Partner Success Manager

Employer: MSP company based in Las Vegas, Nevada

Work Setup: Remote

Working Schedule: Monday Friday, 8:00 am - 5:00 pm Pacific Standard Time

Job Summary:

The Partner Success Manager (PSM) is responsible for nurturing long-term relationships with our clients partners, ensuring they receive exceptional service and strategic IT guidance tailored to their business needs. Acting as a trusted advisor, the PSM proactively identifies opportunities to enhance partner satisfaction, retention, and growth. This role plays a critical part in bridging the gap between our partners and internal teams, ensuring seamless communication, alignment of expectations, and delivery of managed IT solutions.

Key Responsibilities:

• Serve as the primary point of contact for assigned partner accounts, maintaining strong relationships and trust.
• Own all communications with the partner.
• Develop a deep understanding of each partners business goals, and IT needs to provide strategic recommendations.
• Conduct regular business reviews with partners to assess satisfaction, performance, and identify areas for improvement.
• Proactively identify upsell and cross-sell opportunities to align IT solutions with partner needs.
• Collaborate with internal teams (technical support, cybersecurity, and project management) to ensure the highest level of service delivery.
• Address and resolving partner concerns efficiently, escalating issues when necessary to maintain partner satisfaction.
• Stay updated on industry trends and emerging technologies to provide relevant insights to partners.
• Maintain accurate partner records and interactions in CRM tools.
• Assist with contract renewals and service agreement negotiations.

Required Qualifications:

• 3+ years of experience in account management, partner success, or IT service management.
• Proven track record of maintaining and growing partner relationships.
• Strong understanding of IT services, including managed IT, cybersecurity, cloud solutions, and networking.
• Exceptional communication and interpersonal skills.
• Strong problem-solving abilities and strategic thinking.
• Experience working with CRM tools (e.g., HubSpot, Salesforce).

Preferred Qualifications:

• Experience in the Managed IT Services industry.
• Experience working with C-level executives and decision-makers.

Key Competencies & Soft Skills:

• Customer-centric mindset with a passion for delivering exceptional service.
• Ability to build and maintain strong professional relationships.
• Excellent negotiation and conflict-resolution skills.
• Strong organizational skills with attention to detail.
• Adaptability and resilience in a fast-paced environment.

Career Growth Opportunities:

• Opportunities for advancement into senior account management, sales leadership, or strategic business consulting.
• Mentorship from senior leadership.