Resy Team Manager, Partner Success

American Express•California, MD

69d•Hybrid

About The Position

At American Express, our culture is built on a 175-year history of innovation, shared values and Leadership Behaviors, and an unwavering commitment to back our customers, communities, and colleagues. As part of Team Amex, you'll experience this powerful backing with comprehensive support for your holistic well-being and many opportunities to learn new skills, develop as a leader, and grow your career. Here, your voice and ideas matter, your work makes an impact, and together, you will help us define the future of American Express. Resy is looking to add a Partner Success Manager to the Partner Success team. The primary functions of the Manager, Partner Success role are to ensure we provide and deliver value for our partners, to propel market stability and growth for the business, and to empower and support the professional development of our teams. Managers coach and course correct as necessary to ensure that each member of the RS team is executing at a high level. Actionable consultancy and advisement to both internal stakeholders and our partners encourages engagement and adoption across markets. Managers maintain strong lines of communication and visibility with our in-market representation and offer guidance on strategy in nurturing a proactive & targeted engagement model and advocacy across our book of business. This helps sustain and propel the company mission of securing the best restaurants in our most strategic markets, and ensures that our Customer Success mission remains on track to raise the standard of hospitality through retention, voice of the customer, and value-add efforts. Managers balance their time between market strategy, their own professional development, and deepening their contributions to the business unit through knowledge share, cross-functional collaborations, and process evolution. Balancing the business needs will require excellent time management, a deep understanding of operations and business assessment, an analytical perspective, and exceptional communication skills. The Manager needs to engage with executive-level stakeholders and to be competent in producing actionable deliverables in a proactive manner, both internally and externally - managing down, across, and up. Managers drive the development of talent through ensuring individuals have clear goals with a defined path to attainment, and the provision of consistent and timely feedback. This will also include management of performance issues. These high levels of communication will allow the Manager to showcase their deep understanding of data analysis and to position themselves as a thought leader for our teams and our business unit. Managers are a reliable resource to their team and work closely with cross-functional stakeholders across the organization, particularly with the Revenue, Sales, Product, Data, Access, Enablement, and Marketing teams. This posting is a for a United States position. Candidates should reside in Los Angeles, CA, or San Francisco, CA, are expected to travel into focus cities ~10% of the time and should expect to be partner-facing.

Requirements

1+ year as a Sr. Partner Success Manager with minimum 9 months of exceeding goals; or 1+ year as a top performing Manager on cross-functional Resy team; or 2+ years operational hospitality or CS management experience
Proven competency with presenting written and verbal communications, retention, and negotiations
Demonstrated excellence in thought leadership and as the voice of the customer
Exceptional organization, communication, and time-management are critical to this role
Proficiency with data analysis tools and assessments required (i.e.â¯Looker, Tableau, Excel)

Nice To Haves

Expertise withâ¯Salesforce,â¯MS Office Suite,â¯iOS, Atlassian a huge plus

Responsibilities

Display competency on presenting at an executive level, both internally and externally
Coach team performance vs. individual performance
Effectively advocate needs to key stakeholders
Nurture advocacy with our restaurant partners and drive value-add opportunities to their businesses
Evaluating personal skills and abilities
Prioritizing and balancing
Execute upon cross-departmental campaigns, initiatives, or projects: Marketing, Sales, Product, Finance, Support, Enablement, and Leadership
Understand and advocate for the Customer Journey within cross-functional teams and its relationship to various CS activities
Maintain deep knowledge of partner value-add opportunities and use-cases, including familiarity with the product roadmap and release schedules
Identify and overcome objections that reinforce a true partnership
Facilitate de-escalations, negotiations, and management of partner relationships across multiple cities and an array of product offerings

Benefits

Competitive base salaries
Bonus incentives
6% Company Match on retirement savings plan
Free financial coaching and financial well-being support
Comprehensive medical, dental, vision, life insurance, and disability benefits
Flexible working model with hybrid, onsite or virtual arrangements depending on role and business need
20+ weeks paid parental leave for all parents, regardless of gender, offered for pregnancy, adoption or surrogacy
Free access to global on-site wellness centers staffed with nurses and doctors (depending on location)
Free and confidential counseling support through our Healthy Minds program
Career development and training opportunities