Partner Success Manager Jobs

About Us

Pia is a true IT service desk intelligent automation platform that integrates with existing IT service management tools to accelerate ticket resolution, improve service outcomes, and reduce costs for managed services providers (MSPs).

Created by one of Australia’s largest and most respected MSPs, Pia launched into the market in 2022 and has grown exponentially, expanding from Australia into the US, UK, Canada, and New Zealand.

With a global technology patent, over 100 integrations and automations, and having won multiple innovation awards with our AI-first approach to improving operational efficiency, Pia is just getting started.

About the role

At Pia, the primary objective of a Partner Success Manager is to meet the business needs by attending to existing Partner service and solutions requirements. Ensuring Partner success and retention with a proactive outcome-focused engagement.

Objectives of the role

• Set strategic goals for partner onboarding and efficiency to measure increased productivity.
• Analyze current operational processes and performance, recommending solutions for improvement where necessary.
• Collaborate with managers/teams, Partner Integration in the development of delivery plans and milestones.

Position outcomes

• Work with the stakeholders in your portfolio of Partners, and deeply understand their strategy, goals, and plans.
• Be a product evangelist to your Partner portfolio, educating them on the new PIA product roadmap.
• Be the voice of the Partner when engaging with internal teams
• Ensure high Partner satisfaction levels are maintained and plans are put in place to remediate where required.
• The MS team is more motivated because they have a friendly, helpful person keeping them up to date with their Partners.
• Partners are satisfied because they have a trusted point of contact – someone who is responsive to their needs, and friendly to talk to.
• Partner businesses, functions, and priorities are understood, documented, and communicated with the service delivery team.
• Conversion of expired/redundant Partner support contracts to current PIA product offering.
• Partner service agreements and deliverables are monitored and maintained for profitability.
• Pro-active Partner engagement and communication spearhead for company correspondence.
• Roadblocks are identified and proactively dealt with in a timely manner.
• Track Partner goals and progress to help facilitate their ROI.
• Improved financial performance due to faster identification of opportunities in line with KPI’s.

Position Responsibilities

• Respond to Partner queries as required.
• Making and changing appointments (meetings and calls) with Partners, prospects, and others.
• Draw on relationships with department heads, external partners, and peers to make decisions regarding operational activity and strategic goals.
• Managing Partner expectations of deliverables to support PIA resource scheduling and timeframes.
• Various other general administrative tasks from time to time.
• Keep a record of all meeting minutes, drive, and track all work-in-progress items.
• Provide PIA sales/marketing to Partners and develop strategies for value-add.
• Aid in the fulfilment of the organization's Vision & Mission through the completion of all requested tasks within your capabilities.
• Management and organization of billable/ad hoc tasks and associated resource scheduling, quoting, and invoices with internal teams.
• Following up with Partner on scope sign-off and payment of any agreed upfront amount.
• Develop, implement, and monitor day-to-day deliverables and processes to provide visibility into project completion, progress, and obstacles.
• Early engagement with the sales team and prospective Partners with the view of converting them into managed services Partners.
• Reviewing and checking Partner tickets prior to contacting the Partner.
• Maintaining Partner agreement database including additions, deletions, and changes as needed.
• Monitoring upcoming Roadmap due dates and communicating any changes to the Partner and or relevant PIA staff members.
• Logging of each ticket/opportunity in the PSA.
• Generate correspondence and simple reports to Partners.

Position Competencies

• Confident enough to develop Partner relationships and build rapport with staff, business partners, and Partners.
• Demonstrated a genuine interest in the business.
• Experience with an MSP preferred.
• Displays a reasonable knowledge and understanding of a professional office environment.
• Promote a culture of quality customer service in the organization.
• Demonstrated a high level of customer service and customer advocacy skills and proven ability to build strong relationships with a range of Partners.
• Strong organizational and time management skills.
• Displays each of the following attributes - excellent work ethic/dedication/punctuality/initiative/personality / pro-active / attention to detail / organized/self-motivated.
• Ability to prioritize and multitask in a fast-paced environment.
• Excellent communication skills, both written and verbal, being able to interact with end-users effectively.
• Ability to work independently, yet as part of a collaborative team.
• Experience in a Partner-focused IT technical support role.

Required skills and qualifications:

• Sound knowledge of general administration processes.
• Proven experience in a professional office environment.
• A bachelor's degree or equivalent in IT, Business, Finance, Marketing, or previous sales experience would be highly regarded.
• Maturity and responsibility.
• Proven experience with office software such as Microsoft Office Suite.

Desired skills

• Experience using systems - including ConnectWise, Kaseya, and Office 365.
• Workflow management – professional services.

What’s in it for you?

• See the impact you have in the workplace.
• Dynamic and passionate culture.
• Growing company with opportunities for progression.
• Work from home [with the possible occasional need to work from an office or attend corporate events].
• Progressive team environment with lots of talent.