Partner Success Manager

Job description

Who we are

Employment Hero is on a mission to make employment easier and more valuable for everyone. Our Employment Operating System brings hiring, HR, payroll and benefits into an all-in-one solution.

Since our inception in 2014, we’ve scaled to a $2 billion valuation and gained a presence in 6 countries globally - Australia, New Zealand, Singapore, Malaysia, the UK and Canada. We now service over 300,000 businesses and more than 2 million employees.

The EH Way

At Employment Hero, we’re proud of our unique DNA, which we call The EH Way.

1. We are Mission First - everything we do (from what we work on, to how we allocate capital and where we focus) is driven by our Mission
2. We are Remote First - we champion a remote environment with a preference for asynchronous communication and a high degree of autonomy
3. We are AI First - we are committed to using AI to accelerate our mission; AI is not just a tool, it’s a fundamental part of how we operate, innovate, and scale
4. We are Apolitical - we do not take a position on political or social topics, unless it relates to our Mission
5. We Live by Our Values - we role model our values 100% of the time
6. We Expect High Performance - we set a high standard and we’re not satisfied with being average

This role

The Partner Success Manager is accountable for strategically managing the relationships with core partners/resellers by providing them with the tools and know-how, to grow their business through the reselling of Employment Hero solutions.

The focus of the Partnership team is to manage the post sales engagements and experiences for key partnerships/resellers. The team will be measured on partner performance, engagement and ecosystem health. Example: partner activation rate, time to value, certification completion rate, support engagements and partner sourced revenue.

Your key focus areas will be;

Strategic Partner Management

• Account management and nurturing relationships to drive short and long-term sustainable growth.
• Effectively manage a robust book of resellers: develop account plans and conduct regular business reviews to track progress and address challenges (product, training, certification).
• Cultivate strong and positive relationships with partners, serving as their main point of contact for inquiries, support, and collaboration.

Partner Onboarding, Enablement and Certification

• Partner with implementations teams who will develop standardised implementation methods and playbooks for partners.
• Develop reseller onboarding/training plans and facilitate the smooth execution, providing them with the necessary resources, training, and documentation for success
• Implement a reseller certification program that provides resellers with a path to get the most from being an Employment Hero reseller
• Ensure partners are proficient in Employment Hero’s products, services, and sales processes.
• Execute partner enablement plans that empower partners to effectively sell and support solutions
• Facilitate training plans to support partners enhance their product knowledge and skills.

Partner Success:

• Leverage the relationship to drive a feedback loop back to Employment Hero, in order to drive continuous improvements and refinements to the partner program and reseller experience.
• Define and track key performance indicators (KPIs) to measure partner success and identify areas for improvement.
• Implement strategies to improve partner satisfaction and support the partner community

Issue Resolution / Escalation Management:

• Act as a liaison between partners and internal teams (e.g., product, support, implementations and finance) to address and resolve issues, challenges, or disputes.
• Escalate complex issues to appropriate internal stakeholders and ensure timely resolution.
• Proactively identify and mitigate potential risks to the partnership.

Team Leadership and Management:

• This role will have 1 direct report.

• Lead, coach, and mentor other partner reseller managers to maintain a high level of motivation, performance and professionalism.

• Set clear performance expectations, conduct regular performance evaluations, and provide ongoing feedback to team members.

• Foster a collaborative and positive team culture that prioritises customer-centric values.

Who you are

To thrive at Employment Hero, you’ll need to embody The EH Way - operating with focus, agility, and an obsession with impact. For this role, you’ll also bring

• Leadership - Lead with a clear vision and drive high performance team and influential cross functional leadership.
• Growth Mindset - Ability to adapt to changing market conditions and business priorities and demonstrated commitment to continuous learning and improvement.
• Strategic Problem Solver - Ability to ask the right questions, challenge the status quo, diagnose complex situations and anticipate future challenges for long term risk management and success.
• Commercial Acumen - understand and apply business and financial principles to make sound decisions with ability to understand and apply market context to contribute to Employment Hero and our Partners success.
• Analytical - Supporting claims with facts, data and reasoning.
• Storytelling / Communication - Expressing thoughts and information clearly while focusing on the essential message for engaging and compelling storytelling.
• Influence: Build credibility by demonstrating expertise and trustworthiness.

What we can offer

At Employment Hero, we don’t just talk about a better way to work - we live it. Joining Employment Hero means

• You will work remotely, with the flexibility to own your time and impact
• You will access cutting-edge tools to amplify your work, knowledge and outputs
• You’ll surround yourself with ambitious, outcome-driven colleagues who challenge you to do the best work of your life
• You’ll own ESOP (employee share options) in one of the world’s fastest-growing tech companies
• You’ll also have access to a wide range of benefits that includes - a very generous paternity leave policy, subsidised egg freezing (so you can make the choice that’s right for you, on your terms), a WFH office expense budget, and outstanding learning & development opportunities

At Employment Hero, we are committed to safeguarding the privacy of your application data. To understand how we do so, you can read our Applicant Privacy Policy here employmenthero.com/legals/applicant-policy/

Employment Hero celebrates diverse perspectives and experiences, we invite people of all backgrounds and identities to apply for this position.