Partner Success Manager

Brightspeed•Charlotte, NC

7d•Hybrid

About The Position

This position reports to and works in conjunction with the Manager, Business Development to develop strategies that support Partner success and revenue assurance for the Indirect Channel. This position works autonomously to implement these strategies and to engage with Partners throughout the customer lifecycle. This position acts as a liaison between Brightspeed and the Indirect Partner Community sharing Brightspeed information with Partners and advocating for Partners within Brightspeed. From order submission through lifecycle management and revenue assurance this position defines Partner success from the Partners’ perspectives and ensures Brightspeed is viewed by Partners as easy to do business with. Partner Success begins by setting realistic expectations with Partners and it supports those Partners as needed to meet or exceed these expectations. This position is a single point of contact for Partners who want Brightspeed to offer a full support model “do it for me.” Or, for Partners who value DIY, it focuses on enabling Partners with self-service tools and capabilities throughout the customer lifecycle. Some Partners prefer a hybrid model – full support at some points in the lifecycle and self-service at others or full support vs self-service depending on the customer segment. This position should identify how best to engage with each partner and then enable Partners to engage with Brightspeed as they choose to. In performing these responsibilities, this position will improve the trend of net install value within the Indirect Channel.

Requirements

Bachelor’s degree in Business Administration, Marketing, Communications, or a related field.
5+ years in partner management, business development, or customer success, preferably in telecommunications or technology.
Strong analytical and problem-solving skills to assess data and drive partner success.
Excellent communication and interpersonal skills for building relationships with partners and stakeholders.
Project management proficiency to handle multiple projects and meet deadlines.
Understanding of partner ecosystems, channel sales strategies, and customer lifecycle management processes.
Familiarity with self-service tools and technologies for partner engagement.
Proactive, results-oriented, and able to work autonomously.
Agile and adaptable, open to learning new processes.
Proficiency in CRM systems and data analytics; experienced with Microsoft Office Suite.
Willingness to travel as needed for partner engagement and industry events.

Responsibilities

Partner Needs Assessment Segment Partners and roles and personas within the partner community. Determine how each segment and each role chooses to engagement with Brightspeed and tailor our response to their needs. Define the ideal Partner experience by segment and type… Align internal policies, processes and systems to Partner needs and ensure process outcomes meet, exceed or come close to meeting Partner needs. Manage a Partner Operations Council that can assess Brightspeed policy, process and systems and guide development to better address Partner needs.
Post Sales Support for Partners Support Partners from Order Entry to First Bill. Track all open orders and provide meaningful order status to partners and prioritize orders that are prone to or experiencing problems and delays. Track high-cost pricing adjustments… Communicate the high-cost rationale to Indirect and Direct Sales Team Staff and Partners affiliated with these orders Diagnose causes of high-cost scenarios and empower Indirect Sales and Partners with suggestions to mitigate cost discrepancies prior to contracting. Set proper expectations with Partners about order cycle time. Intervene and escalate on behalf of Partners when orders encounter unusual delays. Liaison with direct teams on inflight CIE orders as needed.
Partner Support on Customer Lifecycle Management Support Partners through the customer lifecycle. Ensure Partners have the necessary Customer LOAs authorizing them to view and obtain proprietary customer information. Forward lifecycle management requests on CIE account to Direct Sales and their Support Teams. Act as a partner advocate on CIE accounts needing support from Direct Sales and Support teams. Act as a Brightspeed advocate with Partners on CIE accounts that need Partner engagement and support. Handle Partner billing inquiries on NCI Accounts as needed… Ensure internal billing support teams are responding effectively to these inquiries. Provide billing inquiry results to Partners in an easy to understand and user-friendly format. Assist Partners and Customers to create trouble tickets on NCI Accounts as needed. Help Partners and Customers escalate of existing tickets when necessary. Assist Partners with MACD on NCI Accounts as needed. Identify and position upsell and cross-sell opportunities with Partners during lifecycle support engagements and forward identified leads to Indirect or Direct Sales Teams to follow up. Set expectations for cycle time on billing inquiries, trouble resolution, and MACD request. Provide status updates as needed for all billing inquiries, trouble tickets, MACD requests.
Revenue Retention With the assistance of the Manager, Business Development, develop a comprehensive revenue management strategy and processes. Engage with internal stakeholders to create the systems, policies, processes and information necessary to support this revenue management practice. Segment partners, customers, and locations. Segment partners by size, type (Agent, VAR, MSP, etc.) and back-office retention capabilities Segment accounts by account size, enterprise value, churn propensity Segment location serviceability (Fiber Open for Sale (OFS), New Open for Sales (NOFS), Future Fiber Markets and Never Fiber Markets). Develop Partner offers and playbooks by segment type. Enable Partners to implement these revenue management practices. Ensure revenue retention responsibilities are clearly understood on CIE accounts and retention efforts are well coordinated between Partners and Direct CS teams. Identify Partner solutions that complement Brightspeed’s network services and voice solutions and mitigate churn risk on Brightspeed products. Develop measures of success and assess Partner adoption and adherence revenue management practices. Assess Indirect Channel revenue performance Identify issues and causes inhibiting revenue growth Implement new programs, tactics and offers to address these issues through and with partners to overcome these barriers to growth.
Partner Self-Service Enablement and Adoption With the assistance of the Manager, Business Development, develop self-service tools and the policy, process and systems that enable self-service capabilities through the customer lifecycle… Develop the most appropriate systems and data architecture to support Partner self-service Work with IT to develop, implement and manage these self-service systems. Ensure the development and proper maintenance and use of the Partner Hierarchy information especially Sales IDs and LOAs. Ensure this information yields accurate partner attribution to customer accounts and revenue and ensures accurate compensation, lifecycle management, Partner sales, expense and revenue reporting. Provide the ability for Partners to act on behalf of customers… Entering and submitting and track status of customer orders without engaging Indirect Sales and PSMs. Viewing invoices, creating billing inquiry requests, submitting trouble tickets and MACD requests throughout the lifecycle and tracking status without engaging Indirect Sales and PSMs. Maintaining lists of Brightspeed subject matter experts and support team members with whom Partners may need to periodically engage. Measurement of Partner adoption and usage of self-service tools. Engage with Partners to train them on self-service tools and notify them of updates and changes. If adoption and use are low, determine the root cause and implement corrective actions to increase adoption and use. Recognize, reward and compensate Partners who appropriately use self-service tools.

Benefits

We offer competitive compensation and comprehensive benefits.
Our benefits and paid time off programs reflect our underlying belief in promoting overall wellness through physical, emotional and financial health.
Brightspeed offers a comprehensive benefit program, including competitive medical, dental, vision, and life insurance; an employee assistance program; a 401K plan with company match and a host of voluntary benefits.

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