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Partner Success Manager
4 weeks ago
What's been key to our success? Our people—we value everyone's unique perspective and energy they bring to the organization. We collaborate openly across teams and borders. We embrace a growth mindset to get results. And we celebrate shared success as goals and milestones are achieved.
Ready to join a team where innovation meets collaboration? If you're driven by bold ideas and a customer-centric mentality, your next adventure starts here
We are looking for a resourceful Partner Success Manager to join our Partner Success team in Mumbai.
In this position, you will be focused on improving our customer's experience through supporting, developing and expanding our partner's skills and expertise. Do you enjoy knowing that your work has significantly improved your partner and ultimately our client's life? Do you have the personality, the systematic approach, and the skills to align internal, external and partner organizations through the entire customer journey? If so, keep reading
Your Impact
As a Partner Success Manager, you are primarily responsible for the successful onboarding, enablement and management of partner resources to be able to deploy, drive customer adoption and ongoing health of our customers and their Board solutions. Acting as a key contact for partners, you will work alongside our Customer Success Managers and Professional Services team to ensure that our partners have the skills and competency to support our customers during their customer lifecycle and adoption to ensure together, Board is delivering high ROI. As the primary partner contact for any platform challenges, you will handle partner escalations and ensure partner satisfaction.
Strategic objectives Handle a portfolio of partners with a key aim to maximize the partner's skills and competency on the Board platform. To grow the partner's Board platform and PRIME implementation competency and overall resource pool, at a named resource-level Be the primary Board partner's point of contact during the relationship Work as part of an account team (strategic clients) and utilize your partner relationships with a client to help execute on the account strategy Spot opportunities to create sales pipeline and grow the partner's Board accounts Connect the partner to other areas of Board as needed including the Board Product, Support, Community, Sales, as well as other Customer Success teams. Partner adoption Proactively monitor partner certifications, project experience and customer-partner feedback Work closely with Partners to align on their customer Board platform Expansion plans and build growth and/or medial plans if needed. Support Partners (co-implement) to enable Customers to achieve business transformation with Board, helping them to map their business goals to the platform capability Promote and support engagement with Board through community usage, user groups, event participation (e.g. Board Days, Board Mastery Programs, local and virtual user groups) Educate Partners on our Platform Roadmap Run regular scheduled partner check-ins and progress reviews Implementation Work with our Partners, Customer Success Managers and Professional Services teams to ensure implementation success and service quality exceeds customer expectations. Coach partners to create and manage a delivery model and change management framework to support their customer's Board journey Support and collaborate with Board partners to ensure joint customer success and that the Partner is representing Board in the best possible way. Mediate to resolve all technical/platform issues with existing implementation Partners and internal support teams. Handle issue escalations from partners and joint customers. Ensure proactive ticket deflection Advocate our model building best practices with your assigned partners and also encourage the use of the Board PRIME implementation methodology. Results of all above
Partner success metrics such as # skilled partner implementation resources (per agreed plan), completed certifications, Community contributions, # successful projects, P-SAT scores and other agreed metrics.
Safeguard high CSAT/NPS scores of partner-lead clients; improve partner and ultimately customer relationships
Essential Skills Partner first and customer first mentality Proactive attitude Ability to react with urgency, and remain calm under pressure Strong project and program management experience Ability to multi task and prioritize Run your own business mentality & drive Strong troubleshooting and problem solving skills Curiosity Account management or client services background Adapts well to change and flexible Strong communication skills with the ability to communicate and translate technical information to all Run and support your own book of business Able to leverage technology to handle their customer portfolio Model building, forecasting and other applicable experience Planning and modelling experience a plus
