Partner Success Manager

What you will be doing:

The Technical Partner Success Manager is a key role responsible for driving the success of our partners by ensuring the effective integration, adoption, and utilization of our technology solutions. This role involves serving as the primary contact for our partners, helping optimize their configurations and setup whilst being responsible for technical escalations and serving as their trusted advisor. The Technical Partner Success Manager will work closely with cross-functional teams to deliver exceptional partner experiences and drive mutual business success.

As Technical Partner Success Manager, you will

• Technical Partner Engagement:
• Build and nurture strong relationships with technical partners, acting as the main technical contact and trusted advisor
• Understand partner needs, goals, and technical requirements, and develop tailored strategies to drive their success
• Collaborate with partners to ensure successful integration, implementation, and adoption of our technology solutions
• Provide ongoing technical guidance, support, and training to partners to maximize their utilization and value
• Owning the success of the partner's implementation, adoption, and overall usage of the platform
• Technical Escalations:
• Provide regular reviews of open Support Tickets including reporting on SLA attainment where appropriate
• Serve as the escalation point for all complex and problematic issues which requires a deeper level of insight into the partners unique implementation
• Proactively identify and communicate roadblocks, major challenges or updates on high priority support issues where needed
• Collaborate with internal Support, Product & Engineering teams to troubleshoot and resolve technical issues, ensuring minimal disruption to partner operations
• Performance Monitoring and Optimization:
• Monitor partner performance metrics and technical utilisation to identify areas for improvement or optimization
• Analyze data and provide insights to partners on system performance, usage patterns, and opportunities for optimization
• Collaborate with partners to develop and implement strategies to drive increased efficiency, scalability, and ROI
• Collaboration and Alignment:
• Work closely with Sales, Product, and Customer Success teams to align technical strategies, roadmaps, and goals
• Advocate for partners' technical needs and priorities within the organization, influencing product enhancements and developments
• Collaborate on cross-functional initiatives to improve partner experience, streamline processes, and enhance product offerings

About you:

As a Technical Partner Success Manager, you will have

• Bachelor's degree preferred in Computer Science, Engineering, or a related technical field
• At least 2 years of proven experience in a technical/customer success, technical account management, or similar role in the technology/software industry
• Strong technical background with knowledge of software development, APIs, integrations, and troubleshooting
• Excellent communication and interpersonal skills, with the ability to effectively communicate technical concepts to both technical and non-technical audiences
• Experience in managing and resolving technical issues, with a customer-centric approach
• Strong project management skills and ability to manage multiple priorities and deadlines
• Proven ability to build and maintain strong relationships with stakeholders at all levels, from technical product managers to C-suite executives
• Results-oriented with a track record of meeting or exceeding technical objectives
• Familiarity with CRM software, partner management tools, and support ticketing systems is a plus

What’s in it for you?

• Competitive salary aligned to your skills and experience
• Unlimited Time Off Policy- A work-life balance and focus on our well-being are critical to keeping us performing at our best
• We embrace a hybrid approach that requires employees to be in the office for two days a week. We strongly believe that this approach fosters collaboration and enables the building of meaningful relationships
• Opportunity to work on innovative projects with smart-minded people keen to share their knowledge and continuously improve
• Annual learning budget to drive your performance and career development
• Company Pension Scheme
• Company Health Care Plan
• Travel - season ticket loan
• Cycle to work scheme with Evans Cycles

About us:

ComplyAdvantage is the financial industry’s leading source of AI-driven financial crime risk data and detection technology. Our mission is to neutralise the risk of money laundering, terrorist financing, corruption, and other financial crime.

More than 1000 companies rely on us to understand the risk of who they’re doing business with through the world’s only global, real-time database of people and companies. Our solutions identify thousands of risk events daily from millions of structured and unstructured data points.

We have five global hubs in New York, London, Singapore, Lisbon and Cluj-Napoca and are backed by Goldman Sachs, Ontario Teachers, Index Ventures, and Balderton Capital.

Since 2014, we have raised over $100 million in funding, and in 2022 alone grew by over 40% to over 500 people globally. Over the next 12 months, as our revenue increases, we plan to increase to 600.

At ComplyAdvantage diversity fuels our rocket ship and our commitment to inclusion across race, gender, age, religion, identity and experience drives us forward every day. We encourage everyone to apply and aspire to consider every application fairly.

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