Partner Success Manager
Elucidat, United Kingdom
Job Description
As our Partner Success Manager, you’ll be confident with managing customers at all levels, know how to demonstrate success, deliver exceptionally high standards of service and be genuinely passionate about helping our partners and their customers meet their goals. The role will require you to work closely with multiple teams including Sales, Support, Product Development and Professional Services.
Elucidat is officially one of the UK’s Best Workplaces - we ranked in the top 25 of small businesses and the best in Brighton in 2020. This is a great opportunity to join a passionate, smart and fun team. You’ll be supporting us at an exciting stage of our growth.
What we do
We’re a SaaS business with a vision to help build more successful, more ethical businesses through people-centered training. Our platform helps big employers drive down the cost of business-critical training. We make elearning easy to produce - super fast. We work with some of the worlds most successful organizations, including Oxfam, Tesco and DECIEM.
Our Culture
We put people first. We know that life is about more than work, so we give you space and support to thrive professionally and personally. Our success is fuelled by the positive attitudes and exceptional talent of our team, who live by our Learn, Care, Share values every day
Requirements
Core responsibilities.
- Building successful relationships with our partners, defined by adoption, growth and retention.
- Own the internal processes required for partners and their customers to succeed
- Update partners on Elucidat product development and be able to explain the product road map
- Proactively identifying partner customers that may be at risk and work with them and internal teams to drive success and ensure retention and ongoing customer satisfaction.
- Becoming a trusted advisor to our partners in all matters relating to Elucidat.
- Delivering consistently high quality of service.
- Regularly identifying growth potential within existing partner customer base.
- Identifying new ways of supporting our partners and helping them benefit from Elucidat.
- Work through product releases with customers
- Raising and escalating support tickets in backend systems with all required information
- Confidently managing issue escalations from start to finish, including meeting with partners and their customer to resolve issues
What you need.
- Motivated by making partners successful
- Be a self starter - self motivated and driven - able to hit the ground running, you’ll push us forward and bring your ideas and excitement to the team
- Solid demonstrable background in Partner/Customer Success, Account Management or Project Management
- Know how to manage partner accounts and build fruitful business relationships and be able to apply this straight away
- Experience in a technology or a startup business
- A love of learning and the ability to learn on the job
- Enjoy a range of different tasks (every week will be different!) and happy to try new things
- Highly-organised with the ability to prioritise and plan time effectively
- An ability to be astute, strategic, intelligent, and insightful
- Ability to become a product expert in Elucidat
- Be a proactive team player with innovative ideas to inspire customer loyalty and progression
- Commercial awareness of the lifecycle of a software product and ability to have commercial conversations with partners
- Excellent communication skills and the ability to influence and inspire confidence
- A great sense of humour! While we work hard, we have a great time while we do it, and fitting into our culture is as important as being able to do the job
Measure of success
Achieving partner success targets for;
- Churn
- Customer Health Score
- NPS
Nice to have.
- Fluent in English and French
- Experience in working in the Learning industry
- Experience working with (both internally and externally) a variety of software products, especially web-based SaaS products
- Experience working with a variety of tools and systems (e.g. CRM, Google Docs, Confluence, JIRA, CS tools, Trello, Slack)
Benefits
- Our company values are 'Learn, Care, Share' which we apply to all aspects of our work, from our flexible working opportunities, to our friendly, supportive culture.
- Flexible working and a healthy work/life balance - opportunities to help you juggle other commitments, work from home, and childcare
- Competitive salary, 25 days holiday (increasing to 30)
- Opportunities to grow
- Dedicated learning time
- Hap