Partner Success Manager

Role Details
Contract Duration: Permanent
Position type and schedule: Full-time, rotating/shifting schedule
Training Schedule: TBD
Work type and Location: Hybrid
Expected start date: ASAP

About Us

A little about us: we connect talented people globally with innovative companies who want to build, transform, and scale their operations. We provide talented global teams, strategic expertise, and seamlessly integrated technology to extend the positive impact good business can have everywhere.

We are recognized as a Most Loved Workplace, and we think it’s because we believe that culture drives business success. We encourage our associates to bring their whole, authentic selves to everything they do at PartnerHero. So bring your experience and your talents, as well as your passion and everything else that makes you who you are. You will always be supported to do your best work at PartnerHero, enjoy your day-to-day, and thrive.

About The Role

The Partner Success Manager manages key accounts at PartnerHero. They engage with partners and provide best practices on the journey to becoming successful at PartnerHero.

We are searching for a professional and courteous Partner Success Manager with great people skills to help our business prioritize existing partners and bring new partners on board. The Partner Success Manager will be tasked with maintaining current clients and growing our customer base, keeping accurate correspondence records, meeting regularly with management, updating partner's details, and ensuring accurate billing. Your dedication to the needs of our clients will encourage client loyalty and enhance our organization’s growth through positive partner-to-business engagement.

A successful candidate will have a strong command of the PartnerHero ecosystem and be responsible for both technical and business tasks including management of partner expectations and satisfaction. The Program Relationship Manager understands the partner’s business strategy, forecast, and services capabilities, and works to assure the overall quality of delivery for managed services.

The Program Relationship Manager will work both independently and in partnership with the Operations team, Program Managers, Team Leads, and Flex Support team. 

What you’ll do:

• The first point of contact after a Partner signs their contract and will be managing the onboarding process, ensuring a successful launch and implementation
• Highly engaged for the first 90 days of the relationship and until the completion of handoff and transition to the Program Manager after which you will be acting as a strategic advisor to the partner by keeping key points of contact up to date with their key challenges and opportunities
• Overseeing program operations, including hiring, onboarding, training, quality assurance, tool optimization, and team building
• Responsible for financial transactions with the partner including but not limited to ensuring invoices are submitted timely and accurately
• Establishing a quality-focused team culture with strong communication and adherence to the PartnerHero Core Values
• Identifying program issues and risks, and developing mitigation initiatives to reduce the potential impact
• Participating in regular program Business Reviews ( Weekly, Monthly, Quarterly) with the partner’s executive leadership team
• Practicing heightened awareness of startup e-commerce organizations and the agility required to work within these teams
• Developing a deep understanding of the partner's services. business, services portfolio, key stakeholders, customer base
• Conducting periodic deep-dive audits and engaging the necessary resources to fix any systemic problems
• Identifying opportunities to improve or modify products and services to improve customer effectiveness and experience, and recommend those improvements through proper channels, driving product/services enhancements and development
• Meeting regularly with the partner to hold discussions that balance proactive and reactive work and result in becoming their trusted partner and advisor

What we expect from you:

• 3+ years as a Client Services/Account/Success Manager or equivalent
• Proven track record of successfully retaining and growing significant partnership accounts
• 3+ years successfully managing account relationship teams and processes, including mentoring 3-5 junior account managers
• Deep knowledge of trends in Customer Experience, including the development and implementation of technical support solutions, CX best practices, and strategic forecasting
• Familiarity with platforms such as Zendesk, Talkdesk, Shopify, and Gsuite applications
• Comfort and experience liaising directly with executive stakeholders, including the C-Suite, both internally and on the partner’s side
• Virtual team leadership, both in the Philippines and globally
• If you have these additional skills that would be great (but not required!):
  • Experience working within a brand-driven startup environment
  • Omnichannel contact center experience and leadership (phone, email, chat, etc.)
  • Experience leading teams impacted by seasonality and high consumer demand periods
  • Experience in a high-stress operational group that is dependent on escalation priority and issue triage

What you’ll get in return:

• Location: Metro Manila (hybrid work set-up)
• Competitive compensation based on experience
• Attractive benefits package including medical, dental, and vision options, sabbatical leave for tenured employees 
• Access to free posture-based fitness workouts from home
• Paid Sabbatical Leave
• Training opportunities provided by PartnerHero and outside entities
• 1-on-1 coaching with feedback sessions, mentorship, and opportunities for cross-functional development
   

Company Culture is at our core

Culture leads, and success follows. Our core values bring intention to our work and set the tone for our culture. From the partners we serve to the associates who work with us, we share a set of core values that guide our actions.

• Care for others - Cooperate, empathize, and seek opportunities to put each other first.
• Embrace growth - Expand your mind by taking calculated risks, developing your skills, and staying open to change
• Manifest trust - Trust is the bond that allows us to work at our highest levels, as members of a team, in a unified direction. It is continuously earned by delivering on our commitments.
• Take ownership - Doing the right thing should come naturally.
• Be humble - Seek guidance, receive feedback, ask questions, and listen to your colleagues

PartnerHero is proud to be an equal opportunity workplace. We value diversity, inclusion, equity and belonging and these pillars are at the heart of how we work together. We are committed to providing equal employment opportunities regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity, Veteran status, or any other applicable legally protected characteristics in the location in which the candidate is applying. We also consider qualified applicants regardless of criminal histories, consistent with legal requirements. 

We are committed to the inclusion of all individuals and will make reasonable accommodations for qualified individuals with disabilities in our job application process. If you require assistance or accommodations to participate in the job application or interview process, please contact [email protected].