Director of Partner Success
Rabbet, United States

The Director of Partner Success is responsible for overseeing, growing and maintaining the team responsible for onboarding and training new accounts, ongoing customer education, providing product expertise and day to day customer support.

This role requires someone that are willing to do the day-to-day tasks required of other Partner Success employees, while simultaneously building the team. Therein, a key part of the role is the ability to recruit and train talent to grow the Partner Success department. You will need to maintain top tier accounts while onboarding and managing new hires to grow the department as the company scales. As such, this role requires the ability to develop processes and coordinate high level strategy, while remaining an effective contributor on the individual level at times.

The complexity of this role:

Construction finance is complex. Requirements and processes vary by state, loan type and lender - there is no one size fits all. Equity partners, syndicate partners, public partners are all stakeholders in these sophisticated financial transactions and might engage with Rabbet. Understanding the varying and complex needs of our customers and appropriately mapping our software to those needs is key to our success. To successfully implement our product in our customers’ portfolios, you must be able to achieve an advanced level of understanding of our customers’ transactions and our software.You will be expected to quickly become a product expert as you will be expected to aggregate and turn customer insights into useful information for our Product team to action on our roadmap.

You will engage with customer leadership to structure goals for solution usage, work with customers to drive adoption, create sophisticated ways to quantify value, and deliver regular business insights in collaboration with our sales teams.

Our goal within the Partner Success team is to build an industry reputation as the top domain experts in construction finance. Through building an attentive and best in class account management strategy, we strive to be viewed as an extension of our clients’ organizations.

As an early stage company, the Partner Success team often wears various additional hats in working with Product, Engineering and the Sales teams. We support a wide variety of accounts ranging from a small office with a couple of users all the way up to large financial institutions. Part of the complexity of this role is quickly deciphering and understanding varying processes for the numerous stakeholders in construction finance who utilize the product.meaning our approach to making each customer successful will vary. Part of your role will be to optimize the onboarding process for new customers to make it more repeatable and scaleable.

Partner Success Key Responsibilities:

1. Onboarding and customer education for new accounts
2. Ongoing customer education to ramp adoption
3. Day to day customer support
4. Serve as the primary point of contact for our customers post implementation for both support and guidance
5. Providing product expertise to other teams internally
6. Uncover and reveal value to the customer through data and usage stats
7. Build and maintain strong, long-lasting customers who trust Rabbet
8. Collaborate with the sales team to identify and develop new business opportunities with existing clients
9. Communicate client feedback to internal stakeholders to drive product road map
10. Drive customer adoption and expansion by creatively and proactively tracking current product usage
11. Track success metrics to drive future sales
12. Act as the client’s advocate and aggregate data to properly fulfill Account Management strategies
13. Plan on-site client training sessions as required (virtual these days)
14. Build a scalable training and onboarding processes
15. Act as the voice for and advocate for our customers

Requirements

1. 5+ years working in customer success, implementation or account management with at least 2 years managing a team
2. Proven ability to communicate with and influence key stakeholders at various levels of an organization, including executive and C-level
3. Experience at a Series A stage or later is preferred, but not required
4. Ability to understand clients' key problems and remedy directly, or escalate and involve internal stakeholders to relay back to the customer as-needed
5. Solid experience with CRM software, messaging apps, and G-Suite
6. Excel is a must. You won't be making crazy complex models, but our product does augment or replace an industry's usage of Excel so you must be knowledgeable about it
7. Ability to handle multiple initiatives at a time without losing attention to detail
8. Proven ability to learn and adapt to evolving software quickly in order t

Job Rewards and Benefits