Full-Time Partner Customer Success Manager

What you’ll be doing:

As a Partner Customer Success Manager, you’ll be partnering closely with Channel Managers, dedicated team of Partner Education Specialist, Partner Support Engineer, Partner Solution Architect, Product and Engineering teams to deliver a world class partner experience. Partnering with Implementation services, you will oversee customer onboarding, working with customer stakeholders to achieve critical IT objectives in a timely fashion. You will act as a trusted advisor to partners and their key customers, providing guidance that drives product adoption, driving health and identifying expansion opportunities that benefit your partner’s objectives.  You will serve as the primary point of contact for all partner needs ensuring issues are receiving the proper attention, features are properly prioritized and sharing product updates that impact your partner’s and their end customers environment.

Your duties and responsibilities include:

Understand the partner’s and their key end customers  requirements, challenges, and what business outcomes and value they are expecting from their investment

Monitor partner and key end customers  health and proactively identify issues by engaging all available resources to resolve the issue and strategically mitigate risk

Act as the main escalation point for business and technical issues, providing centralized and dedicated ownership within JumpCloud

Support expansion opportunities by understanding customer needs and partner with Partner Account Managers to drive expansion opportunities

Oversee enablement program in collaboration with the Partner Education Specialist to ensure key end clients and partners are set up for success and meeting their enablement milestones

Collaborate with Partner Account Managers to develop joint strategic Account Plans deepening partner relationships and driving additional value

Maintain an understanding of JumpCloud products and industry knowledge to effectively drive greater customer engagement on the most relevant features /functionality for their specific business needs 

Maintain quantitative and qualitative value that clearly indicates a partner’s return on investment

Maintain expertise in the JumpCloud platform product capabilities and how our solutions solve customer IT needs

We’re looking for:

Minimum 2 years of customer facing experience at a Saas company

Technical acumen in the field of IT preferred (i.e. User Access Management, authentication, device management, MDM, security, system administration, etc)

Strong organizational skills with the ability to manage several tasks in parallel

Outstanding verbal & written communications and strong listening skills, particularly in the technical IT environment.

Learning mindset that is always curious

Excellent problem-solving, multi-tasking, time management and organizational skills, with strong attention to detail

Bachelor’s degree or equivalent experience desired