Partner Success Manager I Roles & Responsibilities

Reports to: Sr. Director of Customer Success

Position Overview:

The Partner Success Manager (PSM) is responsible for actively managing an assigned portfolio of Food

Service partnership accounts. The PSM will have ownership over each account assigned, is expected to

execute on all required operations and foster a positive partner experience. The PSM will cultivate and

expand business opportunities for long-term growth within the Partner Success Team. The PSM will

operate and collaborate cross-functionally with several internal Everytable teams to ensure proper

execution of scheduled food service and the overall success of each partnership.

Responsibilities:
• Manage and serve as primary point of contact for a portfolio of Institutional Food Service

partnership accounts
• Collaborate with Strategic Partnerships/Business Development team to implement and on-board

new food service accounts -- coordinate and oversee service launch, follow up with partner post-

launch for feedback and to address additional support needs.
• Understand partners' unique food service needs, making knowledgeable recommendations,

addressing partner requests, concerns and/or changes to program.
• Through thoughtful and frequent communications, the PSM will build and nurture long-term

relationships with each partner and become a trusted source of support.
• Identify common service failures and adjust menu planning and account settings to eliminate

them -- collaborate with management and internal teams as needed to accomplish alignment with

partner's needs to the best of our ability.
• Frequently engage with high-priority partners to identify and adequately address unmet needs.
• PSM will execute on weekly deliverables including but not limited to menu planning and order

processing, invoicing, updating account information (as needed), and communicating with internal

teams to ensure accuracy on orders and deliveries.
• PSM will be responsible for addressing operational requirements and customer needs throughout

the week, remaining available early mornings and weekends if necessary to troubleshoot issues

to fulfill these duties
• Analyze product COGS to ensure profitability when creating weekly/monthly menu selection for

each partner account.
• Serve as the point of contact for the partner administrators, their staff, and internal Everytable

teams for each Food Service account.
• Attend and participate in team meetings, voicing challenges, opportunities for improvement, and

potential solutions that require management support & escalation.
• Build strong internal working relationships with cross-functional teams to drive partner success

goals: business development, strategic partnerships, fulfillment, finance, logistics, and marketing.
• When order or delivery issues arise, lead the recovery coordination by making knowledgeable

decisions and communicating clearly with internal teams/leaders.
• Accurately process weekly and monthly invoices for all food service partner accounts -- execute

duties by weekly deadlines, and collaborate with Everytable Finance team to resolve

billing/payment related questions, discrepancies, and collections challenges.
• Identify opportunities for additional business within existing partnerships, and collaborate with

Strategic Partnerships/Business Development for new contract and renewal processes, obtaining

necessary information for SP/BD to provide appropriate and timely proposals.
• Mentor, train, and serve as a supportive resource with any new Partner Success team members.
• Hit or exceed KPIs and/or financial performance as set forth by Director of Partner Success (ie.

site visits, menu COGS, marketing initiatives, special projects).
• Achieve 90% account retention through the life of Food Service contracts -- mitigate churn

through creative problem solving.

Position Requirements:
• Minimum 5+ years in account management, customer success, and/or B2B sales
• Customer obsessed mentality -- strives to meet and exceed customer expectations
• Willingness to experiment with processes, and desire to build something new
• Thrives in a dynamic work environment-- ability to manage multiple projects, tasks, and

prioritize their time and responsibilities while meeting deadlines and customer needs
• Proficiency working with data and spreadsheets (Excel, Google sheets)
• Excellent verbal and written communication skills -- comfortable communicating with

individuals at all levels within an organization
• Creative problem solver -- collaborates with others and hustles to find solutions
• Interested in data analytics - able to identify trends and implement data-driven solutions

to best serve customer needs and goals
• Experience in food service operations -- knowledge of food tech & logistics a plus
• Enthusiastic team player mindset -- quickly builds and maintains trust among colleagues
• If hired, we require all employees to be vaccinated against COVID-19, unless a medical

or religious accommodation is needed as determined on a case by case basis.

Compensation & Benefits
• Base salary commensurate with experience
• Full health benefits including medical, dental, vision
• Employee discount
• Eligibility for 401k plan