SVP, Partner Experience

Join the AVANT Team•Chicago, IL

7d•Onsite

About The Position

AVANT Communications is the nation's leading Technology Services Distributor (TSD), empowering thousands of Trusted Advisors to navigate the rapidly evolving landscape of UCaaS, CCaaS, Cloud, Connectivity, Security, and emerging technologies. The SVP of Partner Experience is a newly created, executive-level role designed to elevate and unify the end-to-end experience AVANT delivers to its Trusted Advisors. Reporting directly to the CEO, this leader will be responsible for the strategy, design, and delivery of world-class customer experience across every touchpoint—from onboarding and sales enablement to commissions, technical support, and platform engagement. The SVP will bring together AVANT's diverse portfolio of support services—including Pathfinder, proprietary research, training, and engineering resources—into coherent, scalable, packaged offerings that create clear and measurable value for Trusted Advisors. This is a highly visible and strategic position that will shape AVANT's competitive differentiation for years to come. The ideal candidate brings 20 or more years of experience in a vendor, distributor, or customer-centric B2B organization within the technology space and has a demonstrated track record of building and scaling customer experience functions that drive retention, loyalty, and revenue growth.

Requirements

20+ years of progressive leadership experience in customer experience, client success, or service delivery within a technology vendor, distributor, or customer-focused B2B organization.
Familiarity with the Technology Services Distributor (TSD) / channel ecosystem; relationships within the Trusted Advisor community preferred.
Demonstrated success building and scaling CX organizations, including product-izing services and driving adoption of technology platforms.
Proven ability to operate at the intersection of strategy and execution in a fast-moving, growth-stage environment.
Experience with pricing, packaging of services, and P&L accountability for service-based offerings.
Exceptional executive presence and communication skills; ability to influence at all levels internally and externally.

Nice To Haves

Relationships within the Trusted Advisor community preferred.

Responsibilities

Own and drive AVANT's enterprise partner experience vision, strategy, and multi-year roadmap, with a relentless focus on Trusted Advisor success and long-term engagement.
Define and track key CX metrics—NPS, retention, time-to-value, satisfaction scores—and build a culture of continuous improvement across the 125-person organization.
Serve as a significant executive voice of the Trusted Advisor community internally, influencing product, marketing, and sales strategy based on customer insight.
Partner with the CEO and senior leadership team on company-wide initiatives where Trusted Advisor impact is central.
Lead the design and commercialization of bundled service 'products' that integrate AVANT's capabilities—Pathfinder, research, training, engineering support, and client services—into clearly defined, scalable offerings.
Establish a product management discipline within Partner Experience, defining packaging, positioning, and delivery models for service tiers.
Partner with Sales, Marketing, and Finance to develop pricing strategies for service packages, balancing value creation for Trusted Advisors with margin objectives.
Drive programs that deepen Trusted Advisor engagement, increase platform adoption (particularly Pathfinder), and strengthen loyalty across the full TA lifecycle.
Collaborate with the VP of Pre & Post Sales Client Support to ensure seamless onboarding, issue resolution, and proactive success management.
Regularly represent AVANT at key industry events, advisory boards, and TA-facing engagements as an executive sponsor.
Lead, develop, and inspire a team of approximately 125 professionals across three direct report functions.
Foster a high-performance, customer-first culture aligned with AVANT's bold, high-energy brand and values.
Attract and develop top talent; build succession depth across the Partner Experience organization.