Partner Success Manager

As a Partner Customer Success Manager at Otter, you will be responsible for fostering and maintaining strong relationships with our 3rd party partners and restaurant clients. Your primary goal will be to ensure Partner satisfaction, retention, and growth by providing strategic support and guidance. You will work closely with Sales, Product Management, Customer Support, Onboarding and other teams to deliver exceptional service and value to our customers.

Key Responsibilities:

• Partner Relationship Management: Build and nurture long-term relationships with 3rd party channel partners, serving as their primary point of contact for all customer success-related activities.
• Onboarding & Enablement: Guide the onboarding process for new channel partners, ensuring they understand our product offerings, value propositions, and go-to-market strategies.
• Proactive Support: Regularly check in with customers to gauge satisfaction, address issues, and provide strategic recommendations for maximizing their use of Otter's solutions.
• Strategic Guidance: Drive strategy for revenue growth by identifying upsell and cross-sell opportunities, and providing insights to help customers optimize their operations.
• Problem Resolution: Address and resolve customer issues promptly, coordinating with internal teams to ensure a seamless experience.
• Customer Business Reviews: Conduct regular partner business reviews to discuss progress, share insights, and identify further growth and improvement opportunities.
• Customer and Partner Enablement: Develop and implement enablement programs to ensure partners can independently utilize Otter's products and services, coach customers to achieve their business goals, and sell our products.
• Performance Monitoring: Track and analyze partner performance metrics, providing insights and recommendations to optimize their effectiveness and drive revenue growth.
• Continuous Improvement: Continuously seek opportunities to improve partner programs and processes, incorporating feedback and industry best practices. Emphasis on the Life Time Value (LTV) and Cost of Acquisition (CAC)
• Partner Advocacy: Act as an advocate for channel partners within the company, ensuring their feedback and needs are communicated to internal teams, including product development, marketing, and sales.

Requirements:

• Bachelor’s degree in a relevant field (such as Business Admin, Marketing, Communications, IT, Hospitality Management, Economics, Data Analytics). 
• 3+ years in a client- or partner-facing role such as Business Development/Partnerships, Channel Partner Management, Partner Operations, or Account Management/Customer Success with experience managing your own book of business.
• Strong communication and presentation skills.
• Proven ability to manage multiple tasks and projects simultaneously.
• Technical aptitude and the ability to learn new software applications quickly.
• Strong analytical skills with the ability to interpret customer data and metrics to drive decision-making and strategy.
• Track record of meeting/exceeding net revenue retention and growth targets. 

Nice to haves/highly preferred:

• Key Account Management or Channel Partner Management experience
• Experience in e-commerce, online food ordering, POS, restaurant software, or other online sales platforms