Partner Customer Success Manager - United States - Jumpcloud

Job Title: Partner Customer Success Manager - United States
Job Location: Atlanta, GA - Remote
Job Listing URL: https://jobs.lever.co/jumpcloud/998919a6-09b1-46b1-9813-4c519d9b8035
Job Description: All roles at JumpCloud® are Remote unless otherwise specified in the Job Description.

About JumpCloud®
JumpCloud® delivers a unified open directory platform that makes it easy to securely manage identities, devices, and access across your organization. With JumpCloud®, IT teams and MSPs enable users to work securely from anywhere and manage their Windows, Apple, Linux, and Android devices from a single platform. JumpCloud® is IT Simplified.

What you’ll be doing:
As a Partner Customer Success Manager, you’ll be partnering closely with Channel Managers, dedicated team of Partner Education Specialist, Partner Support Engineer, Partner Solution Architect, Product and Engineering teams to deliver a world class partner experience. Partnering with Implementation services, you will oversee customer onboarding, working with customer stakeholders to achieve critical IT objectives in a timely fashion. You will act as a trusted advisor to partners and their key customers, providing guidance that drives product adoption, driving health and identifying expansion opportunities that benefit your partner’s objectives. You will serve as the primary point of contact for all partner needs ensuring issues are receiving the proper attention, features are properly prioritized and sharing product updates that impact your partner’s and their end customers environment.
Your duties and responsibilities include:
Understand the partner’s and their key end customers requirements, challenges, and what business outcomes and value they are expecting from their investment
Monitor partner and key end customers health and proactively identify issues by engaging all available resources to resolve the issue and strategically mitigate risk
Act as the main escalation point for business and technical issues, providing centralized and dedicated ownership within JumpCloud
Support expansion opportunities by understanding customer needs and partner with Partner Account Managers to drive expansion opportunities
Oversee enablement program in collaboration with the Partner Education Specialist to ensure key end clients and partners are set up for success and meeting their enablement milestones
Collaborate with Partner Account Managers to develop joint strategic Account Plans deepening partner relationships and driving additional value
Maintain an understanding of JumpCloud products and industry knowledge to effectively drive greater customer engagement on the most relevant features /functionality for their specific business needs
Maintain quantitative and qualitative value that clearly indicates a partner’s return on investment
Maintain expertise in the JumpCloud platform product capabilities and how our solutions solve customer IT needs
How success will be measured:
Onboarding time to value
Partner health and adoption
Partner and End Customer Retention
Identification of Upsell Opportunities
We’re looking for:
Minimum 2 years of customer facing experience at a Saas company
Technical acumen in the field of IT preferred (i.e. User Access Management, authentication, device management, MDM, security, system administration, etc)
Strong organizational skills with the ability to manage several tasks in parallel
Outstanding verbal & written communications and strong listening skills, particularly in the technical IT environment.
Learning mindset that is always curious
Excellent problem-solving, multi-tasking, time management and organizational skills, with strong attention to detail
Bachelor’s degree or equivalent experience desired