Senior, Partner Success Manager

Job description

Our Business FISPAN Services Inc. (FISPAN) is an Enterprise SaaS FinTech company that allows banks to deploy embedded financial products and services to create a seamless banking connection for their corporate clients. Our product aims to provide instant scale and reach for banks who want to remove friction and add value by enabling their commercial banking clients to access banking services through their preferred ERP / accounting platform. Founded in 2016 and headquartered in downtown Vancouver, FISPAN is on a mission to create the best product in the FinTech industry and fundamentally change the way that companies bank. Being the market leader in ERP Banking, we work with the world’s Tier 1 banks with assets exceeding $3T, including J.P. Morgan Chase, Wells Fargo, TD and Bank of Montreal. We are looking for dynamic and passionate individuals to join our high performance team and contribute to our rapid growth and exciting journey. As a Senior Partner Success Manager, you will play a vital role in driving the success of our strategic partnerships and fostering long-term, mutually beneficial relationships. Your ability to build trust, provide value, and collaborate effectively will be key to achieving partner satisfaction, retention, and revenue growth. Key Responsibilities: Partner Relationship Management: Leading and managing partner accounts as it relates to platform and operational priorities and work with internal stakeholders to prioritize and deliver partnership improvement programs Develop and nurture relationships with strategic partners, serving as their main point of contact for all inquiries, requests, and escalations. Coordinating monthly and quarterly business reviews to assess business achievements, performance, objectives, and future roadmap with a focus on overall partner satisfaction Lead communications with partners related to critical incidents affecting availability of services Partner Success and Change Management Collaborate with partners to define success metrics and develop joint business plans to achieve mutual goals Conduct regular business reviews with partners to assess their progress, address challenges, and identify areas for improvement. Plan, execute, and monitor changes to critical client support and onboarding processes Provide guidance to partner internal teams supporting the FISPAN solution products and services effectively. Coordinate and deliver training sessions, webinars, and workshops to educate partners on product updates, features, and industry trends. Revenue Growth and Expansion: Track and report on partner performance metrics, including revenue, customer acquisition, and retention rates on a monthly, quarterly, and semi-annual basis Developing strong working relationships with partners to understand business objectives, identify business development opportunities and/or needs for the platform and inform product roadmap Partner Advocacy: Act as a champion and advocate for partners within our organization, ensuring their needs and concerns are addressed promptly and effectively Represent the voice of partners during internal discussions and decision-making processes Provide weekly updates to executive team on all account activity Providing initial product and informational support for customers escalating all bugs/issues to the relevant internal channels to get resolved in a timely manner. Acting as a subject matter expert on the platform and its uses for users, addressing any questions regarding the product/platform and services What you will be measured on: Time to Revenue for each account Onboarding targets Retention and adoption Support Satisfaction Required Skills and Qualifications: 5+ years of experience in Customer Success Management or Account Management Experience with B2B Platforms Bachelor's degree in Commerce, Information technology, or related field Ability to maintain composure in stressful situations, respond to customer needs quickly and effectively, adapt to change, and be comfortable with ambiguity Program Management: Ability to successfully oversee and coordinate multiple projects or initiatives to achieve set objectives and targets Detailed-oriented: Ensuring that tasks, responsibilities and commitments are completed timely Strong Communication: Excellent communication skills to compose value-based emails, deliver concise presentations, and turn complex topics into consumable content Data driven: A solid understanding of business performance metrics, and a willingness to embrace data and experience in interpreting data analytics and deriving insights that drive customer value Customer Obsession: Resolute focus on the needs of the customer above all. Views problems through the customer’s lens first, basing decisions and prioritization around their needs Follow-through: High motivation, bias to action and strong prioritization. Can work proactively and independently to bring all assigned work to completion with speed and accuracy Empathy: Able to relate to others with a different view or experience. Quickly keys into the needs of customers or collaborators, demonstrating sensitivity in responding to challenges Collaboration: Assertive with humility—able to lead change in a positive way. Maintains high standards for verbal and written communication, and is always professional under pressure Analytical thinking: Leverages experience and expertise to quickly identify and comprehend complex problems. Adept at understanding how technical things work and walking someone else through the details Why Work With Us? ✨ Visionary Team, Proven Results Our leadership bench brings deep, collective experience in scaling high-growth FinTech companies through major funding cycles and critical market inflection points. This expertise creates a stable foundation, allowing you to focus on building and innovating. You will benefit directly from mentorship, expand your professional network, and learn the strategic decision-making processes required to lead a global, mature technology company. 🚀 Accelerated Career Ownership & DEI Commitment We are an emerging high-growth company, and that means your career trajectory here is accelerated. Our employees are immediately given a high level of ownership and autonomy over complex, impactful projects. As FISPAN continues to grow, we are committed to celebrating diversity, endorsing equity, and encouraging inclusion. We strive to eliminate bias throughout our recruitment process and build a culture where everyone feels they belong and can contribute their best work. 💰 Strategic Total Rewards & Wellbeing We invest in your success. Our total compensation packages are designed to be highly competitive, including a semi-annual bonus plan and equity grants that give you a true stake in our future. Beyond your compensation, you benefit from: Best-in-Class Equipment: The most modern MacBook and Apple equipment. Prime Location: Our downtown Vancouver office offers coastal views and access to the building fitness center. Flexibility: Generous benefits, including a family leave top-up program and our Work-From-Anywhere policy. ☕ Purpose-Driven Culture & Prime Perks Our culture is the foundation of our success. We operate with a "we over me" mentality, fostering strong, collaborative bonds built on Trust and Candor. You will also enjoy: fully stocked cupboards, weekly catered team lunches, and daily JJ Bean coffee runs to keep your energy high and your wallet happy. Compensation Package FISPAN believes in an atmosphere and culture when innovation can flourish, collaboration and teamwork are valued and transparency is at the core of it all. We want our employees to see how the ideas they help generate today have an impact on how we do business tomorrow.With that, the hiring salary range for this position is $88,000 - $109,000 annually; the base pay offered is based on comparable market data from companies of similar employee size, revenue and location. As part of our total rewards offering, permanent employees in this position may be eligible for our competitive semi-annual bonus program, subject to program eligibility requirements. At FISPAN, we reward employees for achieving their objectives, going beyond the requirements of their job, demonstrating leadership, fostering innovation and advancing the organization as a whole. We value talented people of all backgrounds and characteristics that share our vision of being the number one platform for the business banking ecosystem. Other components of our rewards offerings include support of career development, wellbeing, and personal growth. Extended health and dental benefits Paid time off Savings and retirement plan matching Parenthood top-up Mentorship programs, and leadership series (to name a few) Note: The incentive programs, benefits, and perks have certain eligibility requirements and may vary, only be partially or not at all available based on criteria such as location, employment status, etc. We’ll be happy to clarify eligibility for interviewing candidates.