Partner Success Coordinator

Summary

Join PartnerHero as a Partner Success Coordinator and cultivate strong relationships with key accounts, ensuring optimal partnership performance. You will act as a strategic advisor, providing insights and guidance on challenges and opportunities. Responsibilities include managing technology conversions, pricing models, and contracts, fostering a quality-focused team culture, and conducting QBRs. This role requires 3+ years of experience in account relationship management, deep knowledge of customer experience trends, and proficiency with various platforms. PartnerHero offers remote work, competitive salary, generous paid vacation, attractive benefits, and various training opportunities.

Requirements

• 3+ years of experience managing account relationship teams and processes
• Proven track record of retaining and growing significant partnership accounts
• Deep knowledge of Customer Experience trends, including technological support solutions and best practices
• Proficiency with platforms such as Zendesk, Salesforce, Talkdesk, Shopify, and G Suite
• Experience communicating with executive stakeholders, including C-Suite level
• Virtual team leadership capabilities
• Strong understanding of technology conversions and pricing models
• Hands-on AI experience: Direct interaction with virtual agents as a CX associate
• Setting up and testing AI virtual agents
• Providing feedback on AI virtual agent accuracy and performance
• Understanding AI tool integration with CX workflows
• Experience in brand-driven startup environments
• Experience leading teams during high seasonality and peak demand periods
• Experience in high-stress operational environments
• Comprehensive training provided on advanced partner management, executive communication, and AI applications in customer experience
• If you are an Internal candidate, 1+ year of tenure in your current position

Responsibilities

• Act as a strategic advisor to partners, providing insights on challenges, opportunities, and industry trends
• Guide partners through technology conversions, ensuring smooth implementation and adoption
• Understand and manage technology-based pricing models, ensuring alignment with partner needs and market dynamics
• Foster a quality-focused team culture, emphasizing strong communication and adherence to PartnerHero's core values
• Identify program issues and risks, developing mitigation strategies to minimize impact
• Conduct regular Quarterly Business Reviews (QBRs) with partner executive leadership
• Demonstrate understanding of the agility required in startup environments
• Develop comprehensive knowledge of partner-managed services businesses, portfolios, and customer bases
• Conduct periodic audits and engage resources to address systemic issues
• Identify opportunities to enhance products and services for improved customer effectiveness
• Conduct monthly partner discussions, balancing proactive and reactive work to establish a trusted advisor relationship
• Apply AI-enhanced CX service delivery knowledge to articulate advantages to partners

Benefits

• Remote working arrangements
• Competitive Base Salary
• Generous paid vacation
• Attractive benefits package including medical, dental, and vision options that are applicable per country of residence for all our full-time 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