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.
1. Ensure service profiles are up to date and any updates are communicated to the wider business.
2. Monitor, forecast and report on portfolio health, including customer satisfaction, product utilisation and organic account growth via upselling.
3. Proactively identify and address retention risks within assigned accounts
4. 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
5. Collaborate with internal teams to resolve customer issues and prevent revenue attrition
6. Anticipate emerging customer needs and address them proactively
7. Run all customer renewals for low and mid tier customers, with support from Strategic PM &/or VP on high growth target accounts
8. Supporting growth:
9. Identify upsell opportunities within assigned customer base
10. Collaborate with sales and the strategic customer success team to execute upsell strategies.
11. Monitor customer accounts for expansion possibilities.
12. Product efficacy:
13. Gather customer feedback on product efficacy and market needs.
14. Provide insights and feedback to the product team to improve the product.
15. Ensure customer needs are communicated to the product team for roadmap alignment.
Essential Qualifications and Experience:
16. Minimum 2-3 years related experience working in a customer success role, ideally gained within a SaaS or client digital agency business.
17. Exposure or knowledge of trust and safety, online harm, social media risk or PR risk highly advantageous
18. Product understanding - a good understanding of products/services offered to effectively communicate needs to the product team
19. Communication skills - excellent communication and interpersonal skills to engage with customers effectively and address their needs
20. Experience in a high initiative, high autonomy environment is critical for success; you are a resourceful problem-solver!
21. Passion for solving business problems using a blend of technology and human intelligence
22. You know the value of customer loyalty and can effectively anticipate needs, establish clear goals, and facilitate rapport
23. Experience with marketing automation tools an asset
Essential skills and competencies:
24. Partner Manager track record
25. Proactive
26. Passionate about solving business problems
27. 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:
28. Market competitive pay rates based your skills and experience
29. Discretionary bonus scheme / commission scheme with payment based on revenue generated as a result of generated sales leads
30. 33 days holiday including Bank Holidays
31. Critical Illness insurance
32. Life Insurance Cover
33. Healthcare Cash Plan / Healthcare, dental and vision plan
34. An attractive pension / 401k retirement plan scheme
35. Cycle to Work Scheme
36. Employee perks schemes offering discounts, rewards, giveaways and more
37. Mental health wellbeing portal and access to an in-house clinical psychologist
38. Flexible working opportunities
Statement: #LI-Hybrid