Partner Success Manager - SaaS

Partner Success Manager

- As a Partner Success Manager, you will play a key role and be part of the team in building a scalable and velocity driven world class Partner Success stream in the Customer Success function within the Enterprise Solutions Business Unit

- In this role, you will closely work with the Reseller Partners Management team.

Skill set required :

- 3+ years of professional experience in SaaS/ Software product domain

- Having experience of CPaaS space will be a plus

- Good track record of working with a high velocity Customer/Partner Success team

- Strong collaboration and interpersonal skills that delight Partners (Resellers) and their customers

- Excellent communication and negotiation skills. Ability to work well with various cross functional teams.

- Must have excellent organizational skills, attention to detail and the ability to prioritize in a changing environment.

- Customer-oriented attitude that drives results and achieves high levels of Partner (Resellers) and customer satisfaction

- Demonstrated operational excellence in analytical thinking, process compliance and improvement, problem solving and planning

Roles & Responsibilities :

- Team handling experience is mandatory.

- Partner's single point of contact (SPOC) and function as their professional advocate and relationship manager ensuring fulfillment of contract deliverables, SLA management, ongoing partner education, and product enhancement insights

- Effectively interact with Partners and customers of various sizes from a wide variety of sectors in close collaboration with Partner Management team

- Build and maintain relationships with decision-makers and influencers in the prospect base.

- Maintain a working knowledge of all company's products/services, competitive product lines, differentiators, and industry trends through self-education and company's resources.

- Proactively and effectively identify partner needs and overcome challenges to proposed solutions by working directly with the internal stakeholders

- Assertive yet positive attitude in working with internal stakeholders to create and improve processes and prevent inefficiency, risk, missed targets.

- Keep a check on customer's product variances fluctuate high or low in billing

- Assist with product configuration, phone numbers management, other activities as required

- Conduct joint business reviews to ensure customers are satisfied with company's enterprise products and services.

- Measure effectiveness of both Partner and client success for operational metrics such as churn/ revenue management, retention, NPS(Net Promoter Score)

- Maintain action log and run weekly/bi-weekly or monthly calls

- Keep up-to-date on partner agreements and their customer contracts

- Coordinate with internal cross functional teams to ensure our Partner offers a consistent and seamless service to the end customers.

- Design and implement best practices and team structure to optimally support Partners of all sizes and touch points. It would be great if you also have:

- Exposure to technology driven business models.

- Good understanding of mobile and communication platform technologies.