Senior Partner Success Manager

• We are looking for dynamic and passionate individuals to join our high performance team and contribute to our rapid growth and exciting journey
• As a Senior Partner Success Manager, you will play a vital role in driving the success of our strategic partnerships and fostering long-term, mutually beneficial relationships. Your ability to build trust, provide value, and collaborate effectively will be key to achieving partner satisfaction, retention, and revenue growth
• Leading and managing partner accounts as it relates to platform and operational priorities and work with internal stakeholders to prioritize and deliver partnership improvement programs
• Develop and nurture relationships with strategic partners, serving as their main point of contact for all inquiries, requests, and escalations
• Coordinating monthly and quarterly business reviews to assess business achievements, performance, objectives, and future roadmap with a focus on overall partner satisfaction
• Lead communications with partners related to critical incidents affecting availability of services
• Collaborate with partners to define success metrics and develop joint business plans to achieve mutual goals
• Conduct regular business reviews with partners to assess their progress, address challenges, and identify areas for improvement
• Plan, execute, and monitor changes to critical client support and onboarding processes
• Provide guidance to partner internal teams supporting the FISPAN solution products and services effectively
• Coordinate and deliver training sessions, webinars, and workshops to educate partners on product updates, features, and industry trends
• Track and report on partner performance metrics, including revenue, customer acquisition, and retention rates on a monthly, quarterly, and semi-annual basis
• Developing strong working relationships with partners to understand business objectives, identify business development opportunities and/or needs for the platform and inform product roadmap
• Act as a champion and advocate for partners within our organization, ensuring their needs and concerns are addressed promptly and effectively
• Represent the voice of partners during internal discussions and decision-making processes
• Provide weekly updates to executive team on all account activity
• Providing initial product and informational support for customers escalating all bugs/issues to the relevant internal channels to get resolved in a timely manner
• Acting as a subject matter expert on the platform and its uses for users, addressing any questions regarding the product/platform and services
• What you will be measured on:
• Time to Revenue for each account
• Onboarding targets
• Retention and adoption
• Support Satisfaction

Benefits

• 4-Week Vacation
• Health & Wellness Coverage
• 100% Parental Leave Top-Up
• Downtown Vancouver Offices & Amenities including fitness centre
• Daily Coffee Runs & Weekly Team Lunches
• MacBook / Apple equipment

• Data driven: A solid understanding of business performance metrics, and a willingness to embrace data and experience in interpreting data analytics and deriving insights that drive customer value
• Experience with B2B Platforms
• Bachelor’s degree in Commerce, Information technology, or related field
• Detailed-oriented: Ensuring that tasks, responsibilities and commitments are completed timely
• Ability to maintain composure in stressful situations, respond to customer needs quickly and effectively, adapt to change, and be comfortable with ambiguity
• Follow-through: High motivation, bias to action and strong prioritization. Can work proactively and independently to bring all assigned work to completion with speed and accuracy
• Empathy: Able to relate to others with a different view or experience. Quickly keys into the needs of customers or collaborators, demonstrating sensitivity in responding to challenges
• Customer Obsession: Resolute focus on the needs of the customer above all. Views problems through the customer’s lens first, basing decisions and prioritization around their needs
• Analytical thinking: Leverages experience and expertise to quickly identify and comprehend complex problems. Adept at understanding how technical things work and walking someone else through the details
• Collaboration: Assertive with humility—able to lead change in a positive way. Maintains high standards for verbal and written communication, and is always professional under pressure
• 5+ years of experience in Customer Success Management or Account Management
• Program Management: Ability to successfully oversee and coordinate multiple projects or initiatives to achieve set objectives and targets
• Strong Communication: Excellent communication skills to compose value-based emails, deliver concise presentations, and turn complex topics into consumable content