Our Partner Success Manager’s proactive efforts ensure growth by enabling our partners to drive adoption, expansion, and renewals. Our PSM's work with our partners to lay out a clear path to success for each partner. The PSM role is the main point of contact for case escalations, renewal management and forecasting, helping partners solve business problems, and deriving value from insightsoftware’s solutions.
- Serve as a trusted advisor and advocate responsibly to proactively ensure value and product adoption
- Develop and maintain strong relationships with partners on various levels, from key decision makers to day-to-day users.
- Forecast, track, and report key account metrics and clearly communicate progress to internal stakeholders
- Advocate on behalf of the partners with internal functional teams as needed
- Craft effective strategies to drive revenue growth and retention, negotiate and secure renewal agreements, and identify opportunities for upselling and cross-selling our software solutions
- Organize and execute communication strategies, including emails, one on one meetings, monthly update calls, and quarterly business reviews focusing on overall partner health and adoption statistics, product reviews, and contractual status checks
- Manage escalations, including high severity requests, with a focus on solving business problems and deriving customer value from insightsoftware’s solutions
- Monitor customer health scores and identify risk of churn. Implement strategies and action plans to reduce churn
- Drive a seamless partner experience by working cross-functionally with our product and services team to ensure each new customer can quickly adopt and gain value from our solutions
- Collect feedback and work with internal teams (product, sales, engineering) to deliver product improvements
- Collaborate to identify and recommend solutions for complex business needs
- Lead one or more special projects to enhance Partner Success goals and processes
- Other duties as assigned
- Comprehensive one-week onboarding program
- 90 Day Customer Success Training Program
- Establish relationships with assigned Partners and conduct regular business review and assessments
- Bachelor’s Degree, preferably in business or related field
- At least 2-3 years in a customer-facing or Customer Success role within a software or software-as-a-service organization.
- Technical acumen
- Confident, articulate, and professional speaking and writing abilities (and experience)
- Ability addressing difficult conversations and frame messaging
- Demonstrable ability to influence credibly and effectively at all levels of the organization, including the Executive and C-Suite levels
- Experience working with Fortune 500 companies as end customers
- High level of agility and ability to manage change
- Ability to work proactively and constructively in a fast-paced, collaborative, matrixed team environment
- Ability to travel up to 20%
- History working with Channel or Alliance Partners
- Working knowledge with reporting and analytics solution
- Experience that included resolution and escalation management
All your information will be kept confidential according to EEO guidelines.
We are an equal opportunity employer. All applicants will be considered for employment without attention to race, color, religion, sex, sexual orientation, gender identity, national origin, veteran, or disability status.
** At this time insightsoftware is not able to offer sponsorship to candidates who are not eligible to work in the stated work location. **
** At this time insightsoftware is not able to offer sponsorship to candidates who are not eligible to work in the country where the position is located. **
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Background checks are required for employment with insightsoftware, where permitted by country, state/province.
At insightsoftware, we are committed to equal employment opportunity regardless of race, color, ethnicity, ancestry, religion, national origin, gender, sex, gender identity or expression, sexual orientation, age, citizenship, marital or parental status, disability, veteran status, or other class protected by applicable law. We are proud to be an equal opportunity workplace.
