Global Partner Success Delivery Director (Remote)

The Global Partner Success Delivery Director (PSM) role is to ensure that our global partners are successful in delivering the Vendavo’s SaaS products or services to end customers. This role focuses on ensuring that partners are equipped, supported, and empowered to deliver the Vendavo SaaS solutions effectively while mitigating risks and driving continuous improvement in the partner ecosystem. The goal is customer satisfaction and retention through exceptional partner delivery quality.

THE OPPORTUNITY

• Partner Journey Management: Develop partner delivery profiles, networks and strategic partnerships who align with the Vendavo business goals in North America and EMEA. Accountable to help strategic partners scale, refine and modernize their programs patterns, and frameworks to increase delivery preparedness & efficiency toward high customer adoption of Vendavo products
•  Partner Onboarding and Enablement: Oversee the onboarding process to ensure partners are 100% compliant with our onboarding enablement program expectations and are in fulfillment of our training, certification and co-delivery requirements 
• Partner Co-Delivery and Project Support: Facilitate co-delivery opportunities and overseequality assurance for partner deliveries are adherent to Vendavo’s implementation standards. Ensure partners are positioned for success on their path to run full customer projects on their own with positive quality and customer success outcomes 
• Partner Risk Management & Issue Resolution: Meet with each partner who has active projects twice a month to ensure their project status inputs are up-to-date, and prompt questions around where you foresee risk exists in their in-flight engagements. After triangulating and identifying at-risk partner implementations, work with the Partner / Customer to triage the risk, pulling in cross-functional counterparts (e.g. Professional Services, Customer Success, Product, Engineers, etc) as appropriate to successfully triage the issue
•  Partner Performance Monitoring and Optimization: Ensure customers / partners are completing frequent implementation health surveys to understand any discrepancy in answers to promptly address and collaborate with the partner for remediation. Monitor partner performance metrics, ensuring partners meet service delivery standards and contribute to overall business objectives such as partner retention rate, project completion timelines, customer satisfaction (NPS, CSAT), and quality assurance metrics Develop partner scorecards to drive meaningful discussions for continuous improvement activities to move up a maturity model; Lead partner technical QBRs & scorecard reviews
• Partner Advocacy: Act as the internal advocate for partners, ensuring their needs and feedback are communicated to relevant internal teams, such as product, engineering and customer success. Build strong, trust-based relationships with partners to foster long-term collaboration.

THE SKILL …