Senior Partner Success Manager

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About the Role

We're looking for an experienced Senior Partner Success Manager to join our Partner Success department as the first regional hire in EMEA. Initially we will hire one role in the region, with a plan to scale the department over time. This person will bring strong Services and/or Partner experience, and will operate at a high level very quickly. This role will report to the Director & Global Head of Partner Success.

This person will own a portfolio of Partners from a Services/delivery perspective and act as their strategic advisor. They will drive scale and maturity to help their Partners deliver high-quality results for our customers while expanding their Workato practice.

Internally, this person will work with other partner functions (Partner Sales, Enablement, Experience, Operations) and key teams at Workato (Sales, Customer Success, and Professional Services). Externally, this person will work with partner leaders (executives, practice owners, technical leads, project managers, etc), and will also interact directly with prospective & existing customers as needed.

This role will be critical in building and scaling the global Partner Success department - creativity and hard work, combined with relevant (and successful) experience are essential.

Language, & Travel

Language: Fluency in English required

• Not required but nice to have: fluency/business proficiency in additional languages (French, German, Italian, Dutch, Spanish, etc)

Travel: Estimated at 25%, but may vary higher/lower as needed

Responsibilities

Primary responsibilities (~70% of your time)

Own a portfolio of Workato partners and drive them to achieve two primary goals:

• Scale & mature your partners' Workato practice - specifically, you will guide many of Workato's highest priority partners (GSIs, large SIs, and priority boutique SIs)
• Deliver consistently high-quality outcomes for our joint customers

To achieve these two goals, some of the primary day-to-day activities may include:

• Build strong relationships with key leaders within your Partner organizations
• Act as a strategic advisor to your partners:
• Advise on practice/org structure, key offerings, and end-to-end Services methodology/related motions
• Conduct partner QBRs & health reviews
• Help your partners navigate Workato's internal process (certifications, co-delivery motions, Product updates, etc):
• Help partners win key deals:
• Work with Partner Sales to guide partners to deliver high-quality & compelling proposals (validate proposals, align with internal teams on co-delivery plans, etc)
• Monitor all projects led by your Partner:
• Support any escalated/Red/Yellow projects, ensure metrics are tracked and reported, etc
• Ensure close alignment between your Partners and the account teams (CSM, Account Executives, Professional Services, etc)
• Scale & mature their Workato practice (the "Program Perspective")
• Deliver consistently high-quality outcomes for our joint customers (the "Project Perspective")
• Act as an internal expert & advocate for your Partners
• Be the go-to person to handle internal questions about your Partners' delivery capabilities, experience, success stories/case studies, performance/metrics, etc
• Identify & track potential opportunities to bring your Partners into and coordinate with other internal teams to assess fit & handle logistics
• Advocate for what your Partners need from Workato. Balance your advocacy with holding your Partners accountable, while always prioritizing the customer

Secondary responsibilities (~30% of your time)

• Guide internal teams on Partner Success processes & ensure compliance
• Rollout new programs/processes and ensure key audiences are informed
• Support leadership with department building & other activities
• Help define new programs, build processes & assets, track data, etc
• Ensure system compliance for data cleanliness & analysis
• Support other Partners outside your core portfolio
• Ad-hoc support for individual partners and/or programmatic/high-volume support for partners without a dedicated Partner Success Manager
• Build strong relationships with internal teams & leaders
• Partner Sales, Partner Enablement, Sales, Professional Services, Customer Success, etc.
• Stay up to date on Workato Product offerings & positioning
• Attend in-person events as necessary

Skills & Experience Needed

Experience

A Mix of the following experience is required (it is not expected that a candidate will possess all of the following):

• Deep experience & track record of success in an Enterprise SaaS environment (often 8+ years, though responsibilities & results are more important than years), working in or alongside the following roles:

• Partner Success, Professional Services, Customer Success, Partner/Alliances/Channel Sales and/or supporting Partner functions, Software Sales, or similar roles

• Strong Professional Services experience, including some or all of the following:

• Building/scaling delivery practices (org design/hiring, building offerings with scope/pricing, etc)

• Services GTM experience (managing sales cycles, scoping engagements, delivering proposals including staffing/scope/budget/timeline, writing SOWs/contracts, driving expansions/extensions)

• Project management (ownership of scope/budget/timeline, oversight of delivery teams and SDLC/quality control, escalation management/project recoveries, formal certifications like PMP)

• Experience working with or within Partner organizations in an Enterprise SaaS environment, including some or all of the following:

• Experience managing a portfolio of global or enterprise partners (GSIs, SIs, etc)

• Strong understanding of partner-driven revenue models (sourced vs. influenced)
  Ability to align partner success activities to pipeline, bookings, and expansion

• Experience enforcing certification requirements, co-delivery rules, etc

• Joint Partner + Internal Professional Services co-delivery approaches/engagements

• Technical experience/background:

• iPaaS / Enterprise Orchestration knowledge: enough technical fluency to assess delivery approaches, quality controls, and realistic staffing/timelines for integration/automation projects

• Experience with hands-on software implementation, architecture design, or similar technical roles

• Other experience:

• Consulting: Experience guiding others on best practices to implement your recommendations

• Program design/rollout/change management: Experience building and launching new processes/programs, handling objections, and driving adoption across internal & external teams

• Department contributions: Track record of going above and beyond to contribute to department success & scale (creating repeatable processes, providing creative ideals/solutions, etc)

• Data analysis & usage: Experience collecting data, establishing & tracking metrics, using data to identify insights and translating into action plans

Skills

• Excellent at execution: highly organized without needs others to , enjoys the tactical details/logistics of operations, and always deliver results
• Strong work ethic: always meets deadlines and can be counted on when things get busy
• Attention to detail: obvious whether designing processes, analyzing data, or writing an email
• Communication: very comfortable leading executive-level meetings/presentations, writes and speaks clearly, proactively communicates status & needs
• Relationship Building: creates and maintains close relationships with key individuals
• Learning: able to learn new technologies, open minded and flexible
• Creativity: generates ideas, solves problems, suggests unusual approaches
• Logical Decision Making: understands priorities and makes decisions with the big picture in mind
• Collaboration: a team player that prioritizes results and can influence others without authority to define and drive toward a joint vision
• Comfortable with ambiguity: able to remain effective in new environments without defined playbooks