Director of Partnerships

About Kustomer

Kustomer is the industry leading conversational CRM platform perfecting every customer experience.  Built with intelligent tools such as AI and Automation, no code-configuration and a connected data platform that unifies data from multiple sources through a single timeline, Kustomer empowers businesses to operate with greater efficiency and deliver more personalized service to customers across any channel, making every interaction more meaningful and memorable. Today, Kustomer is the core platform for some of the leading customer service brands like Ring, Glovo, Away Travel, Priceline and Sweetgreen.

Kustomer was founded in 2015 by serial entrepreneurs Brad Birnbaum and Jeremy Suriel and has raised over $200M in funding backed by leading VCs. Meta announced its intention to acquire Kustomer in 2020 and completed the transaction in 2022. Kustomer joined Meta’s Business Messaging Group to transform the way people and businesses communicate through modern messaging channels.  In 2023, Kustomer spun out from Meta as a standalone company backed by original partners, Battery, Redpoint and Boldstart Ventures, who have invested $60M in capital, ensuring Kustomer’s growth and success for many years to come. 

Our Krew is made up of passionate and collaborative people who really care about what they do and the people they help. We look for people who are passionate about enhancing the customer service experience for everyone involved, as it's the core of what we do. We're growing our business with no plans of slowing down. We actively seek individuals who want to learn and be challenged every day. We have also transitioned to a remote friendly company, with Krew members located throughout the U.S. coming together for Kamp Kustomer each year.

About the Role

As the Director of Partnerships at Kustomer, you will lead our efforts in scaling and enriching our business network through strategic partnership development. Your finger is on the pulse of the customer experience industry and you know how to drive growth from indirect channels (e.g. partner programs, digital players, agencies, technology partners).  In this senior role, you will not only identify and cultivate relationships with key partners but also drive significant revenue growth by broadening our market footprint. You have the opportunity to be a pivotal leader in shaping the strategic direction of our partnership initiatives to deliver a consistent sales pipeline and help Kustomer achieve our goals.

Responsibilities:

• Develop and execute a comprehensive partnership strategy that aligns with Kustomer's long-term goals, driving significant Annual Recurring Revenue (ARR) growth.

• Take ownership of our partnership sales pipeline target, setting ambitious goals and ensuring they are consistently met or exceeded through effective partner management and innovative strategies.

• Identify, recruit, and nurture high-value partner organizations in line with our business objectives. Build and maintain robust, enduring relationships with these partners at a strategic level.

• Lead the negotiation and finalization of partnership agreements, ensuring they are lucrative and mutually beneficial while aligning with our strategic objectives.

• Work closely with senior leaders across sales, marketing, legal and product development teams to craft and execute impactful partnership strategies. Lead and inspire cross-functional teams to collaborate effectively on partnership initiatives.

• Coordinate with partners to conceptualize and implement comprehensive joint marketing plans and initiatives, maximizing reach and impact.

• Implement a data-centric approach to continuously assess and optimize the performance of partnerships, employing scoring to anticipate market trends and adjust strategies proactively.

• Develop scalable partner enablement programs, including e-learning platforms and partner certifications, to empower partners with in-depth knowledge of our products and market strategies, ensuring consistency and quality in advocacy across the partner network.

• Stay at the forefront of industry trends and competitive dynamics, leveraging insights to identify new partnership opportunities and continuously refine our approach.

• Represent Kustomer at key industry events, conferences, and partner meetings, serving as a senior ambassador for the brand.

Qualifications:

• 15+ years of experience in partnership management, business development, or a related leadership role, preferably in the customer experience market.

• Demonstrated success in developing, executing, and leading partnership strategies that have significantly impacted business growth.

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