Senior Partner Success Manager in Vancouver

• Lead and manage partner accounts in relation to platform and operational priorities
• Collaborate with internal stakeholders to prioritize and deliver partnership improvement programs
• Develop and nurture strategic partner relationships as the main point of contact
• Coordinate monthly and quarterly business reviews
• Lead partner communications regarding critical service-availability incidents
• Define success metrics and develop joint business plans with partners
• Assess partner progress, address challenges, and identify improvement areas
• Plan, execute, and monitor changes to client support and onboarding processes
• Guide partner internal teams in supporting FISPAN products and services
• Coordinate and deliver training sessions, webinars, and workshops
• Track and report partner performance metrics, including revenue, customer acquisition, and retention
• Identify business development opportunities and platform needs and inform the product roadmap
• Advocate for partners within FISPAN and represent their voice in internal decisions
• Provide weekly updates to the executive team on account activity
• Provide initial product and informational support to customers
• Escalate bugs and issues through relevant internal channels
• Act as a subject matter expert on the platform, products, and services
• Address user questions regarding the product and platform
• Drive time-to-revenue, onboarding, retention, adoption, and support-satisfaction outcomes

Requirements

• 5+ years of experience in Customer Success Management or Account Management
• Experience with B2B Platforms
• Bachelor's degree in Commerce, Information technology, or related field
• Ability to maintain composure in stressful situations
• Ability to respond to customer needs quickly and effectively
• Ability to adapt to change and be comfortable with ambiguity
• Ability to oversee and coordinate multiple projects or initiatives
• Detailed-oriented approach to completing tasks, responsibilities, and commitments timely
• Excellent communication skills for value-based emails and concise presentations
• Understanding of business performance metrics
• Experience interpreting data analytics and deriving customer-value insights
• Strong customer-focused mindset
• Ability to work proactively and independently
• Strong prioritization and follow-through
• Empathy and sensitivity when responding to challenges
• Professional verbal and written communication under pressure
• Analytical ability to identify and comprehend complex problems
• Ability to understand technical concepts and explain them to others

Core Competencies

Demonstrates expertise in Customer Success Management and Account Management, with a strong focus on developing strategic partner relationships and driving performance metrics. Proficient in coordinating training sessions and managing multiple projects while maintaining excellent communication and analytical skills.

Highest-signal resume keywords

• Customer Success Management
• B2B Platforms
• Data Analytics Interpretation
• Performance Metrics Understanding
• Strategic Partner Relationship Development

ATS Optimization Keywords

Hard Skills

• Customer Success Management
• Account Management
• Data Analytics
• Performance Metrics
• Project Coordination
• Business Development
• Onboarding Processes
• Training Delivery
• Technical Concept Explanation
• Joint Business Planning

Soft Skills

• Excellent Communication
• Empathy
• Adaptability
• Detail-Oriented
• Proactive Problem Solving

Certifications & Qualifications

• Bachelor's Degree in Commerce
• Bachelor's Degree in Information Technology

Industry Keywords

• Partner Accounts
• Service-Availability Incidents
• Customer Acquisition
• Customer Retention
• Support Satisfaction