Director, Partner Success
Location: Nashville, TN or Remote - USA
Asurion is seeking a Director, Partner Success to manage and grow key partner relationships. This role is focused on delivering excellent program performance, supporting partner growth, and aligning internal teams to meet shared goals.
The ideal candidate combines strategic relationship management with a strong understanding of contact center operations, enabling them to influence internal teams, optimize performance, and enhance the customer experience for our client’s customers.
What You’ll Do
- Manage partner relationships, acting as the primary day-to-day contact and trusted advisor.
- Build strong relationships across key client stakeholders, including operational and mid-level leadership within the contact center organization.
- Partner with Asurion’s internal contact center teams to ensure program excellence, leveraging your understanding of customer support operations to guide and challenge teams toward achieving performance goals.
- Drive and measure program KPIs (sales, customer satisfaction, efficiency) to ensure mutual growth, customer experience quality, contract compliance, and profitability.
- Support commercial discussions and lead resolution of partner issues or escalations.
- Lead regular partner check-ins and business reviews (QBRs/MBRs).
- Identify opportunities for performance optimization, operational improvement, and cost efficiency.
- Collaborate cross-functionally with Product, Operations, Technology, and Legal to execute partner initiatives.
- Translate partner feedback into actionable insights and drive clarity through structured plans and measurable results.
What You’ll Bring
- Bachelor’s degree required; Master’s degree or equivalent advanced education preferred.
- 7+ years of progressive experience in client success, partner management, or program leadership with a focus on customer experience, service delivery, or sales enablement.
- Experience in a contact center or customer support environment is highly preferred, with a clear understanding of key performance drivers, sales processes, and customer experience dynamics.
- Exceptional communication, leadership, and project management skills with the ability to collaborate effectively across functions and geographies.
- Skilled in data-driven decision-making, using performance metrics and analytics to identify trends, optimize processes, and improve outcomes.
- Proven ability to balance strategic thinking with operational execution.
- Willingness to travel up to 20%.