Partner Success Coordinator - US

About Us
A little about us. We connect talented people globally with innovative companies who want to build, transform, and scale their operations. We provide talented global teams, strategic expertise, and seamlessly integrated technology to extend the positive impact good business can have everywhere.

We are recognized as a Most Loved Workplace, and we think it’s because we believe that culture drives business success. We encourage our associates to bring their whole, authentic selves to everything they do at PartnerHero. So bring your experience and your talents, and also bring your passion and everything else that makes you who you are. You will always be supported to do your best work at PartnerHero, enjoy your day-to-day, and thrive.

The Role

Do you excel at partner relationship management and enjoy demonstrating team performance through WBRs or MBRs? Are you passionate about guiding partners toward greater success? The Partner Success Coordinator manages key accounts at PartnerHero, engaging directly with partners and implementing best practices to foster successful partnerships.

As a successful candidate, you'll leverage your existing knowledge of the PartnerHero ecosystem to handle both technical and business responsibilities, including managing partner expectations and satisfaction. You'll understand partner business strategies, forecasts, and service capabilities to ensure high-quality managed service delivery. This role requires strong professional and technical skills as you'll serve as the primary liaison supporting partners throughout their journey with us.

The Partner Success Coordinator works both independently and collaboratively with Operations Managers, Team Leads, and Customer Support and Content Moderation teams, reporting directly to a Partner Success Manager or the Director of Partner Success.

Role Overview

• The Partner Success Coordinator serves as a primary point of contact for key PartnerHero accounts, focusing on cultivating strong relationships and ensuring optimal partnership performance.
• This role involves both strategic advising and hands-on execution, requiring a blend of business acumen and technical proficiency.
• The Coordinator will collaborate with internal teams and report to a Partner Success Manager or Director of Partner Success.
• Holding monthly partner discussions that balance proactive and reactive work, positioning yourself as a trusted advisor
• Applying your AI-enhanced CX service delivery knowledge to clearly articulate advantages to partners 

What you’ll do:

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

What we expect from you:

• 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

What You’ll Get In Return:

• 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
   

Company Culture Is At Our Core
Our core values bring intention to our work and set the tone for our culture. From the partners we serve to the associates who work with us, we share a set of core values that guide our actions.

• Care for others - Cooperate, empathize, and seek opportunities to put each other first.
• Embrace growth - Expand your mind by taking calculated risks, developing your skills, and staying open to change
• Manifest trust - Trust is the bond that allows us to work at our highest levels, as members of a team, in a unified direction. It is continuously earned by delivering on our commitments.
• Take ownership - Doing the right thing should come naturally.
• Be humble - Seek guidance, receive feedback, ask questions, and listen to your colleagues

PartnerHero is proud to be an equal opportunity workplace. We value diversity, inclusion, equity, and belonging and these pillars are at the heart of how we work together. We are committed to providing equal employment opportunities regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity, Veteran status, or any other applicable legally protected characteristics in the location in which the candidate is applying. We also consider qualified applicants regardless of criminal histories, consistent with legal requirements. 

We are committed to the inclusion of all individuals and will make reasonable accommodations for qualified individuals with disabilities in our job application process.  If you require assistance or accommodations to participate in the job application or interview process, please contact [email protected].