Partner Manager

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Description

Position at Resolver

The Role:

As a Partner Manager, you play a critical role in the growth of Resolver. You'll be responsible for the management of all aspects of your assigned customer accounts, including best in class account management and success, supporting and driving customer growth, managing revenue risk and analysing and driving product/ service requirement and utilisation.

Critically, you will have a deep understanding of customer challenges, product and service needs, and combined with a solutions-based approach and problem solving abilities, you will build key customer relationships whilst keeping our customers' business objectives in mind, identifying opportunities for cross sell and upsell of accounts.

Responsibilities:

Portfolio Health will be maintained via best in class account management and critical risk identification and account plan creation and execution.

Develop account plans to management/success plans to map out effective customer management/success plans (touch points, contact maps, gap analysis, to ultimately ensure that we are continually delivering on our value proposition to drive customer satisfaction and growth.

• Ensure service profiles are up to date and any updates are communicated to the wider business.
• Monitor, forecast and report on portfolio health, including customer satisfaction, product utilisation and organic account growth via upselling.
• Proactively identify and address retention risks within assigned accounts
• Collaborate with Product, Quality Assurance, Implementations and Service Desk to ensure issues and concerns are being addressed in a timely and effective manner. With timely escalations of blockers to customer success to SPM/VP as required
• Collaborate with internal teams to resolve customer issues and prevent revenue attrition
• Anticipate emerging customer needs and address them proactively
• Run all customer renewals for low and mid tier customers, with support from Strategic PM &/or VP on high growth target accounts

• Supporting growth:
• Identify upsell opportunities within assigned customer base
• Collaborate with sales and the strategic customer success team to execute upsell strategies.
• Monitor customer accounts for expansion possibilities.

• Product efficacy:
• Gather customer feedback on product efficacy and market needs.
• Provide insights and feedback to the product team to improve the product.
• Ensure customer needs are communicated to the product team for roadmap alignment.

Essential Qualifications and Experience:

• Minimum 2-3 years related experience working in a customer success role, ideally gained within a SaaS or client digital agency business.
• Exposure or knowledge of trust and safety, online harm, social media risk or PR risk highly advantageous
• Product understanding - a good understanding of products/services offered to effectively communicate needs to the product team
• Communication skills - excellent communication and interpersonal skills to engage with customers effectively and address their needs
• Experience in a high initiative, high autonomy environment is critical for success; you are a resourceful problem-solver!
• Passion for solving business problems using a blend of technology and human intelligence
• You know the value of customer loyalty and can effectively anticipate needs, establish clear goals, and facilitate rapport
• Experience with marketing automation tools an asset

Essential skills and competencies:

• Partner Manager track record
• Proactive
• Passionate about solving business problems
• Knows the value of customer loyalty

Benefits:

Our rewards are as unique as our culture, and we want to attract the best people and retain them.

Not only will we ensure that your development is key, but you will be joining a fantastic team of like-minded people who work together as one team to achieve a shared vision. We offer an excellent salary and benefits package which includes:

• Market competitive pay rates based your skills and experience
• Discretionary bonus scheme / commission scheme with payment based on revenue generated as a result of generated sales leads
• 33 days holiday including Bank Holidays
• Critical Illness insurance
• Life Insurance Cover
• Healthcare Cash Plan / Healthcare, dental and vision plan
• An attractive pension / 401k retirement plan scheme
• Cycle to Work Scheme
• Employee perks schemes offering discounts, rewards, giveaways and more
• Mental health wellbeing portal and access to an in-house clinical psychologist
• Flexible working opportunities

Statement:

'This work meets the requirements in respect of exempted questions under the Rehabilitation of Offenders Act 1974, any applicants who are offered work for this organisation will be subject to an enhanced check from the Disclosure and Barring Service (DBS). This will include details of cautions, reprimands or final warnings as well as convictions. A criminal record will not automatically bar a person from successfully taking up this post.

Resolver, a Kroll business is committed to creating an inclusive work environment. We are proud to be an equal opportunity employer and will consider all qualified applicants regardless of gender, gender identity, race, religion, color, nationality, ethnic origin, sexual orientation, marital status, veteran status, age or disability.

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