Remote Enterprise Partner Success Manager

Summary

Join Experian in shaping the future of employer services for Human Resources compliance and outsourcing as an Enterprise Partner Success Manager.

Responsibilities

• Manage the partner's roadmap with ES
• Set and manage expectations
• Report on completed work efforts and results
• Socialize progress updates internally and externally on work underway
• Influence upcoming work and ensure business case/Return on investment
• Advocate to remove obstacles for stalled work
• Escalate to Senior Leadership often and early to ensure forward progress
• Oversee flow of post-sale activity for each product line
• Summarize operational data to keep tabs that clients flowing through journey as expected (Implementation, Service, Billing)
• Work with Customer Success Analyst teams to identify thematic problems
• Champion solutions with Partner and ES company partners
• Understand and anticipate problems
• Engage with sales, implementation, product, customer success, and production support engineers to understand how current state and future state may affect the Partner
• Consult with the Partner on reported problems whether current or future state
• Advocate for the Partner and influence ES decisions to address or ward off Partner problems
• Negotiate and influence solutioning
• Unpack components of specific partner problems
• Assess proposed solutions and ensure solutions will solve problem
• Communicate trade-offs internally and with the Partner on proposed solutions
• Identify potential solution options and advocate, when relevant
• Implement Change Management internally and with the Partner
• Facilitate communication with the Partner regarding upcoming changes
• Provide transition plan support and plan management
• Support building training documentation
• Keep relevant parties updated on progress and any obstacles