Responsibilities
- Develop and manage the partner certification and enrollment framework
- Lead the design and execution of partner certification, including training, assessment, ongoing enablement, and FAQ maintenance
- Equip account executives with tools and confidence to sell through the Direct to Partner model
- Manage daily operations for partner implementations
- Maintain and govern a certified partner directory with details on region, language, specialty, capacity, and pricing to ensure proper deal routing
- Establish and manage a standardized weekly check-in process with each partner using a dedicated Slack channel to avoid fragmented communication
- Serve as the escalation lead when partner engagements encounter unresolved issues beyond routine Slack support
- Monitor key performance metrics including customer satisfaction, seat activation rates, time-to-go-live, and escalation frequency for each partner
- Conduct biannual performance reviews, issue formal improvement plans, and document tier adjustments or decertification decisions
- Enforce defined exit criteria to ensure smooth customer handoffs to customer success, only finalizing when all requirements are met
- Create and manage reporting systems for partner activities and financial settlements
- Oversee tracking and governance mechanisms that provide cross-functional teams visibility into partner-led implementations
- Accurately track and process partner payments on schedule
Work Arrangement
Hybrid — Austin, Texas
Other
- This is a hybrid role in Austin, Texas, requiring in-office presence 1-2 times per week
- Interviews are conducted remotely
- Applicants are encouraged to share their pronouns and any accommodation needs for the interview process
