Partner Success Manager

Partner Success Manager I Roles & Responsibilities

Reports to: Sr. Director of Customer Success

Position Overview:

The Partner Success Manager (PSM) is responsible for actively managing an assigned portfolio of Food Service partnership accounts.  The PSM will have ownership over each account assigned, is expected to execute on all required operations and foster a positive partner experience. The PSM will cultivate and expand business opportunities for long-term growth within the Partner Success Team. The PSM will operate and collaborate cross-functionally with several internal Everytable teams to ensure proper execution of scheduled food service and the overall success of each partnership.

Responsibilities:

• Manage and serve as primary point of contact for a portfolio of Institutional Food Service partnership accounts

• Collaborate with Strategic Partnerships/Business Development team to implement and on-board new food service accounts -- coordinate and oversee service launch, follow up with partner post-launch for feedback and to address additional support needs. 

• Understand partners’ unique food service needs, making knowledgeable recommendations, addressing partner requests, concerns and/or changes to program.

• Through thoughtful and frequent communications, the PSM will build and nurture long-term relationships with each partner and become a trusted source of support.

• Identify common service failures and adjust menu planning and account settings to eliminate them -- collaborate with management and internal teams as needed to accomplish alignment with partner’s needs to the best of our ability.

• Frequently engage with high-priority partners to identify and adequately address unmet needs.

• PSM will execute on weekly deliverables including but not limited to menu planning and order processing, invoicing, updating account information (as needed), and communicating with internal teams to ensure accuracy on orders and deliveries.

• PSM will be responsible for addressing operational requirements and customer needs throughout the week, remaining available early mornings and weekends if necessary to troubleshoot issues to fulfill these duties

• Analyze product COGS to ensure profitability when creating weekly/monthly menu selection for each partner account.

• Serve as the point of contact for the partner administrators, their staff, and internal Everytable teams for each Food Service account.

• Attend and participate in team meetings, voicing challenges, opportunities for improvement, and potential solutions that require management support & escalation.

• Build strong internal working relationships with cross-functional teams to drive partner success goals: business development, strategic partnerships, fulfillment, finance, logistics, and marketing.

• When order or delivery issues arise, lead the recovery coordination by making knowledgeable decisions and communicating clearly with internal teams/leaders.

• Accurately process weekly and monthly invoices for all food service partner accounts -- execute duties by weekly deadlines, and collaborate with Everytable Finance team to resolve billing/payment related questions, discrepancies, and collections challenges.

• Identify opportunities for additional business within existing partnerships, and collaborate with Strategic Partnerships/Business Development for new contract and renewal processes, obtaining necessary information for SP/BD to provide appropriate and timely proposals.

• Mentor, train, and serve as a supportive resource with any new Partner Success team members.

• Hit or exceed KPIs and/or financial performance as set forth by Director of Partner Success (ie. site visits, menu COGS, marketing initiatives, special projects).

• Achieve 90% account retention through the life of Food Service contracts -- mitigate churn through creative problem solving.

Position Requirements:

• Minimum 5 years in account management, customer success, and/or B2B sales

• Customer obsessed mentality -- strives to meet and exceed customer expectations

• Willingness to experiment with processes, and desire to build something new

• Thrives in a dynamic work environment-- ability to manage multiple projects, tasks, and prioritize their time and responsibilities while meeting deadlines and customer needs

• Proficiency working with data and spreadsheets (Excel, Google sheets)

• Excellent verbal and written communication skills -- comfortable communicating with individuals at all levels within an organization

• Creative problem solver -- collaborates with others and hustles to find solutions

• Interested in data analytics - able to identify trends and implement data-driven solutions to best serve customer needs and goals 

• Experience in food service operations -- knowledge of food tech & logistics a plus

• Enthusiastic team player mindset -- quickly builds and maintains trust among colleagues

• If hired, we require all employees to be vaccinated against COVID-19, unless a medical or religious accommodation is needed as determined on a case by case basis. 

Compensation & Benefits

• Base salary commensurate with experience

• Full health benefits including medical, dental, vision

• Employee discount

• Eligibility for 401k plan

Everytable is proud to be an equal opportunity workplace. We are committed to equal employment opportunities regardless of race, color, ancestry, religion, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity or Veteran status. We encourage women, people of color and LGBTQ people to apply. Everytable is a Fair Chance employer and will consider qualified applicants with arrest and/or conviction records for employment.

In accordance with Everytable’s duty to provide and maintain a workplace that is free of known  health and safety hazards , the Company has adopted a mandatory COVID-19 vaccination policy to safeguard the health of its employees and its customers. As such, the Company requires that all employees be fully vaccinated against COVID-19 upon hire. For the purposes of this policy, “fully vaccinated” shall mean two weeks have passed since: (i) applicant obtained their second dose in a 2-dose series, such as the Pfizer or Moderna vaccines; or (ii) applicant has obtained a single-dose vaccine, such as Johnson & Johnson’s Janssen vaccine. Applicants shall submit proof of vaccination either with their application or as part of their onboarding process

In the event that an applicant requires a reasonable accommodation due to a disability or a sincerely held religious belief, the Company will provide an accommodation to the extent it can, if the applicant is hired.

Salary : $70,304 - $75,000