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Partner Success Manager

Dallas

At Talkdesk, we are courageous innovators focused on redefining the customer experience, making the impossible possible for companies globally. We champion an inclusive and diverse culture representative of the communities in which we live and serve. And, we give back to our community by volunteering our time, supporting non-profits, and minimizing our global footprint. Each day, thousands of employees, customers, and partners all over the world trust Talkdesk to deliver a better way to great experiences.

We are recognized as a cloud contact center leader by many of the most influential research organizations, including Gartner and Forrester. With $498 million in total funding, a valuation of more than $10 Billion, and a ranking of #16 on the Forbes Cloud 100 list, now is the time to be part of the Talkdesk legacy to help accelerate our success in a new decade of transformational growth.

At Talkdesk, we embrace FAST, our fundamental operating principles that define who we are as an organization. These principles drive us to make the impossible possible. FAST: Focus + Accountability + Speed = Talkdesker.

  • Focus: Focus time, energy and attention on what is most impactful for the business and thoughtful about how and when to partner with others.
  • Accountability: Hold self and others accountable to meet commitments and drive results. Accept responsibility for successes and failures.
  • Speed: Execute with agility and urgency. Act promptly, decisively, and without delay. Make good and timely decisions that keep the organization moving forward.
  • Talkdesker: YOU!

We seek a dynamic and results-driven Partner Success Manager to join our growing team and champion our partnerships across the Americas. As a key member of our partner ecosystem, you will be responsible for building strong relationships with our strategic partners, ensuring their success, and driving mutual growth. You will act as a trusted advisor, advocating for their needs within our organization and maximizing the value they derive from our SaaS platform.

 

Responsibilities:

  • Partner Onboarding & Enablement:

    • Lead the onboarding process for new partners, ensuring a seamless and efficient experience

    • Ensure partners engage in training programs and maintain Certification Status

    • Equip partners with the tools and knowledge necessary to achieve their business objectives.

    • Work with CX enablement on improving onboarding training materials based on partner feedback

  • Strategic Partnership Management:

    • Collaborate with partners to support their joint business plans (JBPs) that align with strategic goals and drive revenue growth.

    • Identify and pursue opportunities to expand partnerships including Product, Industry and customer expansion motions

    • Conduct regular strategic planning sessions to ensure alignment and optimize partnership performance

  • Relationship Building & Communication:

    • Cultivate and maintain strong, trusted relationships with key partner stakeholders at all levels

    • Serve as partners' primary point of contact, providing timely and effective communication regarding non-sales activities

    • Facilitate regular meetings and communication channels to ensure ongoing collaboration and information sharing

  • Performance Monitoring & Analysis:

    • Track and analyze key performance indicators (KPIs) to measure partner performance and identify areas for improvement

    • Attend business reviews to assess progress, strategic direction, and celebrate successes with focus on Post Sales status and progress

    • Generate insightful reports and presentations to communicate partner performance and identify growth opportunities

  • Issue Resolution & Advocacy:

    • Proactively identify and address partner challenges and roadblocks, ensuring timely resolution

    • Advocate for partner needs and priorities within the organization, working cross-functionally to deliver solutions

    • Escalate critical issues to appropriate internal teams and ensure adequate follow-up

  • Growth & Expansion Initiatives:

    • Identify and work with CS and AE’s on upselling and cross-selling opportunities to maximize partner revenue

    • Working with Channel Manager & Partner Marketing to expand partners market reach and increase customer acquisition

    • Constantly look for ways to improve partner satisfaction and increase partner ROI

 

Requirements:

  • Bachelor's degree in Business Administration, Marketing, or a related field
  • 5+ years of experience in partner management, account management, or sales, preferably within the SaaS industry
  • Proven track record of building and maintaining strong relationships with partners
  • Excellent communication, presentation, and interpersonal skills
  • Strong analytical and problem-solving abilities
  • Ability to work independently and as part of a team in a fast-paced environment
  • Proficiency in CRM software (e.g., Salesforce) and other relevant tools
  • Experience with the Americas market, and understanding of cultural differences
  • Bilingual in English and Spanish or Portuguese is a strong advantage

Work Environment and Physical Requirements:

Primarily office-environment work, extended periods of sitting or standing, computer-based work. Limited lifting, and equipment usage limited to computer-related equipment (keyboards, mouse, etc.)

The Talkdesk story hinges on empathy and acceptance. It is the shared goal among all Talkdeskers to empower a new kind of customer hero through our innovative software solution, and we firmly believe that the best path to success for our mission is inclusivity, diversity, and genuine acceptance. To that end, we will hire, promote, work along, cheer for, bond with, and warmly welcome into the Talkdesk family all persons without regard to ethnic and racial identity, indigenous heritage, national origin, religion, gender, gender identity, gender expression, sexual orientation, age, disability, marital status, veteran status, genetic information, or any other legally protected status.

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