Sr. Partner Manager

ConsumerAffairs helps consumers make smart buying decisions in moments of need. Every month millions of consumers turn to our site and tools for help with their considered (often emotional) purchases.

We educate them about their options, learn about their specific needs, and connect hundreds of thousands of them directly to brands. These brands use our SaaS tools to manage their reviews and communicate directly with consumers to serve them better. Our business thrives when the consumers who trust us get matched with the right brands for them.

We’re fast-paced and our core values are the bedrock of who we are and who we want to be.

Our employees believe in raising the bar through data-driven innovation, intellectual curiosity, and grit. We have a team-first mentality, and manifest wins by putting the team first. Collaboration and teamwork are in our hearts; we believe winning together is the most fun. But, above all else, we care. We have servant hearts for our consumers, customers, and colleagues. If you want to be part of a globally diverse team focussing on helping people, in an environment where we raise the bar, win as a team, and care above all else—then ConsumerAffairs may be just the place for you!

About The Job

The Sr. Partner Manager acts as the main point of contact with clients post-sale to ensure needs and expectations are met. They resolve any customer concerns, account issues and escalated support inquiries. In this role, they should be an excellent communicator who’s able to grasp customer needs and brainstorm ways to fulfill them. They will provide guidance and suggestions to clients to help identify and qualify new opportunities. The Sr. PM will be expected to independently track and manage partner budgets, lead volume, and lead performance on a monthly basis. This career-level professional is considered highly skilled and disciplined. They are able to conduct complex, important work under minimal supervision and with wide latitude for independent judgment to help us safeguard our revenue and retain our customers.

Responsibilities & Expectations

These responsibilities are not to be construed as a complete statement of all duties performed. Employees will be required to perform other job-related duties as required

• Day to day point of contact for external partners
• Build relationships with key employees among partners
• Create plans to address partners’ business needs
• Schedule regular meetings with partners to ensure they are satisfied
• Act as point of contact for complaints and escalate issues as appropriate
• Help sales team up-sell or cross-sell services and products
• Ensure both the company and partners adhere to contract terms
• Study competition to find new ways to retain customers
• Set sales and revenue targets and work diligently to meet them
• Manage monthly partner budgets and execute monthly partner billing
• Identify opportunities to expand partnerships (budgets, new channels, new products)
• Internal coordination across functional groups to execute changes to pricing, budgets, and lead distribution
• Track and forecast category & partner lead volume
• Manage to business profitability on a partner by partner and category basis by ensuring lead volume and pricing is optimized against our own costs
• Fully own majority of partner relationships
• Collaborate with internal teams (e.g. sales, engineers, senior management) to address customers’ needs
• Meet professional obligations through efficient work habits such as meeting deadlines, honoring schedules, coordinating resources in an effective and timely manner and demonstrate respect for others.

Requirements

Minimum Qualifications & Credentials

• BSc/BA in Business Administration, Marketing or a related field
• 6+ years of relevant experience

Hard/Technical Skills

• Proven experience as a Client Relations Manager or Relationship Manager
• Proven track record of meeting and exceeding targets
• Background in customer service; industry knowledge is a plus
• Experience tracking relevant KPIs (e.g. customer satisfaction)
• Proficient in MS Office, with working knowledge of CRM platforms (e.g. Salesforce)
• Experience and strong proficiency in data analytics utilizing excel or Google Sheets

Soft Skills

• Can work with moderate supervision with some latitude for independent judgment.
• A customer-oriented and team-oriented attitude
• Excellent communication and negotiation skills
• Problem-solving aptitude
• Ability to work well with a team
• Obsessed with ensuring an exceptional customer experience- for both internal and external customers.
• Stands up for decisions, takes responsibility for results, and shares both good and bad outcomes transparently.
• Demonstrates a relentless focus on results with a commitment to deliver;
• Takes decisive action, and confidently changes course if unsuccessful.
• Displays a growth mindset to continually improve; encourages everyone around them to be tenacious and never settle.
• Constantly seeks feedback to improve; Focuses on solving issues through teamwork, and collaboration
• Acts with urgency; delivers top results in hours and days instead of weeks and months.
• Relentless in their pursuit of success and possessing the willpower to embrace challenges as opportunities.

Specific Measures of Success – Expected Outcomes

Start Date to Start Date +1 Year

Partner Relationship Ownership

• Full ownership of all partner relationships under scope within 1 year
• Primary point of contact for all partners, owns agendas for all partner meetings, able to set partner budgets and manage lead volume/quality on a monthly basis
• Growing relationships at more senior levels and expanding partnerships through identification of key growth levers, budget expansion, pricing increases, and new channels/programs

Internal Systems & Processes Ownership

• Able to independently run partner onboarding, monthly billing, budget/pricing changes, partner lead caps, category lead distribution changes without assistance

Category Management

• Is able to independently track and own profitability and performance of smaller categories and critical partnerships
• Works with partners and internal teams to balance lead quality, lead volume, and business profitability across an entire category

Core Values

Raise the Bar

• We are ambitious and try to find a better way
• We make decisions based on data and logic
• We do the hard things and the things that matter
  

We Win as One Team

• Team goals are more important that individual goals
• We are humble and do what it takes to get the job done
• We are open, transparent and honest with each other
• We are reliable and hold ourselves accountable and each other accountable, but we always pick up the slack
  

We Care

• We see the whole picture and go the extra mile
• We are loyal and dedicated to our consumer and brands
• We fix root causes, not symptoms

Physical Requirements & Environmental Conditions

Location: Remote/ Tulsa

Frequency of travel: Occasional travel may be required for meetings, training and/or conferences.

Light physical activities and efforts required in working within an office environment.

(Reasonable accommodations will be made in accordance with existing ADA requirements for otherwise qualified individuals with disabilities.)

ConsumerAffairs provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.

• This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation, and training.

Benefits

• Health Care Plan (Medical, Dental & Vision)
• Retirement Plan (401k)
• Life Insurance (Basic, Voluntary & AD&D)
• Paid Time Off (Vacation, Sick & Public Holidays)
• Family Leave (Maternity, Paternity)
• Short Term & Long Term Disability
• Training & Development
• Work From Home
• Free Food & Snacks
• Stock Option Plan