Based in Los Angeles, HelloTech provides professional and affordable on-demand tech support via a network of fully vetted independent technicians throughout the US.
HelloTech providers deliver a wide range of services, focusing on computer support and repair, home networks, smart home devices and televisions.
We are at the intersection of several powerful trends including the “gig” economy, work from home adoption, smart home and in-home aging.
The Partnerships team provides pro install and whole home tech subscription solutions for retailers such as Walmart, Target, AAFES, and Xfinity, as well as for OEMs such as SimpliSafe, Logitech, Ring, Google, and Level, home warranty companies such as Assurant, Frontdoor, and many more.
We are seeking a Partner Success Manager to join our team!
This is a multi-functional role that supports existing accounts while proactively unlocking opportunities for expansion.
Organization and problem solving will be of the utmost importance with this role.
This is an excellent opportunity to get in with an early-stage tech startup growing fast in the service industry space.
This position will be based in Los Angeles, CA and is not open for remote work.
What you’ll be doing:
Manage day-to-day partner support with tasks including: onboarding new partners, resolving account issues and customer escalations, and answering general questions Effectively and proactively engage partners in discussions on business performance, implementation of best practices, and strategic initiatives Effectively communicate results of internal analyses to partners, using data to address partner inquiries or concerns Aggregate and deliver key partner insights to internal and external stakeholders in a structured, consistent, and proactive manner Compile Monthly and Quarterly Business Review agenda and content; assist and/or take point on the delivery of these reviews with partners Work with partners on ongoing optimization efforts; coordinate with internal and external resources to execute these efforts.
Proactively engage the analytics team with suggestions and feedback on new partner insights and new data and analysis needs to tell stories relevant to specific partners Support partner onboarding implementations
– working closely with HelloTech’s engineering and product teams.
Track inbound support requests to identify trends and report findings upstream.
Escalate inbound technical issues to technical teams as needed while managing external partner communications & expectations.
Develop operational processes that help to improve inbound inquiries/escalations while delivering on established turnaround times.
Monitor daily/weekly/monthly reporting to identify trends or uncover possible issues Proactively identify partner growth opportunities and present them internally and externally to help drive new revenue
What we’re looking for:
5+ years account management and/or project management experience Excellent analytical and problem solving skills Strong internal and partner-facing communication skills Experience in a partner-interfacing role and comfortable presenting to different audiences, tailoring messages accordingly Experience and ability to tell a story using data, research and insights research Ability to identify root cause of escalations and implement solutions Ability to multitask, prioritize and function well under pressure and tight delivery timeframes
Perks
Comprehensive Medical, Dental, Vision
401k
Unlimited PTO
Mac or PC
All corporate employees are currently working remote and the HQ office is closed during COVID-19