Your Money Line

Operations

• Design and own the support infrastructure, processes, and standards that will scale with the business
• Analyze ticket trends to identify product issues, user friction, and improvement opportunities
• Partner with Product and Engineering teams to escalate bugs and advocate for resolution
• Create and maintain internal documentation and customer-facing help resources
• Serve as the primary point of contact for customer support inquiries via chat, email, and support tickets
• Deliver timely, accurate, and empathetic support to end users and employer clients
• Troubleshoot technical issues across mobile and desktop applications
• Translate complex technical issues into clear, user-friendly explanations
• Track and report on Service Level Agreements (SLAs) and resolution time standards
• Help refine support processes to improve efficiency and customer satisfaction

Support Operations Lead

Manager

• Work alongside Sales to establish ambitious yet attainable growth targets, manage partner forecasts, and maintain clear visibility into channel performance.
• Drive partner growth by developing a deep understanding of their goals and incentives, guiding them toward expanding their books of business with Your Money Line.
• Conduct regular business reviews (QBRs) with key partners to assess performance, address challenges, and align on goals.
• Serve as the voice of the partner internally, advocating for partner needs across product, marketing, and client success teams.
• Lead enablement sessions to equip partner sellers with the knowledge and confidence to go to market with Your Money Line.
• Develop and maintain enablement materials such as playbooks, battle cards, and training guides that partners can reference independently.
• Deliver compelling product demos to partner prospects and their stakeholders, independently representing YML's value proposition in the field.
• Act as a subject matter expert on the Your Money Line software, answering partner questions as needed.
• Collaborate closely with the Client Success team to ensure partners receive a high level of service and achieve a high level of engagement.
• Collaborate with the marketing team to ensure partners have access to up-to-date collateral, campaigns, and resources.
• Stay up to speed on the benefits and retirement industries, understanding what partners are focused on.
• Identify opportunities to systematize and scale the enablement program as the partner channel grows.

Support Operations Lead

Partner Enablement Manager