Partner Success Manager

**Job Title**: Partner Success Manager

**Location**: Winnipeg, Canada

**Who are we**:
We’re Eptura — a global worktech company that provides software solutions for workplaces, people, and assets that enable everyone to reach their full potential. Our people are at the heart of everything we do, spanning 11 global offices with 1,000+ employees. Together, we’re dedicated to making workplaces and assets work harder for people everywhere, giving them the opportunity to thrive.

**Role Overview**:
As a Partner Success Manager, you will own a partner book of business and own user adoption and partner/direct customer retention within these accounts. Your goals are to maximize growth and minimize gross churn. You will identify opportunities for upselling, know when partners are ready to move a customer into higher modules, get additional training, or upgrade their software package. In addition, you will cross-collaborate with the Channels teams and build solid partner and direct customer relationships. You are comfortable with having difficult conversations with internal and external key stakeholders and will act as the first escalation point for your partners/direct customers. You will keep your manager informed of at-risk partners/direct customers and suggest potential actions to get them back to health.

**Responsibilities**:

- Manage a portfolio of partner accounts by thoroughly understanding growth drivers, identifying opportunities for growth, and managing risks.
- Meet and exceed net retention and gross churn targets for assigned accounts.
- Help partners and direct customers translate their business use cases into company solutions and communicate a clear ROI to the partner/direct customer.
- Manage partner and direct customer stakeholders effectively and build long lasting relationships to leverage during difficult times.
- Act as the primary post-sale contact to guarantee successful onboarding, user adoption, and retention, i.e.own the overall success of your partners and their customers.
- Deliver all identified touches in the partner journey, including business and roadmap reviews, and overall cadence (both personal and automated where necessary).
- Leverage and help inform partner/direct customer health analytics to identify expansion opportunities, churn risks, and impacts on customer satisfaction or value.
- Process cancellations and document reasons.
- Effectively assemble and leverage internal cross-functional teams to deliver back-health-plans for distressed partners/direct customers including Professional Services, Support, Account Executives, and Channels teams, as well as partners/direct customer stakeholders and business partners.
- Identify patterns pre-emptively to improve the organizational usage and adoption of company solutions.
- Assist the Renewal and Channels teams in all renewal activities as needed.
- Collaborate with Customer Marketing to grow a library of partner/direct customer success stories, testimonials, and online reviews.
- Contribute as necessary to the success of CS operations projects that are addressing gaps within the partner journey.
- Provide feedback and support to the enablement team in their new initiative as necessary.
- Maintain updated records and forecasting accuracy in all systems (Salesforce and CS tool).

**What will make you successful**:

- Success is defined by partners/direct customers realizing benefit and value from our products, achieving healthy and long-term success, and dependable execution of customer projects.
- You are a customer-centric individual, obsessed with providing an excellent customer experience.
- You have a strong understanding of Customer Success as an industry, and a practice, and have successfully managed a book of business as a CSM or a channel partner.
- You are comfortable with data management and identifying patterns.
- You welcome change in general, and new processes and tactics in particular.
- You enjoy continuous learning and seek to understand technology products from a user perspective.
- You follow industry trends and leverage these to further partner and customer conversations.
- You have a good understanding and/or adoption of Industry tools and data sources (Salesforce, ChurnZero, PlanHat, Totango, Gainsight etc.).
- You have a solid understanding of customer success metrics (Gross Retention, Net Retention, NPS, common Health score components)
- You keep up to date with trends and best practices to increase metrics like product adoption, customer satisfaction, retention, and cross-sell/upsell revenue.
- You are results-driven with a strong background in Customer Success/Account Management and/or other Partner/Customer experience functions.

**Benefits**:

- Employee Assistance Program
- Be a part of a company that is changing the workplace
- Be a part of a fast-paced global team
- Stimulating and fulfilling work.
- Close interaction with product stakeholders and our development teams.
- Great benefits such a