focus on overall partner satisfaction
Lead communications with partners related to critical incidents affecting availability of services
Collaborate with partners to define success metrics and develop joint business plans to achieve mutual goals
Conduct regular business reviews with partners to assess their progress, address challenges, and identify areas for improvement.
Plan, execute, and monitor changes to critical client support and onboarding processes
Provide guidance to partner internal teams supporting the FISPAN solution products and services effectively.
Coordinate and deliver training sessions, webinars, and workshops to educate partners on product updates, features, and industry trends.
Track and report on partner performance metrics, including revenue, customer acquisition, and retention rates on a monthly, quarterly, and semi-annual basis
Developing strong working relationships with partners to understand business objectives, identify business development opportunities and/or needs for the platform and inform product roadmap
Act as a champion and advocate for partners within our organization, ensuring their needs and concerns are addressed promptly and effectively
Represent the voice of partners during internal discussions and decision-making processes
Provide weekly updates to executive team on all account activity
Providing initial product and informational support for customers escalating all bugs/issues to the relevant internal channels to get resolved in a timely manner.
Acting as a subject matter expert on the platform and its uses for users, addressing any questions regarding the product/platform and services

Benefits

semi-annual bonus plan
Best-Class Equipment: The most modern MacBook and Apple equipment.
Prime Location: Our downtown Vancouver office offers coastal views and access to the building fitness center.
Flexibility: Generous benefits, including a family leave top-up program and our Work-From-Anywhere policy.
fully stocked cupboards
weekly catered team lunches
daily JJ Bean coffee runs
Extended health and dental benefits
Paid time off
Savings and retirement plan matching
Parenthood top-up
Mentorship programs, and leadership series