Manager, Partner Success Team

We’re looking for a Manager of Partner Success, that will be focused on increasing Partner Services Delivery Performance through effective partner relationships, and through mentoring and coaching a team of Partner Success Managers (PSMs) on best practices. The Manager will oversee the team’s day-to-day activities, ensuring that PSM’s are achieving their main objectives, as follows:  1) to guide partners on how to develop their internal capabilities on the Celigo platform to be able to implement Celigo successfully on their own, 2) ensure that partners know when and how to get help from Celigo resources when their own capabilities are not yet sufficient to meet the customer’s needs, and 3) track and report on partner projects to ensure that partners are successful with their Celigo implementation projects.  This Manager will also be responsible for developing and executing strategies to improve partner implementation performance, as well as tracking and reporting on key performance metrics for all partner projects.

What would you do, if hired?

• Lead and manage a team of Partner Success Managers to accomplish their primary mandate, which is to work with partners to drive successful partner implementations for Celigo customers 
• Develop and execute strategies to improve partner delivery performance, with the ultimate objective to increase customer net retention and decrease customer churn by improving partner delivery performance
• Monitor and track key performance metrics for partner implementations, including Partner Certification Achievement, Client Time to Value, and Client Satisfaction, and monitor partner delivery performance trends to uncover risks and improvement areas for partners implementing Celigo
• Help evaluate overall partner performance using partner ratings, and help manage the approved list of Service Partners
• Collaborate with cross-functional teams, including Channel Sales, Direct Sales, Enablement, Customer Success, Professional Services, and Support, with the common goal of ensuring that Celigo Partners are able to successfully deliver implementation services to Celigo customers
• Maintain project oversight and establish relationships with key contacts/decision-makers in assigned Service Partner and Strategic Partner accounts
• Own and address all "at-risk" situations for partner-led implementations, and serve as the escalation point for partner-related issues, ensuring prompt and effective resolution. Collaborate with internal teams to address partner challenges and provide satisfactory solutions.
• Monitor Service Partners to ensure they are meeting the specific expectations placed on Service Partners and escalate to Channel Partner Managers as needed.
• Assist sales in identifying Service Partners who are well-suited to help with specific customer implementations
• Help guide new and/or prospective partners on how to enable their resources to successfully implement Celigo
• Help ensure that partners have Celigo PS assistance as needed, especially on projects where partner resources are learning how to implement Celigo
• Develop and implement training and enablement programs to ensure PSMs are equipped with the skills and knowledge needed to succeed in their role
• Stay up-to-date with industry trends and best practices, and use this knowledge to inform partner strategy and execution
• Other duties as required

Who are we looking for?

• 7+ years of combined industry experience in at least one of the following areas: Partner Success, Customer Success, Account Management, enterprise software implementation, business analysis, or business process consulting
• 3+ years of experience leading a partner-facing team or client-facing team, where you had direct reports (not project team members) who reported to you.
• Proven track record of successful client implementations, where the projects were performed by a partner you managed, or by a client-facing team you managed.
• Experience working in a fast-paced environment with the ability to manage multiple concurrent projects.
• Experience leading and owning partner calls to review the partner’s service delivery performance and to recommend corrective actions to address delivery issues or areas of improvement. 
• Experience managing project escalations, where the resolution requires collaboration between internal and external (partner and client) resources. 
• Experience with CRM (Salesforce, Dynamics, etc.), ERP (NetSuite, Intacct, etc), eCommerce (Magento, Shopify, etc), and/or application integration is preferred.
• Experience working in a startup and product development environment is highly desired, along with experience implementing a complex Enterprise Software Product.

About Us

Celigo is the leading integration platform (iPaaS) that is pushing the boundaries of what an iPaaS can be. Celigo’s unique approach to integration enables IT and business users alike to automate and optimize every business process, allowing organizations to accelerate growth and drive innovation at scale.

Pay Scale Information

Celigo reasonably expects to pay a base salary between $120,000  and $140,000 per year for this position.  Actual starting base pay will be determined by skills, experience, geographic location, and other non-discriminatory factors permitted by law.  Total compensation may also include variable incentives, benefits, or other perks as outlined in any formal employment offer made.

Benefits

Starting your first year, we offer 3-weeks of vacation, wellness days, and holidays to recharge and spend time with family and friends. Additionally, we provide a strong benefits package, a tech stipend, recognition opportunities, and many other cool perks.

Diversity, Equity, Inclusion, and Accessibility

As a company, one of the values we hold most dear is fostering a safe, collaborative environment to bring out the best in us, so we created our Taking a Stand Initiative. Our TAS initiative is a volunteer committee open to all Celigans, with strong representation from underrepresented voices within our company. We believe, unequivocally, that everyone deserves to be in a place where they feel welcome as they are. Learn more about Taking a Stand.

Celigo is proud to be an equal-opportunity workplace. We are committed to equal employment opportunities regardless of race, color, ancestry, national origin, religion, creed, age (40 and over), disability (physical or mental), sex, gender  (including pregnancy, childbirth, breastfeeding, or related medical conditions),  sexual orientation, gender identity, gender expression, medical condition, genetic information, marital status, condition (associated with cancer, a history of cancer, or genetic characteristics)military and veteran status, or any other characteristic protected by applicable law. We also consider qualified applicants regardless of criminal histories, consistent with legal requirements.

Employees and applicants are also protected against retaliation.  Consistent with federal and applicable state laws, acts of retaliation against an employee or applicant who engages in protected activity, such as reporting discrimination or harassment or participating in the EEO process, whistleblowing, or the exercise of any appeal or grievance right provided by law will not be tolerated by Celigo.