Partner Success Manager (Technical)

 

About the Role:

We are seeking a highly technical Partner Success Manager (PSM) who will act as a trusted advisor and technical consultant to our partners. The ideal candidate will possess a strong blend of technical expertise, strategic thinking, and relationship management skills to ensure our partners succeed in delivering value to their customers.

This role goes beyond traditional account management, requiring hands-on technical problem-solving, implementation oversight, and collaboration with product and engineering teams.

 

Key Responsibilities:

Partner Enablement & Onboarding:

• Lead technical onboarding sessions for partners, ensuring they are fully equipped to implement and support our solutions.
• Provide partners with hands-on training on technical architectures, integrations, and APIs.
• Ensure partners have access to demo environments, technical playbooks, and support documentation.

Technical Advisory & Support:

• Act as the primary technical escalation point for partners, addressing advanced implementation challenges, feature requests, and integrations.
• Collaborate with Engineering and Product teams to resolve complex technical issues.
• Troubleshoot technical blockers in demo environments, customer portals, and product integrations.

Implementation Oversight: 

• Guide partners through technical implementation processes, ensuring adherence to best practices and successful customer outcomes.
• Oversee partner-led implementations and provide technical validation at key milestones.
• Develop and refine technical documentation and playbooks for implementations.

Partner Success Metrics:

• Monitor and track partner KPIs, such as implementation timelines, customer adoption rates, and technical SLA adherence.
• Regularly analyze partner health data and provide insights for improvement.

QBRs and Strategic Alignment:

• Lead Quarterly Business Reviews (QBRs) focusing on technical adoption, integration performance, and customer satisfaction.
• Collaborate with Partner GTM teams to align technical goals with strategic growth initiatives.

Knowledge Sharing and Documentation:

• Maintain and update knowledge bases, FAQs, and troubleshooting guides.
• Create reusable technical assets such as API integration guides, best practices, and architecture diagrams.

Feedback and Product Advocacy:

• Serve as the voice of the partner to internal Product and Engineering teams, advocating for feature requests and improvements.
• Participate in product beta programs and provide feedback on behalf of partners.

 

Key Skills and Competencies:

Technical Expertise:

• Strong understanding of APIs, integrations, and cloud architectures.
• Hands-on experience with SaaS platforms, CRM systems, and technical workflows.
• Ability to troubleshoot complex technical issues and guide partners in solution Deployment.

Partner Relationship Management:

• Proven ability to build and maintain strong partner relationships.
• Exceptional communication and presentation skills to engage both technical and business stakeholders.
• Experience in conducting QBRs and presenting technical findings.

Problem-Solving and Analytical Thinking:

• Analytical mindset with the ability to interpret technical data and drive actionable insights.
• Strong problem-solving skills to address both technical and strategic challenges.

Collaboration and Cross-Functional Alignment:

• Proven ability to work across teams (Product, Engineering, Sales, and GTM) to drive partner success.
• Clear documentation and knowledge-sharing practices to ensure alignment across teams.

 

Required Qualifications:

• Bachelor’s degree in Computer Science, Engineering, Information Technology, or a related technical field.
• 5+ years of experience in Partner Success, Technical Account Management, or Technical Consulting roles.
• Experience working with SaaS platforms, APIs, and cloud technologies.
• Hands-on experience with tools like Postman, Jira, technical CRMs, or similar platforms.
• Strong understanding of enterprise-level technical solution architectures.
• Experience with partner enablement and technical training programs.

 

Preferred Qualifications:

• Certifications in relevant technologies (e.g., AWS, Azure, GCP, or similar platforms).
• Prior experience in a startup or high-growth SaaS environment.
• Proven experience in driving joint technical go-to-market strategies with partners