Strategic Partnerships Manager

2 weeks ago

Little Ferry, New Jersey, United States LaunchDarkly Full time
About The Role:

As a Customer Success Strategist, you will spearhead our commitment to improving client interactions, fostering enduring partnerships, and ensuring the seamless integration of LaunchDarkly.

You will work alongside clients to tackle technical obstacles, align LaunchDarkly with their objectives, and formulate customized Success Plans.

Your responsibilities will include enhancing their utilization of LaunchDarkly, identifying innovative integration possibilities, and advising new business divisions on effective strategies.

Collaboration with our Revenue Account Team will be essential to drive shared value and cultivate robust relationships, promoting advanced utilization of LaunchDarkly within existing accounts and broadening our networks.

Key Responsibilities:

Facilitate Effective Onboarding: Engage with customers late in the sales process to understand their objectives and collaborate on a strategic success plan that maximizes their time-to-value with LaunchDarkly.

Oversee Customer Onboarding: Manage the onboarding journey for new clients, ensuring a smooth transition from sales handoff until all obligations during the onboarding phase are fulfilled.

Educate Clients: Provide guidance on utilizing LaunchDarkly effectively, adhering to best practices to ensure customers derive maximum value and success.

Document Success: As clients successfully onboard and adopt our platform, you will be responsible for documenting the process to validate success with key stakeholders, demonstrating real value, and expanding the relationship in collaboration with internal teams.

Proactively Identify Risks: Work to detect and diagnose potential risks that may hinder a customer's success, collaborating with the account management team to realign the customer on their path to success.

Sales Enablement: Regularly assess customer needs and maintain awareness of their progress against key goals and outcomes, identifying opportunities for additional products and services that enhance their experience.

Trusted Advisor Role: Leverage your deep understanding of our customers to guide them towards additional core services that align with their business objectives, facilitating a more advanced and valuable implementation of LaunchDarkly.

Champion Development: Identify and support key advocates within client organizations who actively promote the value of LaunchDarkly, leveraging success metrics and insights to gain executive sponsorship.

About You:

Self-Motivated and Entrepreneurial: You take initiative and ownership of your responsibilities.

Passionate about Growth: You are enthusiastic about continuous learning and personal development.

Intellectually Curious: You possess a strong desire for knowledge and aim for ambitious goals.

Exceptional Communicator: Your communication skills, both written and verbal, are outstanding.

Organized and Autonomous: You manage your workload efficiently and thrive in an autonomous environment.

Adaptable: You excel in fast-paced and dynamic settings, demonstrating emotional intelligence and negotiation skills to build trust.

Problem Solver: You have strong intuition and critical thinking abilities, allowing you to quickly identify issues and implement tailored solutions.

Collaborative Team Player: You work well with others, knowing when to involve specialists and keeping everyone informed.

Qualifications:

5+ years in a customer-facing role, ideally in onboarding, account management, or customer success, with a proven track record of excellence.

Experience in project managing customer engagements and holding cross-functional teams accountable.

Ability to balance reactive and proactive approaches, driving accountability with empathy.

Strong listening skills and a thoughtful approach to addressing customer concerns.

Quick learner of technical product use-cases, effectively positioning solutions based on customer cues.

Advocate for both customers and the company, mediating between customer requests and company vision.

Willingness to travel to build relationships and enhance customer experiences.

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