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.

• 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 build and cultivate strong relationships with internal team members, customer stakeholders at all levels (including C-suite), and third-party organizations.
• Process-oriented mindset with a demonstrated ability to identify customer needs and execute projects that enhance partner relationships.
• Exceptional project management skills, including the ability to proactively manage multiple customers and projects simultaneously, ensuring stakeholder alignment on deliverables and timelines.
• Adaptable and comfortable working in a dynamic, fast-paced startup environment with a small, high-performing team.
• Strong aptitude for technology and a willingness to learn and master Rezilient's platform, understanding or services, and related technical concepts.
• Highly autonomous and results-oriented, with the ability to take full ownership of a customer portfolio and make critical decisions to drive positive outcomes. This includes effectively managing partner escalations, de-escalating conflict, and advocating for customer needs across internal teams (Growth, Product, Clinical Operations, etc.).
• Entrepreneurial spirit and a proactive approach to problem-solving, with the ability to adapt existing processes or develop entirely new solutions to meet unique customer needs.
• Passionate advocate for partners and customers, dedicated to exceeding their expectations and driving exceptional value.
• Ability to travel to partnership sites around 30% of the year. 

This opportunity offers the chance to shape the future of healthcare in a culture where your ideas and contributions have a meaningful impact on the organization's future. You’ll be part of a supportive, collaborative, and diverse team, with competitive compensation and benefits that include generous PTO, paid family leave, comprehensive medical, dental, vision, and life insurance, as well as stock options.