Senior Partner Success Manager

As a Senior Partner Success Manager at Rezilient, you will be the cornerstone of our strategic partner relationships, acting as a trusted advisor and advocate. Your primary focus will be on cultivating and nurturing executive-level partnerships, ensuring our key enterprise clients and channel partners achieve maximum value from Rezilient's comprehensive care services. This role demands a proactive, relationship-centric approach, leveraging your deep product expertise to drive partner and member retention, adoption, and sustained growth.

You will serve as the primary point of contact, building strong rapport and aligning Rezilient’s capabilities with our partners’ unique business objectives and strategic goals. This includes providing continuous, proactive concierge support, ensuring a seamless and exceptional partner experience. Collaborating across all Rezilient teams, you will own the day-to-day relationship, fostering trust, supporting partner enablement, and building confidence in our deliverables. You will also directly influence client retention and expansion by overseeing customer relationships, user adoption, and advocacy.

This role is ideal for a relationship-driven professional who thrives in a dynamic, fast-paced environment and excels at building and maintaining strong partnerships. If you are passionate about driving significant impact for enterprise clients and seeking a platform for continuous growth, Rezilient offers the perfect opportunity.

Responsibilities:

Partner Advocacy and Relationship Management:

• Serve as the trusted advisor and advocate for partners following the initial partnership sales phase, ensuring a best-in-class partner experience.
• Provide ongoing support and communication, managing day-to-day partnership responsibilities, including tracking tasks and deliverables, leading partner meetings, and reporting on key metrics.
• Manage challenges and escalations, collaborating cross-functionally with Product, Growth, and Clinical Operations as appropriate.

Operational Strategy and Support:

• Define operational strategy and provide day-to-day support to partners throughout the partner lifecycle, with a focus on driving enrollment, engagement, customer renewals, and integration management.
• Oversee the entire partner journey, including end-to-end implementation, ongoing engagement, upsells, and renewals.
• Engage partners and their customers within accounts through focused, meaningful, educational approaches to proactively address customer needs and pain points.
• Provide detailed information on care plans, telehealth policies, processes, benefits, and services.
• Navigate partners and customers within accounts via phone, text, and internal Rezilient software, and liaison them to the appropriate clinical or administrative party for any internal or external needs.

Cross-Functional Collaboration and Subject Matter Expertise:

• Work in close collaboration with Clinical, Growth, and Product teams to successfully represent the needs of the partner portfolio.
• Serve as a subject matter expert for partner success, aiding the ongoing development of partnerships by collaborating with executive leadership within the platform and partnership teams.
• Leverage data and analytics to expand and optimize Rezilient’s impact, with a focus on achieving partnership KPIs.
• Collaborate with clinical staff to ensure customers' clinical needs within accounts are appropriately met.

Process Development and Sales Enablement:

• Create process and training materials for customer success teams, equipping them to manage customers coming through the partner channel and further expand opportunities.
• Support the Growth team with the knowledge they need to build sales enablement materials for sales teams to promote our partner portfolio.

Performance Measurement and Reporting:

• Create annual/quarterly business reviews alongside the Growth team and ensure on-time delivery of key reporting and partnership metrics.
• Support Rezilient’s new and existing strategic enterprise customers, ensuring they receive a best-in-class partner experience.

Requirements

• 7+ years of professional experience working with strategic/enterprise customers/partners in either account management, partner/customer success, or consulting.
• Experience overseeing the entire partner lifecycle post-sale (implementation, adoption, renewals, and upsells).
• Strong analytical and problem-solving skills; ability to understand data and present information to partners.
• Tremendous interpersonal skills and communication skills; building relationships with ease and communicating effectively (verbal, written, and presentation).
• Proven ability to