Partner Success Manager at Sertifi

| Chicago
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The Partner Success Manager role is an amazing opportunity to join a growing successful organization and be the first member focused on partners and integrations. You will partner both internally and externally to help enable our current partners, onboard new partners, and develop our partner strategy. If you’re interested in working in a dynamic, cross-functional team that is a strategic part of our growth strategy, this is the role for you!

The ideal candidate will have expertise in developing and maintaining positive relationships with external partners and internal partners to drive toward measurable goals. Through outstanding communication skills, she/he will communicate and assist partners in implementing and understanding Sertifi products, APIs, resources, and processes. Technical knowledge, Project Management and Account Management are at the core of this role.

Due to the circumstances of COVID-19, Sertifi has shifted to working remotely at this time. We will interview, onboard, and operate as a remote team until further notice. As it is deemed safe to return to the office, we will consider a hybrid approach to WFH and In-Office work.

Challenges You’ll Tackle: 

  • Act as the primary point of contact and advocate for our integration partners and largest API customers
  • Proactively own and manage a portfolio of partner accounts and become their trusted advisor by building strong relationships 
  • Consult with new partners on the best ways to utilize Sertifi APIs
  • Document partner processes including workflow, support FAQs, new user onboarding, and training materials
  • Work closely with the onboarding team to build repeatable processes for onboarding our partner’s customers
  • Facilitate the transition of new clients from onboarding to self-sufficiency using customer success software (ChurnZero)  
  • Conduct business reviews and proactively suggest solutions to partner concerns 
  • Provide feedback to the Product team by effectively communicating customer needs and feature requests; work cross-functionally across various teams  
  • Monitor and report on analytics, status reports, and KPIs for your portfolio partners
  • Develop an in-depth knowledge of all Sertifi products and services; maintain product expertise across our platform
  • Maintain partner needs, questions, and interactions in Salesforce; escalate challenges and concerns internally to the appropriate teams 

What You’ll Need to Succeed: 

  • Bachelor’s Degree from a four year accredited College/University or 8+ years of experience in lieu of education
  • 5+ years total experience in customer/partner facing role required
  • 3+ years experience in the SaaS industry highly preferred
  • Experience working with APIs highly preferred
  • Ability to communicate business and technical information to a wide variety of audiences, including Executives, Sales, Marketing, Product, and Engineering
  • Highly collaborative, technically adept self-starter who has exceptional relationship building skills
  • Team player with strong interpersonal skills
  • Ability to thrive in a fast-paced, dynamic environment
  • Experience developing implementation plans and managing complex deployments 
  • Strong problem resolution and analytical skills 
  • Ability to project manage, multi-task, meet deadlines and prioritize projects 
  • Self-motivated and self-learner with the ability to work under minimal supervision 
  • Able to collaborate well with a team, but can also manage their workload independently  
  • Experience with Salesforce.com preferred
  • Experience with Adobe Acrobat Pro preferred
  • Experience with customer success software (i.e. ChurnZero) preferred

What’s in it for you:   

Collaborative work environment that welcomes new ideas and allows you to make an immediate impact on the team.

Additionally, we offer great benefits such as: competitive salary, medical/dental/vision insurance, short-term and long-term disability insurance, 401k with company match, life insurance and other benefits.

Physical Requirements:

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. While performing the duties of this Job, the employee is regularly required to sit; use hands to type, use computer, phone, cell phone and other office/home office equipment/technology.

Must be able speak, see, and hear.

Must be able to remain in a stationary position for prolonged periods of the time.

Sertifi is proud to be an Equal Opportunity Employer. Sertifi is committed to building a diverse team of talented individuals who bring different perspectives to the business and who feel a sense of inclusion and belonging when they join our team. All individuals seeking employment at Sertifi are considered without regards to race, ethnicity, color, age, sex, religion, national origin, ancestry, pregnancy, sexual orientation, gender identity, gender expression, genetic information, physical or mental disability, registered domestic partner status, caregiver status, marital status, veteran or military status, citizenship status, or any other basis forbidden under federal, state, or local law. 

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Technology we use

  • Engineering
  • Product
  • Sales & Marketing
    • .NETLanguages
    • C#Languages
    • SqlLanguages
    • AzureLanguages
    • ASP.NETFrameworks
    • ASP.NET CoreFrameworks
    • AngularFrameworks
    • Microsoft SQL ServerDatabases
    • Azure Cosmos DBDatabases
    • BalsamiqDesign
    • ConfluenceManagement
    • JIRAManagement
    • WordpressCMS
    • SalesforceCRM

Location

222 W. Merchandise Mart Plaza, Chicago, IL 60654

An Insider's view of Sertifi

What does your typical day look like?

After getting some coffee and catching up on emails, I’ll typically have a few clients that need onboarding help! This consists of me discussing their workflows and what action is needed for them to be live using Sertifi. If we’re not discussing set up, I’m either training a team on how to use the system, or creating web portals for new clients!

Kyle

Customer Success Manager

What are Sertifi Perks + Benefits

Sertifi Benefits Overview

You will work in a collaborative office environment that welcomes new ideas and allows you to make an immediate impact on the team. Additionally, we offer great benefits such as: competitive salary, medical/dental/vision insurance, short-term and long-term disability insurance, 401k with company match, paid parental leave, life insurance, pre-tax Transit Benefit Program, casual work environment, weekly team lunches and Starbucks runs, regular company outings, and a convenient River North location close to public transit.

Culture
Volunteer in local community
Friends outside of work
Eat lunch together
Intracompany committees
Daily sync
Open door policy
Group brainstorming sessions
Open office floor plan
Health Insurance & Wellness Benefits
Disability Insurance
Dental Benefits
Vision Benefits
Health Insurance Benefits
Life Insurance
Wellness Programs
Retirement & Stock Options Benefits
401(K) Matching
Performance Bonus
Child Care & Parental Leave Benefits
Generous Parental Leave
Flexible Work Schedule
Vacation & Time Off Benefits
Generous PTO
Paid Holidays
Paid Sick Days
Perks & Discounts
Casual Dress
Commuter Benefits
Company Outings
Stocked Kitchen
Some Meals Provided
Happy Hours
Relocation Assistance
Professional Development Benefits
Job Training & Conferences
Promote from within
Time allotted for learning
Customized development tracks
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