Partner Success Account Manager - Partner Support

Title: Partner Success Account Manager (Partner Support)

Reports to: Director of Partnerships

Location: Remote

About CharterUP

If you’ve been searching for a career with a company that values creativity, innovation, and teamwork, consider this your ticket to ride.

CharterUP is on a mission to shake up the fragmented $15 billion charter bus industry by offering the first online marketplace that connects customers to a network of more than 600 bus operators from coast to coast. Our revolutionary platform makes it possible to book a bus in just 60 seconds – eliminating the stress and hassle of coordinating group transportation for anyone from wedding parties to Fortune 500 companies. We’re introducing transparency, accountability, and accessibility to an industry as archaic as phone books. By delivering real-time availability and pricing, customers can use the CharterUP marketplace to easily compare quotes, vehicles, safety records, and reviews.

We're seeking team members who are revved up and ready to use technology to make a positive impact. As part of the CharterUP team, you'll work alongside some of the brightest minds in the technology and transportation industries. You'll help drive the future of group travel and help raise the bar for service standards in the industry, so customers can always ride with confidence.

But we're not just about getting from point A to point B – CharterUP is also committed to sustainability. By promoting group travel, we can significantly reduce carbon emissions and help steer our planet toward a greener future. In 2022 alone, we eliminated over 1 billion miles worth of carbon emissions with 25 million miles driven.

CharterUP is looking for passionate and driven individuals to join our team and help steer us toward a better future for group transportation. On the heels of a $60 million Series A funding round, we’re ready to kick our growth into overdrive – and we want you to be part of the ride.

About This Role

CharterUP is seeking a dynamic and highly motivated individual to join our team as a Partner Success Account Manager. As a Partner Success Account Manager, you will play a critical role in the growth and success of our organization by onboarding new partners, providing comprehensive training, consulting partners on growth opportunities through ongoing account management, and delivering product support. Your primary responsibility will be to build strong relationships with our partners, helping them maximize their success and achieve their business objectives.

Responsibilities

• Stay up-to-date: Keep abreast of industry trends, competitive landscape, and emerging technologies relevant to our partners. Continuously expand your knowledge of our products and services, ensuring you can effectively support and guide partners in their business growth.
• Onboard new partners: Lead the onboarding process for new partners, ensuring a smooth transition into our ecosystem. Collaborate with cross-functional teams to set up partner accounts, provide necessary documentation, and communicate partner requirements effectively.
• Drive partner success: Collaborate with internal teams, including operations, customer support, marketing, and product, to drive partner success. Identify opportunities for collaboration, joint marketing efforts, and product enhancements. Work closely with partners to optimize their performance, increase revenue, and foster long-term partnerships.
• Perform ongoing account management: Develop and maintain strong relationships with partners, acting as a trusted consultant and advocate for their needs. Conduct regular check-ins, track partner performance, and identify growth opportunities. Provide guidance and strategic advice to partners, aligning their goals with our organization's objectives.
• Provide comprehensive training: Develop and deliver training programs that enable partners to effectively utilize our products, services, and tools. Conduct both virtual and in-person training sessions, addressing partner needs and ensuring they have the knowledge and resources to succeed.
• Offer technical support: Serve as the primary point of contact for partners, providing prompt and effective technical support. Troubleshoot issues, offer solutions, and escalate complex problems to the appropriate internal teams. Ensure timely resolution and maintain a high level of partner satisfaction.

Experience And Expertise

• Strong technical aptitude and ability to understand complex products and systems.
• Excellent communication and interpersonal skills, with the ability to build rapport and influence partners at various levels.
• Self-motivated and proactive, with a demonstrated ability to work independently and as part of a team.
• Proficiency in CRM software, project management tools, and other relevant applications.
• Ability to prioritize and manage multiple tasks simultaneously in a fast-paced environment.
• Experience working with motorcoach operators, or in the technology industry or with SaaS solutions, is a plus.
• Bachelor's degree in business, marketing, or a related field (or equivalent experience).
• Proven experience in partner management, account management, customer support, or a similar customer-facing role.
• Exceptional problem-solving and troubleshooting abilities.

Recruiting Process

• Step 1: Video interview with Talent Acquisition + brief (12 min) online assessment (Wonderlic)
• Step 3: Team Interview + Quantitative Reasoning Interview with Talent Acquisition
• Step 4: Offer! Welcome aboard!
• Step 2: Video interview with Hiring Manager

CharterUP Principles

At CharterUP, we don’t compromise on quality. We hire smart, high-energy, trustworthy people and keep them as motivated and happy as possible. We do that by adhering to our principles, which are:

Customer First

• We always think about how our decisions will impact our clients; earning and keeping customer trust is our top priority
• We are not afraid of short-term pain for long-term customer benefit

Create an Environment for Exceptional People

• We identify top performers, mentor them, and empower them to achieve
• We foster intellectual curiosity
• Every hire and promotion will have a higher standard

Everyone is an Entrepreneur / Owner

• We do more with less; we are scrappy and inventive
• No team member is defined by their function or job title; no job is beneath anyone
• We think long-term

Relentlessly High Standards

• We reject the status quo; we constantly innovate and question established routines
• We don’t compromise on quality
• We are not afraid to be wrong; the best idea wins

Clarity & Speed

• When in doubt, we act; we can always change course
• We focus on the key drivers that will deliver the most results

Mandate to Dissent & Commit

• We are confident in expressing our opinions; it is our obligation to express our disagreement
• Once we decide, we enthusiastically move together in the agreed-upon direction

CharterUP is an equal opportunity employer. We make all employment decisions including hiring, evaluation, termination, promotional and training opportunities, without regard to race, religion, color, sex, age, national origin, ancestry, sexual orientation, physical handicap, mental disability, medical condition, disability, gender or identity or expression, pregnancy or pregnancy-related condition, marital status, height and/or weight.