Partner Success Manager

About the role

Motive, a provider of an automated operations platform combining IoT hardware with AI-powered applications for vehicle and equipment tracking, driver safety, compliance, maintenance and spend management, is hiring a Partner Success Manager. The role manages day-to-day relationships with a portfolio of Installation Partners and supports them through onboarding, escalations and performance reviews.

Key responsibilities

• Manage day-to-day relationships for a portfolio of Installation Partners and act as a trusted resource on installs, processes, tools and expectations
• Keep partners current on products, hardware, SOPs and installation standards, and support onboarding of new partners and technicians
• Own and resolve partner escalations across installation, quality, scheduling and payment, coordinate with cross-functional teams and communicate clearly throughout the escalation lifecycle
• Identify recurring issues and surface trends to leadership
• Track partner performance metrics and operational KPIs, prepare insights for Quarterly Business Reviews and follow up on action items and commitments
• Act as the internal voice of the partner, align expectations with Product, Hardware, Support, Scheduling, Finance and Customer Success, and contribute to process improvements and partner-facing resources

Required profile

• Bachelor's degree in Business Administration, Project Management, Sales or Marketing or a related field
• 2-4 years of experience in partner management, customer success or operations
• Experience working with third-party partners or service providers
• Strong communication, organization and problem-solving skills, able to manage multiple priorities in a fast-paced environment
• Language: strong written and spoken English is required

Preferred

• Experience in hardware installation, field services or fleet/telematics
• Experience handling escalations or operational issue resolution
• Demonstrated proficiency with Google Sheets and Google Slides for business analysis and communication