Senior Partner Success Specialist
Canada
Success – Partner Success /
Fulltime /
Remote
As a Senior Partner Success Specialist you will own technical integrations and support for all our partners in the post sales lifecycle. You will work closely with our partners to ensure successful onboarding and ongoing support to drive their success and satisfaction. In addition you will collaborate with internal teams including success, customer care, product and development to be able to advocate for our partners internally. This role will work closely with Success leadership to build out the necessary infrastructure and processes to support partner growth.
Key Responsibilitities:
- Lead complex integrations and act as a SME for technical requirements.
- Collaborate with partners to ensure smooth technical integrations of our solutions.
- Provide guidance, support and recommendations during the implementation phase to ensure successful deployments.
- Act as an escalation point for partners and junior team members
- Serve as the primary point of contact for technical issues and escalations and inquiries from partners.
- Troubleshoot and resolve technical issues promptly, maintaining high levels of partner satisfaction.
- Manage support escalations effectively, working closely with internal teams to find solutions.
- Assist partners with API integrations, providing technical expertise and troubleshooting assistance.
- Build and maintain strong relationships with key partners, fostering collaboration and mutual success.
- Proactively identify opportunities to enhance partner experience and drive value.
- Collaborate with cross functional teams including product, development, success and customer care to a
- Monitor performance metrics related to partner support and technical implementations.
- Identify areas for improvement and implement initiatives to optimize processes and enhance efficiency.
- Support and maintain documentation for partner success implementations and support.
- Ability to create and update Partner Success reports and dashboards aligning to business goals and objectives.
- Review and make recommendations to leadership on trends and areas of focus for both technical support and implementation to drive optimized processes focusing on time to value.
Qualifications:
- 4+ years of experience in technical implementations, professional services, technical support, or similar role within the SaaS industry.
- Experience in technical implementations, API integrations, and troubleshooting technical issues.
- Strong project management skills with the ability to manage multiple projects and priorities simultaneously.
- Track record of building out new processes and leading internal change management initiatives.
- Confidence training and mentoring other team members.
- Excellent communication and interpersonal skills, with a customer-centric mindset.
- Experience working with CRM systems, ticketing systems, and collaboration tools.
- Proven track record of building and maintaining successful partnerships and driving partner satisfaction.
- Technical knowledge around Automated Program Interfaces (APIs) is an asset.
- Past experience in the Payroll/HCM industry is an asset.
ANYTHING ELSE YOU MIGHT NEED TO KNOW
Candidates must be located in North America to be considered.
We are organized as a remote team, as such we are looking for candidates who can work effectively remotely. You must have access to a secure high speed internet connection and a secure workspace to ensure security of private information. This role is available on a permanently remote basis.
Please note that a final step in our hiring process is for candidates to arrange personal reference calls with former managers and others we may choose and undergo a criminal record check along with a basic security clearance due to the nature of our business.
We wish to thank all qualified applicants for their interest in joining our team!
