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Head of Partner Success

ABOUT US

b8ta is a new company created to fix an old problem—brick-and-mortar retail. Our mission is to make retail accessible for all. We believe when makers have easy, direct access to physical retail, customers will in turn have unbiased access to what the world is creating.

As a technology company building a better retail store for the world’s most innovative products, our team is full of extraordinary thinkers, creators, builders, early adopters, and rule-breakers. We're based in San Francisco with multiple flagship stores and shop-in-shop locations across the country—and we’re just getting started. Think you can help change retail? We'd love to meet you!

POSITION OVERVIEW

b8ta is a rapidly growing startup.  We’re seeking a Head of Partner Success who is responsible for ensuring the long-term success of b8ta’s partners.  In this role, you will own the relationship with partners and be responsible for managing a team of 4 individuals that are accountable for supporting daily account management, responding to queries, providing analytics, as well as building and applying processes to improve the partner experience.  

You will have direct responsibility for all post-sales partner activities, including, but not limited to, on-boarding new partners into the b8ta eco-system, helping existing partners leverage the services offered by b8ta in the way that best fits their needs.  

Additionally, the Head of Partner Success will be the voice of our partners to internal, cross-functional teams, responsible for both driving fixes to identified issues with systems or processes, as well as advocating for new features or services that are being requested by our partners.

This person will be part of the Partner Leadership team. This is a rare opportunity to join the flagship partnerships team that will influence both the culture and the future of b8ta’s partner success operations.

RESPONSIBILITIES

  • Drive customer success outcomes by implementing processes and programs that maintain gross churn at a healthy level, expand revenue opportunities through cross-sell and upsell, and making sure that every partner is a b8ta advocate.
  • Define and advocate for the processes and tools that will help b8ta be effective in delivering those outcomes at scale.
  • Align with marketing and communications on how we can work together with partners to establish launch events and 6 and 12 month retail marketing plans to help partners drive traffic to both b8ta locations and b8ta.com.
  • Define the customer life-cycle and establish KPIs for each point in that journey, providing you and your team a playbook that allows for a standardization of interventions at key points and transparency into the current health of each account.
  • Establish, document and communicate best practices for digital display creation, physical merchandising, and demo of product at b8ta.
  • Identify key points in the life-cycle that can be enhanced or simplified through technology and drive improvements to systems and tools, with the goals of increasing the partner’s use of b8ta provided tools and services to reduce the friction between them and their consumer.
  • Get to know our partners and understand what ROI at b8ta means to them.
  • Develop and maintain regular QBRs.
  • Host an annual Partner Summit.
  • Create and maintain a company-wide feedback loop.
  • Manage and be accountable for all customer success activities, including onboarding, partner training and education, and partner support.
  • Build and lead a world-class partner success team by recruiting functional leaders and individual contributors as b8ta scales.
  • Inspire and advocate the importance of our partners’ success to the entire organization.

REQUIREMENTS

  • Bachelor's Degree in a related field with five years experience leading customer-facing organization and three years of account management experience
  • Ability to manage influence through persuasion, negotiation, and consensus building
  • Excellent people manager who can grow a success team from scratch
  • Ideally combined background of post-sale and sales experience
  • Strong empathy for partners
  • Strong passion for revenue and growth
  • Deep understanding of value drivers in recurring revenue business models
  • Analytical and process-oriented mindset
  • Demonstrated desire for continuous learning and improvement
  • Enthusiastic and creative leader with the ability to inspire others
  • Excellent communication and presentation skills
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