Position at Resolver
The Role:
As a Partner Manager, you play a critical role in the growth of Resolver. You’ll be responsible for managing all aspects of your assigned customer accounts, including delivering best-in-class account management and success, supporting customer growth, managing revenue risk, and analyzing and driving product/service requirements and utilization.
Deep understanding of customer challenges, product and service needs, combined with a solutions-based approach and problem-solving abilities, will enable you to build key customer relationships while keeping business objectives in mind. You will identify opportunities for cross-sell and upsell of accounts.
Responsibilities:
* Maintain portfolio health through effective account management, risk identification, and account planning.
* Develop account and success plans to ensure continual delivery of value, customer satisfaction, and growth.
* Ensure service profiles are up-to-date and communicate updates to the wider business.
* Monitor, forecast, and report on portfolio health, including customer satisfaction, product utilization, and organic growth via upselling.
* Proactively identify and address retention risks within assigned accounts.
* Collaborate with Product, QA, Implementations, and Service Desk to address issues timely, escalating blockers as needed.
* Work with internal teams to resolve customer issues and prevent revenue attrition.
* Anticipate emerging customer needs and address them proactively.
* Manage all customer renewals for low and mid-tier customers, with support for high-growth accounts.
* Identify upsell opportunities and collaborate with sales and customer success teams to execute strategies.
* Gather customer feedback on product efficacy and market needs, providing insights to the product team.
Qualifications and Experience:
* Minimum 2-3 years in a customer success role, ideally within SaaS or digital agencies.
* Knowledge of trust and safety, online harm, social media risk, or PR risk is advantageous.
* Good understanding of products/services to communicate effectively with the product team.
* Excellent communication and interpersonal skills.
* Experience working autonomously in high-initiative environments.
* Passion for solving business problems using technology and human intelligence.
* Understanding of customer loyalty principles.
* Experience with marketing automation tools is a plus.
Skills and Competencies:
* Proven Partner Manager track record.
* Proactive and passionate about solving business problems.
* Valuing customer loyalty and relationship building.
Benefits: Our rewards are as unique as our culture. We offer an excellent salary and benefits package, including market-competitive pay, discretionary bonus schemes, 33 days holiday, insurance benefits, healthcare plans, pension schemes, cycle-to-work, employee discounts, mental health support, and flexible working options.
Statement: #LI-Hybrid
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