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Senior Partner Success Manager
FISPANSenior Partner Success Manager driving strategic bank partnerships for FISPAN’s embedded banking SaaS. Improving onboarding, adoption, retention, support satisfaction, and partner revenue.
Core Competencies
Role fitCore Competencies
Use this summary to align your resume positioning with the role.
Demonstrates expertise in Customer Success Management and Account Management, with a strong focus on developing strategic partner relationships and driving performance metrics. Proficient in coordinating training sessions and managing multiple projects while maintaining excellent communication and analytical skills.
Highest-signal resume keywords
Customer Success ManagementB2B PlatformsData Analytics InterpretationPerformance Metrics UnderstandingStrategic Partner Relationship Development
ATS Keywords
Tailor your resumeApplicant Tracking System Keywords
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Hard Skills
Customer Success ManagementAccount ManagementData AnalyticsPerformance MetricsProject CoordinationBusiness DevelopmentOnboarding ProcessesTraining DeliveryTechnical Concept ExplanationJoint Business Planning
Soft Skills
Excellent CommunicationEmpathyAdaptabilityDetail-OrientedProactive Problem Solving
Certifications & Qualifications
Bachelor's Degree in CommerceBachelor's Degree in Information Technology
Industry Keywords
Partner AccountsService-Availability IncidentsCustomer AcquisitionCustomer RetentionSupport Satisfaction
About the role
Key responsibilities & impact- Lead and manage partner accounts in relation to platform and operational priorities
- Collaborate with internal stakeholders to prioritize and deliver partnership improvement programs
- Develop and nurture strategic partner relationships as the main point of contact
- Coordinate monthly and quarterly business reviews
- Lead partner communications regarding critical service-availability incidents
- Define success metrics and develop joint business plans with partners
- Assess partner progress, address challenges, and identify improvement areas
- Plan, execute, and monitor changes to client support and onboarding processes
- Guide partner internal teams in supporting FISPAN products and services
- Coordinate and deliver training sessions, webinars, and workshops
- Track and report partner performance metrics, including revenue, customer acquisition, and retention
- Identify business development opportunities and platform needs and inform the product roadmap
- Advocate for partners within FISPAN and represent their voice in internal decisions
- Provide weekly updates to the executive team on account activity
- Provide initial product and informational support to customers
- Escalate bugs and issues through relevant internal channels
- Act as a subject matter expert on the platform, products, and services
- Address user questions regarding the product and platform
- Drive time-to-revenue, onboarding, retention, adoption, and support-satisfaction outcomes
Requirements
What you’ll need- 5+ years of experience in Customer Success Management or Account Management
- Experience with B2B Platforms
- Bachelor's degree in Commerce, Information technology, or related field
- Ability to maintain composure in stressful situations
- Ability to respond to customer needs quickly and effectively
- Ability to adapt to change and be comfortable with ambiguity
- Ability to oversee and coordinate multiple projects or initiatives
- Detailed-oriented approach to completing tasks, responsibilities, and commitments timely
- Excellent communication skills for value-based emails and concise presentations
- Understanding of business performance metrics
- Experience interpreting data analytics and deriving customer-value insights
- Strong customer-focused mindset
- Ability to work proactively and independently
- Strong prioritization and follow-through
- Empathy and sensitivity when responding to challenges
- Professional verbal and written communication under pressure
- Analytical ability to identify and comprehend complex problems
- Ability to understand technical concepts and explain them to others
Benefits
Comp & perks- Semi-annual bonus program
- Equity grants
- Modern MacBook and Apple equipment
- Downtown Vancouver office with coastal views
- Access to building fitness center
- Work-From-Anywhere policy
- Generous benefits
- Family leave top-up program
- Fully stocked cupboards
- Weekly catered team lunches
- Daily JJ Bean coffee runs
- Extended health and dental benefits
- Paid time off
- Savings and retirement plan matching
- Parenthood top-up
- Mentorship programs and leadership series
- Career development support
- Wellbeing and personal growth support