Description

The Partners Success Manager is a new hybrid role that will be part of the North America team, responsible for leading the region's end-to-end customer journey strategy and execution. The role encompasses the vital responsibility of overseeing a portfolio of customers and partners at the same time, ensuring their sustained success and growth. Integral to this role is the adept utilization of expertise in strategic consultation, business acumen, and portfolio management to orchestrate and harmonize customer success initiatives within the organizational framework.

The ideal candidate for this role will demonstrate strategic acumen coupled with a proven track record of executing plans with precision, drawing upon their comprehensive knowledge of managing strategic customers and partners for success. In addition, the work with the partners and customers will include either 1:1 engagements for high-impact objectives or by running many success programs to impact target customer groups.

The successful candidate will exhibit exceptional relational skills and be adept at fostering enduring relationships with customers/partners. They will serve as trusted advisors, engaging in consultative dialogue to identify challenges, craft tailored solutions, and facilitate the attainment of customer objectives.

Furthermore, the candidate will demonstrate a commitment to data-driven decision-making, utilizing their analytical prowess to collect, discern, and interpret data. By incorporating data-driven insights into their project and program management strategies, they will optimize customer support initiatives, ensuring the delivery of unparalleled value and facilitating the achievement of optimal outcomes for both customers and the organization at large.

About The Role

Develop and execute customer success plans together with the partners based on their main business objectives to support the site's overall NDR
Collaborate with regional leaders, consulting, and strategic partners for a growing portfolio of key customers. Being the focal point for all post-sell processes
Work closely with the partners to build their customer success management skills to ensure their customers’ retention and satisfaction.
1:1 engagement with targeted customers at key points in the customer journey to define how the success look like, ensure the adoption of monday.com and unlock growth opportunities
Manage exec relationship, running EBRs with collaboration with the partners as well as enabling partners' to conduct them by their own
Effectively partners with internal stakeholders such as Client Services, Renewals, and Sales to research and execute success plans with customers
Manage customers' risk and create risk mitigation plans
Delivers enablement content in format clearly and concisely (Masterclasses, training sessions, office hours) in a repetitive cadence to our customers and partners
Effectively manages platform inquiries and Q&A independently

Requirements

3+ years of experience in SaaS Customer Success Management / Partners Success Management
Experience working in business organizations, managing cross-functional stakeholders, and negotiating solutions
Experience collaborating with developers, engineers, and product managers to meet customer requirements
Strong customer-facing and presentation skills with the ability to establish credibility with executives
Excellent technical project management skills, enabling multiple cross-functional teams to deliver against plans
Excellent organizational and time-management skills
Ability to think strategically and execute plans effectively while building long-term relationships with customers
Succeed in working collaboratively with squads, internal account team, and extended customer’s teams
Experience working in a global team, for an international company
Analytical skills and passion towards technology
Superb written and verbal communication

Please note that this is a hybrid position of 3 days/week in our NYC office

Visa sponsorship for this role is currently not available.

monday.com is proud to be an equal-opportunity employer. We hire talented individuals, regardless of gender, race, ethnicity, ancestry, age, disability, sexual orientation, gender identity or expression, military or veteran status, cultural background, religious beliefs, or any other characteristic protected by federal, state, or local laws.

For New York City-based hires only: Compensation Range: $110,000- $140,000 base salary, subject to standard withholding and applicable taxes. In addition to base salary, the role includes the opportunity to receive and/or earn a discretionary bonus and/or equity-based on Company’s plans and in accordance with Company’s policies. Compensation finally awarded to the candidate will be commensurate with the candidate’s skills and experience. Compensation ranges for candidates in locations outside of New York City may differ based on the cost of labor and such additional factors for such other locations.

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Partner Success Manager