Sr. Partner Success Manager

At 8x8 Inc. [Nasdaq:EGHT] we put communications at the heart of our business and build technology that allows people to connect anytime, anywhere they are in the world, and on any device. XCaaS - the 8x8 Experience Communications Platform - brings together Employee and Customer Experience, enabling hybrid workforces across the globe to connect, collaborate, and delight customers, while providing businesses with real-time communications analytics, intelligence and unique insights.

Learn more on our company website at www.8x8.com follow our pages on LinkedIn, Twitter, Facebook and Instagram.

The Sr. Partner Success Manager will help 8x8’s resell partners understand their customer’s business problems and help solve them.  This role reports to the Sr. Director of EMEA Customer Success and will be his trusted partner in executing the customer success charter in a brand-new program supporting 8x8’s value added resell partners. 

• In this role you will proactively build partner relationships, identify and mitigate risk and expand product adoption within a specified group of Value Added Resellers (VARs).  

• Your primary objective is to ensure 8x8 VARs have a frictionless experience with 8x8, enabling them to deliver value to their customers, and ensuring VARs retain and expand their resell business with 8x8. 

• The Sr. PSM must understand the partners’ business drivers, enabling them to drive success in their end customers. 

Job Responsibilities

• Build and nurture multi-threaded relationships within VARs, serving as a role of trusted advisor to understand their needs and provide guidance to strengthen their install-base

• Drive on-time contract renewals of VARs end customers via consistent cadence and communication with the channel, advising the partner how to strengthen renewal proposals and best practices and minimizing churn

• Collaborate with Channel Account Managers (CAMs) to develop and maintain Partner Success Plans, defining partners and their key end customers’ business objectives, Success Metrics, Key Stakeholders and actions to achieve ROI

• In close coordination with CAMs, Partner Support and Partner Delivery, conduct regular partner business reviews to discuss progress toward business objectives, share insights, and identify further growth and improvement opportunities.

• Monitor partner health & performance metrics, providing insights and recommendations to expand the partner’s end customer adoption; partner and end-customer satisfaction, and drive revenue retention & growth

• Be informed of customer issues, coordinating with internal teams (where required) to ensure a seamless partner experience

• Act as an advocate for VARs x-functionally, ensuring their feedback and needs are communicated to internal teams, including Sales, Technical Support, Billing, Professional Services and Product

• Maintain monthly recurring revenue for our most valued VARs by employing proven strategies which drive a seamless post sales experience with 8x8, inclusive of product adoption.

• Contribute to lifetime revenue expansion by identifying upsell opportunities organically via partner, working with Account Managers and/ or customer stakeholder consultations and proactively addressing renewal risk.

• Drive new customer references within the Partners base to support Case Studies, Sales Reference Calls, Customer Roadshows, Partner Engagements, Earnings Announcements

Requirements & Skills

• 3-5+ years direct and verifiable enterprise-level Customer Success experience

• 2+ years of related experience in the Channel with Channel Partners

• Must be an intrapreneurial self-starter to proactively seek challenges and adapt this new role to solve them

• Driven by personal, team and company achievement with a commitment to excellence

• Possess that rare blend of technical expertise and sales acumen wrapped in a strong customer-centric mentality

• Strong analytical, problem-solving and dot-connecting skills with the ability to develop quick, accurate situational awareness

• Enterprise-ready, solution-oriented mindset to understand and solve complex customer issues

• Experience and comfort interacting with and influencing C-level executives

• Strong communication skills – written and verbal – with understanding of situational best practices

• Excellent presentation skills – from small to large audiences

• Ability to lead, manage or influence both internal 8x8 resources as well as customer resources to achieve successful outcomes

• SaaS experience required.  Experience in Video, Contact Center or Web Collaboration desired

• BS or equivalent education and relevant experience

For a closer look into what life at 8x8 UK Ltd. is about check out our Instagram page.
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