Partner Success Manager, HiBob
Salary not provided
Plus pre-IPO equity and company share options plan
Tableau
Salesforce
Zendesk
Slack
Mid and Senior level
Remote from UK
Personal development platform for employees
Posted today
Personal development platform for employees
501-1000 employees
B2BHRInternal toolsSaaS
Posted today
Salary not provided
Plus pre-IPO equity and company share options plan
Tableau
Salesforce
Zendesk
Slack
Mid and Senior level
Remote from UK
501-1000 employees
B2BHRInternal toolsSaaS
Company mission
To help the companies that are changing the world, change for the better themselves.
Role
Who you are
- Proven working experience in Service Partner Success/Management, Professional Services or Customer Success
- Solid understanding or experience in professional services and partnerships functions
- Commercial knowledge or experience pertaining to services, CS & SaaS
- Proven experience working in SaaS
- Partner and customer first mentality
- Excellent external-facing and internal communication skills
- Excellent written and verbal communication skills
- Solid organizational skills including attention to detail and multitasking skills
- A desire to work in a fast-paced startup environment
- A strong work ethic, growth mindset, integrity and desire to succeed
- Experience working with Salesforce & Web-based technologies
- Experience with tools including Slack, Zendesk and Tableau is advantageous, as is a background in HR/HRM
What the job involves
- The Service Partner Success team sits within the Customer Services & Experience department in HiBob. Within CSX, we are responsible for helping our customers maximize the value of their investment in our product, Bob, by delivering exceptional services which enhance their experience and drive business success
- The Service Partner Success team is small, but mighty & global - consisting of talented individuals covering the roles of Partner Success Manager across EMEA, North America & APAC. The team provides strategic direction and support to HiBob’s Service Partners, who are an extension of the HiBob village and deliver value to HiBob customers through HR best practice, advisory and consultancy services and end-to-end implementation
- Partner Success Managers ensure the successful onboarding, business partnering, and management of HiBob’s Service Partners to drive customer adoption and satisfaction
- Acting as key liaisons, they coordinate across internal departments to equip partners with the skills & coaching needed to support customers throughout their lifecycle
- As advocates for the value Service Partners bring to the HiBob ecosystem, they foster collaboration, influence opportunities, and ensure seamless partner integration into the HiBob village
- As a HiBob Partner Success Manager, you will be responsible for the successful onboarding, strategic business partnering and management of our Service Partners
- You will have a vital role in the scaling & maturity of this function within HiBob. You will support our partners and customers to deploy and drive customer adoption within HiBob
- Acting as a key contact for our partners, you will coordinate with other departments to ensure that our partners have the skills and competency to support growing customer need & complexity, product offering, and unlock opportunities for differentiated services which enhance both customer value realisation and our Service Partners’ growth engines with HiBob
- Manage Partner Accounts & Engagement – Oversee a portfolio of partner accounts, ensuring successful engagement, performance, and growth by building strong relationships & understanding partner differentiators
- Onboarding & Enablement – Support partners through their onboarding journey and connecting them to the right level & type of enablement to ensure HiBob customers achieve their business objectives through Bob
- Monitor Partner Performance – Track customer feedback, oversee project portfolio managed by partner accounts, and drive improvements to ensure high service quality & KPI attainment
- Check-ins & Progress Reviews – Prepare for and conduct regular scheduled partner check-ins, QBRs, portfolio management reviews, and service pipeline planning. Measure and report on partner delivery performance across key project governance metrics, as well as key competencies. Conduct lessons-learned diagnostics to enhance partner success strategies and improve overall service delivery
- Implementation Success – Work closely with partners and internal teams to ensure smooth, successful customer implementations, handovers and information exchange
- Delivery Model Advisory – Guide partners in creating, adopting and accelerating HiBob’s standard delivery models. Advocate HiBob’s best practice methodologies with assigned partners to drive consistency in service quality
- Escalation Mediation – Manage partner and joint customer escalations to ensure a seamless issue resolution process, by connecting key stakeholders
- Quality & Delivery Assurance – Apply quality assurance to all partner-managed projects to measure and improve partner governance practices. Support in the design and roll out a Delivery Assurance Program to safeguard delivery & platform optimisation
- External Representation – Represent HiBob at partner and industry events, strengthening relationships and advocating for partner success
- Process Documentation & Optimisation – Develop spreadsheets, diagrams, and process maps to document needs, improve project delivery, and drive process adoption
- Pre-Sales Support & Partner Alignment – Work closely with the Sales organisation during pre-sales on partner-allocated opportunities. Represent partners & Service Partner Success in commercial dialogue, ensuring customer confidence, optimal partner-resource alignment & collaborating to sponsor service proposal design, pitching & pricing for prospect, customer and partner success
- Project Pipeline & Resource Allocation – Collaborate with internal Professional Services teams to review the project pipeline and make strategic partner allocations based on capacity, resourcing, seasonal demand, partner expertise, customer specialisation, and forecasting needs
- As you continue to grow into the role you will:
- Contribute, own & lead strategic initiatives within Service Partner Success which shape and evolve our growing program, and drive impact for HiBob’s CSX mission and purpose
Our take
Developing and maintaining talent is a big challenge for companies that are scaling quickly. Hibob are trying to be one of the solutions.
There are an increasing number of startups attracting huge amount of investment and being pushed to scale their business fast, meaning the customer base for Hibob's services is big and growing.
Hibob have attracted high profile customers like Monzo, eToro, and Receipt Bank, which gives them great credibility for selling to other companies.
Hibob's recent acquisition of Cassiopeia - a Workplace Relationships Analytics Startup, will afford companies better insights to improve team communications and support flexible work models. Together, they wish to offer thousands of companies the tools they need to maximize the employee experience in our increasingly digital world.
Steph
Company Specialist at Welcome to the Jungle
Insights
Top investors
Company
Funding (last 2 of 8 rounds)
Sep 2024
$150m
SERIES E
Sep 2023
$150m
LATE VC
Total funding: $715m
Company benefits
- Company share options plan
- We have a flexible hybrid working model
- Work from home allowance- to get your home office set up!
- 2 Social Impact days per year for volunteering
- Annual Headspace subscription and wellness benefits
- Awesome employee referral program- $2,500 for each successful referral with an additional ambassador programme
- Temporary remote work from anywhere in the world for up to 2 months (after 6 months of employment)
- Fun company and team social events (locally and virtually with our global teams)
- Bob balance days - 4 additional days within a calendar year - Enjoy a company-wide long weekend at the beginning of each quarter
Company values
- Bring me, win as we - It's about every Bobber showing up as their authentic self, strengthening the connections in our village, and having an exponential impact
- Build the exceptional - Everyone contributes to building the exceptional at HiBob
- We do what we say - We align our actions with our words
- Trust and empower each other - We hire smart people who have the freedom to do their jobs in the best possible way
- Interact with transparency and openness - Information is a resource to be shared, not a resource to be guarded
- Grow through what we go through - With every challenge and experience we go through, we will learn, improve and remain resilient
Company HQ
Farringdon, London, UK
Articles
Leadership
Israel David
(Co-Founder & CTO)Previously an SVP of Technology at Kenshoo, a VP of IT Business Management at VMware, and a VP/GM at 48Upper.
Ronni Zehavi
(Co-Founder & CEO)Previously co-founded Team8 and Cotendo. They also spent 2 years at Akamai Technologies as a Senior VP and GM of the Security Division.
People progressing
Albin joined HiBob in 2020 as a Business Development Manager for the Nordics. Since then they have held multiple roles and now serve as the Sales Director for Northeastern US & Canada.
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