Senior Partner Success Strategist

The Senior Partner Success Strategist provides expertise support to partners, helping to ensure partners can effectively use Action Squared tools immediately while equipping partners with the knowledge needed for long-term success.

This role helps partners successfully adopt and maximize the value of the toolset by providing technical support, leading ongoing toolset training, and keeping toolset documentation up-to-date. This role leads specialized trainings and onboardings, supports user growth and retention goals, maintains high customer satisfaction standards, and contributes to cross-functional initiatives and special projects as needed.

In addition, this Strategist builds strong, ongoing relationships with partners and team members through advanced program support, proactive problem-solving via recommending solutions and acting as a liaison between partners and internal teams. This looks like leading the bug escalation process, problem-solving escalated technical issues, developing workaround solutions, supporting ticket resolution and contributing feedback to improve the product and partner experience. 

Lastly, as a strategist on the team, this role leads a core partner success area to enable a proactive support environment at Action Squared.

Key Responsibilities

Technical Support

• Provide technical support for partners via organizational support channels for Action Squared toolsets in alignment with L1 support/success metrics and processes and/or L2 support/success metrics and processes. 
• Provide first-line back up for L1 and/or Jr coverage gaps.
• Lead the technical escalation and bug resolution process for Action Network and/or Action Builder.
• Establish Partner Success techniques to maintain partner satisfaction standards and promote positive partner experience.
• Maintain up-to-date and working knowledge of toolset features.
• Maintain advanced technical knowledge of toolset to support creative solutions.

Documentation

• Regularly lead documentation updates during toolset deploy cycles.
• Share and implement feedback to improve partner resources.
• Align technical guidance to partner needs and common experiences.
• Contribute to speciality documentation for improved partner experiences. 

Trainings 

• Maintain up-to-date knowledge of toolset features and best practices.
• Regularly lead remote, live, and in-person introductory toolset training series for general and public partner audiences.
• Regularly lead remote, live, and in-person specialized trainings and partner onboarding sessions for private partner audiences.

Specialization

• Serve as first-line of support for L1 and/or Junior team members for specialization area.
• Lead upskill opportunities for L1 and/or Junior team members for specialization area.
• Provide advanced expertise in a partner success area aligned with strategic growth and proactive support opportunities.
• Establish metrics, in partnership with the Director of Impact, for project and program opportunities and evaluate the success of those operational opportunities.
• Establish replicable processes for successful project and program opportunities.
• Collaborate across teams to ensure organizational alignment for specialized projects/programs. 

Additional Responsibilities 

• Occasionally represent the Action Squared organization as toolset technical expertise at assigned public appearance opportunities.
• Support organizational projects to enable and improve partner experience, toolset changes, and operational changes.
• Engage in professional development opportunities to expand knowledge and skillsets to support organizational growth and capacity, and influence organizational strategy.
• Follow up on and build understanding of partner questions and feedback.
• Contribute to cross-team meetings and processes.
• Attend and engage with internal training sessions.
• Other reasonable, related, and occasional duties as assigned.

Experience

• 3 to 5 years experience as an Action Network and/or Action Builder user.
• 3 to 5 years experience of partner, customer or client engagement via direct retention, support, service or training experience.
• Technical writing experience.
• Experience with progressive movement technologies.
• Experience in mobilization or organizing strategies within the progressive movement.
• Empathy for customers and a passion for user experience and journey.
• Technical support experience via a ticket management system.
• Proven ability to lead and execute with a partner-centric approach.
• Self-motivated and resourceful approach to problem-solving. 
• Proven ability to successfully execute in collaborative, cross-team projects.
• Up to 2 years of project management experience with ability to lead and manage cross-team collaborative projects through completion.
• Expert and proactive communication skills via multiple mediums.
• Interest in building technical knowledge and knowledge of adult learning principles.

Action Squared is committed to cultivating a culture of inclusion and connectedness. We can grow and learn better together with a diverse team of employees. The collective sum of the individual differences, life experiences, knowledge, innovation, self-expression, and talent that our employees invest in their work represents not only part of our culture but also our reputation. In recruiting for our team, we welcome the unique contributions that you can bring in terms of your education, opinions, culture, ethnicity, race, sex, gender identity and expression, nation of origin, age, languages spoken, veteran status, color, religion, disability, sexual orientation, and beliefs. People of color, people with disabilities, veterans, and LGBTQ candidates are strongly encouraged to apply. We are an Equal Opportunity Employer committed to workplace diversity.

This position has a salary range of $76,000 - $95,000, commensurate with your experience. There is no commission structure included.

The employee will be within the Nonprofit Professional Employees Union structure, IFPTE Local 70.

To be eligible for this position, you must be legally authorized to work in the United States.