Summary/Objective
The Partner Success Manager (PSM) is the primary steward of our most important and strategic customers, Certified Network Partners (CNP). The PSM engages Certified Network Partners to drive adoption of isolved HCM technology, generate high levels of partner and end customer satisfaction and develop strong relationships that make our Network Partners "customers for life" here at isolved. The PSM is critical to the company's mission of demonstrating ongoing value to Network Partners by driving usage of isolved' s best in class HCM platform and products as well as working with the entire isolved organization to uncover new ways to add value and ensure retention of Partners.
Core Job Duties
- Act as the main point of contact between isolved and an assigned number of named Network Partner accounts
- Maintain a consistent cadence of communication with Network Partners including regular reviews about their product adoption trends, Partner sentiment, and mining opportunities for deeper engagement
- Understand Network Partner outcomes by analyzing Partner health metrics and gathering other feedback
- Develop opportunities for Network Partners to act as isolved advocates and generate testimonials, case studies as well as provide references as needed
- Represent the voice of the Partner to provide input into the company's product development process as well as marketing and sales processes
- Gauge Partner engagement with the company and provide feedback to the other teams regarding product and service improvements
- Marshall resources across the isolved organization, as needed, to support Partner needs such as Partner Support, marketing, or product development
- Collaborate closely with team members to support renewals and expansion opportunities
- Provide insights to Partners to ensure that they get the most out of the platform with the intent of helping to grow our isolved HCM customer base
Job Complexity
As an expert in the field, uses professional concepts in developing resolution to critical issues and broad design matters. Anticipates broad changes pertaining to their area of expertise and ensure isolved is always ahead of the curve. Significant barriers to entry (e.g., top management review, approval) exist at this level.
Interaction
Work on issues that impact design/selling success or address future concepts, products, or technologies. Creates formal networks with key decision makers and serves as external spokesperson for the organization.
Supervision
Exercises wide latitude in determining objectives and approaches to critical assignments.
Experience
Typically requires a minimum of 5+ years of related experience with a Bachelor's degree; or 5+ years and a Master's degree; or a PhD with 5+ years' experience; or equivalent experience.
Minimum Qualifications
- BA/BS
- 5+ years customer success or account management experience in a SaaS or software company is preferred.
- Experience in the HCM industry is a plus but not a requirement
- Proven track record of working in a customer facing role
- Experience working with, and managing stakeholders and customers
- A high level of accuracy and attention to detail is required
- Excellent presentation, written communication, and interpersonal skills
- Driven, self-motivated, enthusiastic, with a "can do" and "go the extra mile" attitude
Additional Preferred Qualifications
- Customer Focused: Ability to build strong internal and external customer relationships and deliver customer-centric solutions.
- Problem Solving: Ability to process complex and sometimes contradictory information to effectively solve problems.
- Accountable: Being answerable for your actions and owning up to commitments.
- Communication: Developing and delivering information that conveys a clear understanding of the needs of different audiences.
- Relationship Building: Establishes effective partnerships and works collaboratively with others to meet shared objectives.
- Quality Results Focused: Takes on new opportunities with enthusiasm, applies efficiency to tasks and keeps our customers' experience in mind.
- Cultivate Innovation: Creates new and better ways for the organization to be successful.
Travel Required
Yes, travel may be required.
Work Authorization
Employee must be legally authorized to work in the United States.
FLSA Classification: Exempt
Location:
Remote, US.
