Strategic Partnership Manager

mySidewalk’s Strategic Partnership Manager (SPM) is laser-focused on providing a stellar Customer Success experience to our largest and most influential public health accounts. The SPM will drive engagement and product adoption while fostering enthusiastic, passionate customers. Our future teammate will maintain a portfolio of active, strategic, public health customers with complex projects across all verticals and product lines. The SPM is tasked with aligning expectations, goals, and desired outcomes with purchased solutions and deliverables. The SPM plays a critical role on the Revenue Team as their efforts will support securing the annual contract value and retention of the Strategic Partner on an annual basis. They will also work tirelessly to identify opportunities for expansion and support the sales team in demonstrating the value of these opportunities. Using custom Action Plans, the SPM will create white-glove experiences for our most impactful public health customers. 

The kind of problems you’ll help us solve:

• What does ongoing engagement and strategy look like for our Strategic Customers, and how can we apply it across products? 
• How can our customer, defined as strategic in nature, help to foster a community of champions that aids in both renewal rates as well as the growth of our MRR? 
• What behaviors can we solidify to ensure our product offerings align with the success of customer base now and in the years ahead?
• How can we identify opportunities for expansion within our Strategic Customer base? 

How you’ll solve those problems:

• Own customer satisfaction, retention, and expansion throughout the life cycle of our Strategic Customers.
  
  • Ensure satisfaction of main POCs and buyers, working to identify and close gaps (in products or relationships) where they exist
  • Identifies creative solutions for managing customer expectations (ex. Marketing material, listening sessions, workshops, etc.)
  • Curate unique Action Plans for each Strategic Customer account, detailing milestones, expansion opportunities, and areas of risk. 
  • Aligns internal resources around shared account objectives (knows when to pull in the right parties or coordinate needed asks)
  • Drives product feedback from strategic accounts to respective products, working to make the customer feel a part of our roadmap.
• Set the standard for quality deliverables and collaborate with internal teams and customer contacts to inform the build of personalized solutions and implementations.
  
  • Facilitate discussions to accurately capture and manage customer expectations throughout the lifecycle of the relationship.
  • Ensure that our product offerings and roadmap continue to be informed by the needs of our Strategic Customers by collaborating with both Product and Science teams.
  • Establish a strong rapport, research, co-create strategies, and present to Director Level+ contacts.
• Continues to champion industry specific education, knowledge, and strategy internally.
  • Stays abreast of industry best practices, trends, and emerging innovations through research, conference attendance, webinars, etc. 
  • Provides industry-specific use cases and insight into workflows to inform product development, marketing/communications (eg. blog posts, product launch promotions, webinars, and workshops), business development, and GTM strategies. 
  • Contributes to cross-team awareness of the industry-specific needs for mySidewalk data to ensure high-quality deliverables that integrate best-practices. This includes conducting QA and providing input on dashboard content. 
  • Provide internal consultation to AE’s, CSMs, implementation, and science team to ensure customer journeys promote product adoption, are responsive to industry-specific needs, and aligned with key outcomes.

You’ll help us solve those problems if you have:

• 4+ years in a Customer Success or Project Management role
• A proven track record of managing, scaling, and growing partner relationships
• Experience identifying and exploring business development opportunities within an existing customer base
• Strong project management skills and a desire to collaborate across the organization
• A natural ability to make meaningful connections across teams and across customers, up to and including at the Executive level
• Strong business development, plan development, business acumen, and presentation skills
• A relentlessly committed focus to championing the customer and aiding in the growth and success of mySidewalk’s overall financial metrics
• Experience within the SaaS environment is a plus but not required