Partner Success Manager

Remote, USA /
Customer Success /
Full-time
At Density, we build one of the most advanced people sensing systems in the world. Density can tell you how many people are in any room in real-time, with very high degrees of accuracy, and without invading privacy.

If we can solve the distribution of these systems at scale, it will mean less concrete, lower emissions, less waste, lower costs, efficient access, safer buildings, and better design. We count millions of humans per day. Over the next 18 months, we’ll count 100 million+.Partners are essential for us to solve the distribution problem. The depth and breadth of our partner ecosystem and their knowledge of, and commitment to Density will have an exponential impact on our ability to support growth. That's where you come in.

Position Overview

As a Partner Success Manager at Density, you'll serve as the primary point of contact for our most strategic services partners. You'll become an expert on the Density technology stack including hardware installation, networking, operations, and software implementation.

You’ll help to design, teach, and reinforce  best practices across our customer and partner lifecycle. You'll create engaging and effective in-person and virtual training programs to make the partners we work with experts as well, such that they can successfully fulfill and support Density technology in any environment. You’ll support cross-functional teams at customer and partner facilities to ensure accurate implementation and overall success.

You will be customer-focused, detail-oriented, unafraid to navigate technically complex subjects, analyze concerns, update documentation, and eager to successfully complete the mission. Most importantly, you'll have a relentless focus on improvement; how we can consistently improve outcomes and efficiency for Density and our partners.

Position Responsibilities:

    • Manage partner relationships and expectations.
    • Participate in our content development process as a stakeholder and contributor.
    • Become an expert on Density's technology, tools, and management systems.
    • Train and certify partners on how to successfully install and deploy Density.
    • Travel to customer and partner facilities to ensure overall engagement, customer, and partner success.
    • Ensure our partners leverage best practices in relation to Density hardware and software.
    • Work cross-functionally with all teams in the partner lifecycle.
    • Contribute to the completion of setup tasks and data-related issues.
    • Escalate issues that are inhibiting Density, customer, or partner success.
    • Track partner lifecycle progress in our internal tools for visibility across the account and executive teams.
    • Translate partner impact and sense of urgency into actionable tasks for Density internal teams to accomplish.

Preferred Skills, Interests, and Experience:

    • Experience operating in a fast-paced environment, executing multiple tasks in parallel.
    • Knowledge of platform integration, scalability, and Application Programming Interfaces (APIs).
    • Strong desire to learn, grow, and achieve milestones from a team-first mindset.
    • Knowledge of Network Operations Centers (NOCs) and Internet of Things (IoT).
    • Seasoned project manager.
    • Ruthless attention to detail.
    • Strong communication, training, and presentation skills.
    • Creative, resourceful, and well-organized.
    • Empathetic attitude with both partners, customers, and internal teams (engineering, sales, customer success, operations).
    • Bias towards action; jumping on issues or new projects the moment they arise with the ability to switch gears multiple times a day.
    • Strong pattern recognition and the ability to diagnose issues and propose solutions to drive efficiencies and improve outcomes.
    • Demonstrated ability to drive results.
    • Can research, troubleshoot and solve complex software & networking issues with the aid of technical experts.
    • Prior experience with channel models, training and enablement.