Partner Success Manager (Remote)

Overview:

JAGGAER is leading the Autonomous Commerce revolution, a self-governing B2B commerce experience between buyers, suppliers, things (IoT), and partners. Leveraging AI and machine learning, our intelligent procurement solutions provide enterprise buyers and suppliers with smart-match recommendations that align buyer needs with supplier capabilities. Our solutions autonomously execute many repetitive, behind-the-scenes tasks to facilitate enterprise commerce. We are over 1,250 employees strong, all focused on customer success. For more information, visit www.jaggaer.com 

As a Partner Success Manager (PSM), you are key to strengthening JAGGAER’s partner business and contributing to our continued customer success.  

In this role, you will work closely with our sales, alliances, and professional services team to ensure that focused partners (local and global System Integrators (SI’s)) are fully engaged, recognize JAGGAER as a preferred and collaborative partner, and deliver an outstanding customer experience together. You will be responsible for the partners' enablement journey and continuous improvement.

The PSM is a strategic role and JAGGAER’s primary contact for advisory partners regarding the deployment/delivery of our solutions.

Primary job responsibilities

• Educate JAGGAER’s Partners on delivery methodology and leading practices to drive alignment between partner scoping/staffing and JAGGAER professional services.
• Support the initial onboarding journey and supporting partner tools and ticketing process.
• Collaborate with sales and JAGGAER regional alliance directors in deciding the right partner based on current capability.
• Serve as a conduit between the partner and various internal JAGGAER Teams, acting as the single point of contact and escalation.
• Navigate complex partner delivery organizations & stakeholders to align, enable, and support partner growth.
• Assess, own, and maintain partner capability information. Use this to create partner enablement plans (delivery capability gap, training etc.)
• Follow up on the Training/Onboarding status and the quality of the partners' deliveries, identify deviations, and obtain feedback from customers and internal teams.
• Incorporate JAGGAER and customer feedback into a partner performance card and use it to drive continuous performance improvement via quarterly delivery performance reviews.
• Drive regular communications with partners to address active engagement and practice/delivery action items.
• Contribute to continually improving our partner services, operations, and how we measure and report on success and support.
• Internally be an advocate for our partners and push for adequate support and their overall success.
• Work to achieve the objectives set up for the functional and you as the individual.
• Work with the partner delivery teams to develop success stories and case studies on joint successful projects.
• Support the 12 key points of alignment and the 3LS process (internal JAGGAER language)

Required skills:

• Extensive experience in SaaS delivery, services sales, and customer stakeholder management.
• Experience in procurement tech (desirable).
• Understanding of alliances and channel partner landscape.
• Experience working with partner (SI) organizations.
• Understanding of software delivery models, best practices, and cross-organization delivery teams.
• Knowledge and understanding of the various JAGGAER platforms and solutions (is a plus)
• Background or experience in Professional Services and an understanding of implementation and/or partner services
• Outstanding written and verbal communication skills
• Detail-oriented and possess excellent follow-up skills.
• Excellent time management and interpersonal skills
• Self-starter and able to take ownership of new initiatives; ability to see through to closure or proposed solution
• Excellent negotiation and conflict management skills
• Relationship and senior stakeholder management
• Bachelor's degree in a computer science or business discipline is a plus
• Knowledge of Salesforce is a plus
• Up to 30% travel may be required

WHAT WE OFFER:

We strive to support our employees & their families. Your health & well-being are essential. JAGGAER offers a variety of programs to help you manage your overall wellness and be your best self. At JAGGAER, you’ll find great medical plans, adoption benefits, wellness reimbursement, generous parental leave, 401(k) match, a flexible work environment, no limit on vacation days for exempt employees, and much more!

OUR VALUES:

Our values are at the core of who we are at JAGGAER. You will see these values entrenched in how we support our customers, work with team members, build our products, and in the culture we’ve created.

Be Collaborative: Foster a culture of mutual respect, working effectively and productively with others, and sharing responsibility for team success.

Be Accountable: Take ownership, learn from challenges, be proactive, and rise above one’s circumstances to achieve the result.

Be Adaptable: Embrace change, encourage innovation, and remain effective when experiencing major change.

EEO:

JAGGAER is a proud equal opportunity/affirmative action employer supporting workforce diversity. We do not discriminate based upon race, ethnicity, ancestry, religion, color, national origin, sex (including pregnancy, childbirth, or related medical conditions), marital status, caregiver status, sexual orientation, gender, gender identity, gender expression, transgender status, sexual stereotypes, age, genetic information, military, or veteran status, mental or physical disability, or other applicable legally protected characteristics.

ACCESSIBILITY:

JAGGAER is committed to providing access and reasonable accommodation to applicants. If you are a qualified individual with a disability or a disabled veteran and you think you may require an accommodation for any part of the recruitment process, please send a request to: hr@jaggaer.com All requests for accommodations are treated discreetly and confidentially, as practical and permitted by law.

Pay Transparency Nondiscrimination Provision (dol.gov)

Know Your Rights: Workplace Discrimination is Illegal (dol.gov)