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Partner Success Manager

Date: Jun 23, 2022

Location: North Sydney, AU, 2060

Company: Optimizely

Optimizely is focused on unlocking digital potential and we are the recognized category leader in Digital Experience Platform (DXP) and created the category for A/B Testing and experimentation software. We have incredible customers – isn’t that one of the most important aspects of looking for your next job? Optimizely has over 9,000 brands from global organizations such as Visa, Sky, Yamaha, Wall Street Journal to tech innovators like Atlassian, DocuSign, FitBit and Zillow.

 

Not only are we financially sound and growing but we have unicorn status: Exceeded $300M in revenue in 2020, is profitable already, and has all strategic options ahead of itself. Optimizely continues to invest and addresses a market opportunity north of $30 billion, providing significant personal career growth opportunities.

 

We are an inclusive culture with a global team of 1200+ people across the US, Europe, Australia, and Vietnam. We blend European and American business culture with emphasis on teamwork, inclusion, and moving fast. People make the difference!

 

If you are looking to work on the next generation of digital technologies in a fast-paced, hyper-growth environment, apply! We’re just getting started...

Introduction

The purpose of the Partner Success Manger role is to technically enable & equip our partners to implement quality, secure, and performant Optimizely solution(s).  These solutions then will help our mutual customers realize value faster, driving adoption, consumption, and ultimately customer lifetime value through service interactions.  Key to achieving this goal will be to grow and strengthen our global partner ecosystem that can extend our reach and create Optimizely raving fans.

Job Responsibilities

* Develop strong internal partnerships with global sales, product management, engineering, marketing, expert services & onboarding, and customer success teams to assure that Services are seamlessly delivered in an integrated, aligned  and collaborative manner to produce positive customer outcomes related to onboarding, adoption, and retention.
* Build strong external relationships with the partners’ executive and project level teams. 
* Ability to drive difficult internal/external discussions to build consensus in a collaborative manner to remediate an escalation.
* Drive continuous improvement programs and processes to enable partners success for technical enablement
* Expand the Optimizely partner success program services with the partner.  This includes facilitating the onboarding, training and ongoing partner performance improvement management.
* Work to ensure that quality standards and best practices are completed on each implementation.  (i.e. architecture reviews, performance profiling, launch planning and etc.)
* Develop and track partner performance via a scorecard reflecting the success of the partnerships. (i.e. partner net promoter score, customer health score, implementation quality index, product knowledge/certifications, delivery issues?, # of customers implemented, # of customer stories, lead generation and etc.).
* Represent Optimizely in Partner QBR’s for technical, project, & operational enablement topics for assigned partners.

Knowledge and Experience

*  8-10 years’ experience in software development, operations, and/or supply chain
*  Partner/Customer cloud services delivery & strategy experience
*  Previous experience leading the development and implementation of ecommerce processes, technologies and methodologies while dealing with ambiguous situations with can-do attitude across enterprise partners/customers
*  Previous experience providing credible, consultative and solutions-based guidance to partner and/or customer technology or business leaders
* Experience running weekly partner and partner review process with cross-functional teams, identifying and prioritizing blockers, and driving resolution that will drive positive customer outcomes

Education

*  Bachelor’s degree in Computer Science, IT or Business Administration and/or equivalent professional services, partner management working experience

Optimizely is committed to a diverse and inclusive workplace. Optimizely is an equal opportunity employer and does not discriminate on the basis of race, national origin, gender, gender identity, sexual orientation, protected veteran status, disability, age, or other legally protected status.

 

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