Sr Manager, Partner Success
POSITION OVERVIEW:
The Senior Manager, Partner Success is responsible for exceeding client expectations by delivering on client commitments and leveraging cross functional teams to achieve sales, profitability & service goals.
This role serves as a key interface between Asurion and our client(s), so the ability to communicate well and build/maintain strong relationships is a must. The primary functions of this role are interfacing with the client and monitoring the operational and contractual obligations/performance of client programs. The day-to-day functions of this role will include working closely with Asurion’s internal cross functional teams (e.g., Product, Operations, Legal, Supply Chain, IT, Program Management, etc.). The ideal candidate should be able to work independently, take ownership/accountability, and be thoughtful with proposed solutions. They will also need to be influential both internally and externally to advocate, influence, and drive results.
From time to time, the priority of the role could change, therefore, the candidate should be comfortable with change, ambiguity, and have the confidence to be front and center making decisions. This role will provide the candidate with diverse exposure to many areas within the client and Asurion’s businesses.
Essential Duties and Responsibilities:
Responsibility and accountability for owning the client relationship for program success, project and product-level engagements including internal/external communication, program management, implementation, and identification of new business opportunities to drive growth
Regularly interact with the client team to address ad hoc questions/issues, tirelessly advocate for the value of Asurion products & capabilities, and aggressively resolve client concerns regarding our programs or their performance and perception
Act as a primary point of contact for implementation teams; providing a clear vision of client goals and assessing levels of engagement between Asurion & the Client
Develop and leverage deep knowledge of Asurion’s registration, claims, tech support and fulfillment processes across all channels to anticipate and prevent issues caused by the dynamic nature of our programs
Become and serve as the “go-to” subject matter expert to Asurion’s internal teams on the client’s organization and goals, championing the needs of the client
Support Asurion sales teams by communicating program updates and quickly addressing and removing impediments to selling
Become a “tireless champion” of Asurion by preparing and presenting materials to the Client to increase engagement on specific projects or improve awareness and understanding of current product offerings
Engage internal Asurion teams to ensure that all client commitments, including reporting and analysis, are met on time with exceptional quality
Own execution against client and internal commitments by establishing timelines, tracking milestones, managing dependencies, and ensuring deliverables are completed on time and with quality.
Monitor operational performance across programs, proactively identify risks and issues, and coordinate cross-functional teams to implement timely corrective actions
Partner with various internal resources to quickly perform root cause analyses on client escalations and provide the client with appropriate information and resolution steps
Staying organized as you track towards the delivery of your commitments
Collaborate with internal Partner Success team members on facilitating cross functional collaboration and best practices across programs
EDUCATION AND EXPERIENCE:
Required Education and Experience
Bachelor's Degree preferred
5+ years in client account management or related client-facing operational or project management experience
Exceptional interpersonal, verbal and written skills and the ability to effectively present ideas and information
Ability to quickly learn and understand Asurion systems, platforms, and processes from enrollment to cancellation.
Ability to present complex processes at managerial client levels and internal operational meetings
Ability to influence and build consensus cross-functionally to achieve results; strong bias for action
Solid analytical skills
Ability to read, write, analyze and interpret complex instructions, correspondence, legal documents, financial reports and/or technical documents. This position also requires the ability to respond effectively to clients and management and handle sensitive and/or confidential communications.
Advanced computer skills including MS Office required
LICENSES / CERTIFICATIONS:
Required Licenses/Certifications
Insurance Licensing: Must be able to pass State Property and Casualty Licensing exam
TRAVEL REQUIREMENTS:
Travels: Yes
Percent of time: 20%
Overnight required: Yes
Travel: Up to 15-25% domestic travel may be required
About Asurion:
Simply put, Asurion helps people stay connected. As the global leader of connected life services, we provide over 300 million consumers around the world with simple, intuitive technology advice to help them get the most from their devices; support to fix their issues and connectivity crisis, and device protection to ensure they receive a replacement or repair. When a product is missing or simply doesn't work properly, Asurion’s 17,000 employees are focused on solving the problem with people and processes operating 24 hours a day, seven days a week, speaking six languages, and working across any device, platform, or provider. By partnering with leading retailers, mobile carriers and pay-tv providers, Asurion helps customers enhance their lives through their technology. For more information about Asurion, please visit www.asurion.com
NOTE: THIS JOB DESCRIPTION IS NOT DESIGNED TO COVER OR CONTAIN A COMPREHENSIVE LISTING OF ACTIVITIES, DUTIES OR RESPONSIBILITIES THAT ARE REQUIRED OF THE EMPLOYEE. DUTIES, RESPONSIBILITIES, WORKING CONDITIONS, PHYSICAL DEMANDS, AND ACTIVITIES MY CHANGE OR NEW ONES MAY BE ASSIGNED AT ANY TIME WITH OR WITHOUT NOTICE.
ASURION PROVIDES EQUAL EMPLOYMENT OPPORTUNITIES TO ALL EMPLOYEES AND APPLICANTS FOR EMPLOYMENT AND PROHIBITS DISCRIMINATION AND HARASSMENT OF ANY TYPE WITHOUT REGARD TO RACE, COLOR, RELIGION, AGE, SEX, NATIONAL ORIGIN, DISABILITY STATUS, GENETICS, PROTECTED VETERAN STATUS, SEXUAL ORIENTATION, GENDER IDENTITY OR EXPRESSION, OR ANY OTHER CHARACTERISTIC PROTECTED BY FEDERAL, STATE OR LOCAL LAWS.
THIS POLICY APPLIES TO ALL TERMS AND CONDITIONS OF EMPLOYMENT, INCLUDING RECRUITING, HIRING, PLACEMENT, PROMOTION, TERMINATION, LAYOFF, RECALL, TRANSFER, LEAVES OF ABSENCE, COMPENSATION AND TRAINING.