What are the responsibilities and job description for the Customer Success Director position at Partnerize?
Who We Are:
The partnership channel offers scale and automation on a pay-for-performance model that delivers the operating leverage necessary for brand survival. Partnerize empowers marketers with technology built to discover, engage, and convert audiences, at scale, all while maintaining brand safety and control.
Why Join Us?
Our commitment to growing partnerships doesn't end with our clients. Our employees are carefully selected to be a part of our company because they emulate a carefully crafted and practiced set of core values that define us and our business. Joining Partnerize means joining a company that sincerely values your talent, expertise, and passion. We strive each day to hire and retain only the best. Doing so affords us the opportunity to be the best in the business, to exceed our clients' expectations, to innovate, to teach—and most importantly—to earn and maintain our clients' loyalty.
Job Overview:
If you are passionate about a client's success and you love working in a fast-paced environment – the Partnerize Customer Success team is for you!
The Partnerize Customer Success team sits at the heart of our business. Our role is to ensure customers have the best possible experience with Partnerize. As a Customer Success Director, you will own a portfolio of accounts and be responsible for their success. You'll be interacting directly with your client portfolio and internal Partnerize teams to offer best practices and recommendations on how to leverage the platform to meet your client's goals. You'll also be responsible for monitoring your Customer' Health Attributes and creating strategies to drive better business outcomes for them. While the health strategies will help retain clients, you'll also need a commercial mindset to identify and create opportunities for them to grow their revenue with Partnerize.
To help you succeed in this role you'll need to be an excellent communicator, a passion for building trusted relationships, able to see the big picture while also getting into the detail, and a desire to learn! A background in Digital Marketing would be a plus but not necessary as you'll be working in a pod system and mentored by a Customer Success Director. You'll need to be a team player and want to support other team members and take satisfaction in completing tasks and projects.
What You Need to Do - Your Responsibilities
- Act as a trusted advisor for your account portfolio, advising clients on best practices across the platform and the industry
- Own the client relationship and their retention on the Partnerize platform
- Conduct Client Program Audits to identify improvement and enhancements for your client. Own the follow-up and implementation of enhancements.
- Map your customer's goals and visions to Partnerize features and functionality and create a Customer Success Roadmap
- Analyze your client's performance data to identify opportunities and recommendations
- Regularly run calls and presentations with your client base to share Partnerize product offerings, relevant industry trends, corporate updates, account updates.
- Project manage the onboarding of clients, training them on the value of the platform and helping them adopt features
- Identify opportunities for your accounts to expand and grow with Partnerize. Qualify cross-sell and upsell opportunities to increase the client's activity and ACV with Partnerize.
- Identify opportunities for your accounts to expand and grow with Partnerize, both the client's activity and Partnerize's ACV.
- Be an advocate for your clients across the various internal teams to ensure that the customer needs are met and they have the best experience.
- Lead process improvement projects that create value and efficiencies for your accounts and wider team members
- Own the revenue and forecasting process for your account portfolio
What You Need - Your skills & knowledge
- 4 experience working in a high touch customer success offering within a scaling SaaS organization
- Experience with CS and BI tools and platforms
- Organized self-starter with the ability to work independently and in a team environment.
- Excellent communication skills both written and verbal in both 1:1, group or negotiation setting
- Commercial acumen with experience negotiating
- Strong analytical mindset with ability to find insight from data
- Organized and efficient
- Professional, personable with ability to focused on day to day delivery while moving towards the big picture goals
- Able to use initiative and creativity to identify solutions
- Great team player with the ability to influence and manage stakeholders
- Self-starter and willing to go the extra mile
- Confident to own and manage a project through to completion
- Digital Marketing Experience, project management would be preferred but not required
Our Commitment to Diversity & Inclusion
We are committed to attracting, developing, and advancing our outstanding team members, regardless of race, ethnic identity, sexual orientation, religion, age, gender, gender identity, physical abilities, or any other dimension of diversity. We strive to foster an environment where people can be their authentic selves, raise concerns and innovate, all without fear; where they are treated fairly and respectfully, have equal access to opportunities and resources and can contribute fully to the organization's success. Every individual in our business is expected to live this commitment without exception.
Privacy and data protection. The data collected as part of this application will be used for the recruitment process and any subsequent employment. You can find further information in Partnerize privacy policy here: https://partnerize.com/privacy-policy/
