Partner Success Specialist at Employment Hero

Information Technology and Services, Customer Service, Full-time, Remote, Sydney, New South Wales, Australia sydney remote support full-time
Description
Posted 21 days ago

Employment Hero is an Australian tech unicorn - valued at over $1 billion. Our world-class software is the easiest way for small to medium-sized businesses to manage HR, payroll, employee engagement, and benefits. We’ve grown 100% year on year since inception, and expanded globally in late 2020. We now service over 80,000 businesses and we will continue to grow rapidly in 2022 and beyond.

We believe in distributed employment and take a ‘Remote First' approach with our team. Employment Hero can hire across the globe, assuming that candidates have eligible working rights and are in a suitable timezone. If you've got the skills for the role and the passion for our mission then we want to hear from you!

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

The Role

We are looking for a Partner Success Specialist that will live our values and pair them with their obsession for excellence, as Employment Hero is driven to deliver world-class and industry leading customer and employee experiences.

The role will involve liaising with our Sales and CX Delivery (implementation and configuration) teams in the first instance; plus working with our Customer Support & Success, Product, and Marketing teams will also be key to driving process change and customer engagement.

This is a new role. It will require flexibility and initiative to succeed and it is likely to change as it develops.

Responsibilities

  • Evaluate potential options for education and training opportunities to increase capability with partners by taking into account scalability and alignment with external stakeholder and internal business goals.
  • Communicate consistently and effectively with internal stakeholders and external partners to ensure the smooth running and success of partner relationships.
  • Coordinate the post-sales partnerships lifecycle, including but not restricted to partner onboarding, training, coaching and relationship management.
  • Standardisation of partnership onboarding, implementation, support and customer success methodologies; and share best practices to identify improvement areas that will help partners manage customers on behalf of Employment Hero in accordance with feasible budgets, timelines and to a high standard.
  • Understand partner business and operational goals and recommend solutions to any identified issues to ensure optimal utilisation of EH products and services.
  • Identify risks early in the partner relationship and resolve reported issues with urgency.
  • Ensure that all partnerships educational resources and collateral are maintained and up to date.
  • Stay ahead of the curve with regards to new technology, market trends and operational best practices to ensure that our partners are always delivering exceptional services to our customers.
  • Partner with the CX Transformation and Operation teams to formally provide feedback on voice of customer (VoC) and voice of employee (VoE), to drive ecosystem level improvements and enhancements to the way we work, our product offerings and the employee experience.
  • Provide regular performance reporting on partner engagement with educational resources and services.

Requirements

  • Bachelor's degree, business or commerce related degree (preferred, not required).
  • COPC qualification or a similar Partnerships Management certification (desirable).
  • At least 2+ years of experience working within Partnerships or Customer Success in a B2B environment for SaaS platforms. HR and Payroll software experience is desirable.
  • Track record in building relationships and negotiating with various stakeholders across complex organisations.
  • Experience working within a small team of subject matter experts, as a passionate and respectful contributor.
  • Experience working with many types and sizes of businesses is desirable.
  • Excellent partnership and stakeholder relationship management skills.
  • Thrives in a fast-paced, dynamic environment with the ability to manage a large portfolio and tight deadlines.
  • Proactive with a strong work ethic.
  • Strategic approach and strive to seek out, develop and execute new opportunities.
  • Consultative approach to identifying and solving problems.
  • Open minded when approaching innovation and improvement initiatives.

Benefits

  • Self, health, wealth and happiness programs
  • Remote-first and flexible working arrangements
  • Our Sydney office is dog friendly and remains open for team meetings, collaboration days and those who need a day away from their home office (we are a COVID-safe workspace for those who choose to use it!)
  • A generous budget to spend on setting up your home office (if you need a desk, chair, screen? You name it!)
  • We set you up for success with the latest and greatest hardware, tools and tech
  • Continuing education / post-graduate assistance program
  • Virtual yoga classes
  • Weekly virtual happy-hour and social events to get to know your new colleagues
  • Quarterly & yearly team celebrations
  • Access to the EH Employee Benefits Program and Hero Rewards Shop, of course!
  • Employee Share Option Program: be an owner of Employment Hero!

Why join Employment Hero?

  • Raised $181M achieving unicorn status February 2022
  • LinkedIn Top 25 Startups 2021, ranked #2 in Australia
  • The Australian Top 100 Innovators List 2021
  • Raised $140M Series E round led by Insight Partners July 2021
  • Raised $45M Series D round led by Seek 2021
  • Deloitte Technology Fast 50 2020, ranked #42 in Australia
  • LinkedIn Top 10 Startups 2020
  • Raised $22M Series C Round led by Seek July 2019
  • Raised $8 mill series B round led by Seek and OneVentures
  • Deloitte Technology Fast 50 2019, ranked #20 in Australia
  • GetApp Category Leader Q1 2019
  • Deloitte Technology Fast 50 2018, ranked #12 in Australia
  • HRD Gold Medalist - Human Capital Management Systems 2018
  • HRD Gold Medalist - Rewards and Recognition Service Provider 2018
  • HRD Rewards and Recognition Employer of Choice 2018
  • LinkedIn Top 25 Startups 2018
  • EY Entrepreneur of the Year National Finalist 2018

**When applying for this position, please fill out all of the application questions, thank you**