We9re seeking an energetic and business-focused Manager, Customer Success in our Ottawa Collaboration Hub. In this role, you will manage and develop a Partner Success team that engages with N-able partners to accelerate time-to-value by increasing adoption of features and products. This team will positively impact product adoption, expansion sales, and retention by delivering a best-in-class partner experience.
You9ll manage direct reports through their responses to partner needs and serve as a point of direct partner contact and escalation. You9ll work cross-functionally to drive issue resolution and provide feedback on business processes, while also developing the team through regular feedback, coaching, monitoring, and performance reviews.
Note: This is a hybrid role. Eligible candidates must be able to work on-site in our Ottawa Collaboration Hub.What You9ll Do- Build and lead a team of partner advocates who will manage partner relationships and understand the desired outcomes, technical landscapes, and business goals. Identify how N-able products can best meet partner needs
- Drive partner success outcomes by influencing partner lifetime value, through retention, high product adoption, Partner satisfaction, and overall net promoter scores, enabling the expansion and new business growth through partner advocacy
- Monitor team performance and provide coaching, as needed, to drive the delivery of KPIs
- Analyze user behavior data to detect patterns and define activity scores. Leverage reports to automate partner campaigns geared towards increasing feature adoption and preventing churn
- Measure the effectiveness of partner success by evaluating operational metrics, actively participating during internal reviews, sharing key performance indicators with senior leaders, and taking defined actions based on observations
- Communicate directly with named partners and conduct data-driven analyses of partner behavior to measure feature adoption and predict at-risk accounts. Manage escalations from the team, as needed
- Execute the partner lifecycle and uphold standards for mapping the partner journey and following through on listening points (e.g., usage, satisfaction, etc.), interventions, partner base segmentation, and the identification of opportunities for continuous improvement
- Enable team through continuous process improvement and support the implementation of tools to drive efficiency and effectiveness
- Contribute to scaling the business and enhancing technology, by monitoring and reporting on the effectiveness of partner-impacting systems
- Internal partner advocacy - As the internal Voice of the Customer (VoC), drive alignment across N-able marketing, products, and sales
- Provide 1:1 coaching and growth opportunity for team members through a defined performance management process. Track individual training and professional development plans and carry out other managerial duties
- Contribute to defining people capabilities, profiles, and skills of high-performing partner success leaders
- Motivate the team to reach its full capabilities. Recognize and develop stakeholder growth and create opportunities for high performance Translate company goals into the functional department and individual career goals and provide support and guidance to stakeholders
- Manage the day-to-day operations of a partner success team
- Develop team priorities and objectives
- Contribute to the development of client processes that ensure long-term client relationships
What You9ll Bring- Experience hiring, developing, and leading a world-class, customer-facing team; demonstrated people management capabilities including coaching, performance management, and succession management to drive high levels of employee engagement
- Previous experience collaborating directly with renewals, sales, partner support, and products/engineering
- Proven ability to execute in a partner-focused environment and advocate for partners across a cross-functional organization
- Deep understanding of value drivers in recurring revenue business models
- Strong empathy for partners and a passion for revenue and growth
- Strong reasoning and analytical skills; able to structure thinking into a logical flow and sequence, easy for others to understand; able to create and work with conceptual frameworks
- Demonstrated desire for continuous learning and improvement
- Enthusiastic and creative leader, with the ability to inspire others
- Experience with Salesforce, Service Cloud, Totango/Gainsight, and NetSuite are a plus
- Data-driven: experience with BI tools such as Tableau is a plus
- Crisp, compelling, and practical style of organizing thoughts into writing and speech; able to communicate with all levels in an organization
- Strong empathy for partners and a passion for revenue and growth; strong understanding of value drivers in recurring revenue business models
- Enthusiastic and creative leader, with the ability to inspire others
- Able to prioritize and execute to move projects forward
- Capable of managing own time and team commitments; act with urgency and integrity
- Able to establish positive relationships and collaborate with key stakeholders around accomplishing goals
- Demonstrated ability to manage changing, multiple priorities
- Accountable for results
- 3-5 years of relevant work experience in customer-facing roles such as renewals, sales, partner success, partner support, sales engineering, or account management
Purple Perks- Medical, dental and vision - for employee, partner, and children!
- Generous PTO and observed holidays
- 2 Paid VoluNteer Days per year
- Pension Plan with company-contribution
- Employee Stock Purchase Program
- Discounted gym access at several local facilities
- FuN-raising opportunities as part of our giving program
- N-ablite Learning - custom learning experience as part of our investment in you
- The Way We Work - our hybrid working model based on trust and flexibility
