Customer Success Manager Govtech Jobs in Rochester Hills, MI

Partner Success Manager

Location: Remote, USA

Employment Type: Full-Time

Benefits Offered: Vision, Medical, Life, Dental, 401K

Gross annual base salary: USD $99,000.00 - $128,500.00

Additional variable compensation and benefits may apply. Total compensation is based on experience, skills, and location using objective, job-related criteria.

Summary

As a Partner Success Manager (PSM), you will play a critical role in driving the success of the OneStream partner ecosystem. You'll be responsible for developing, supporting and growing all skillsets within a portfolio of strategic partners. This role blends relationship management, enablement strategy, and operational excellence to help partners build a scalable, high performing and self-sufficient practice.

The Partner Success position bridges the gap between OneStream's internal teams-such as customer success, partner alliances and partner enablement -and its partners, managing the functional and technical aspects of partner implementations, making sure partner needs are addressed promptly and thoroughly, and fostering lasting relationships to enhance the partner experience. This includes project tracking, partner health and growth, partner program tier levelling, measurement through scorecards, OnePass utilization and ensuring skill level certifications.

Orchestrating engagements centrally with project involvement will strengthen the understanding of how and when to engage the wider CSRC teams and provide opportunities for enablement/training of our partners.

Primary Duties and Responsibilities

Partner Relationship & Support

• Act as the primary point of contact for implementation partners, ensuring the partner has the necessary resources and both technical and functional support.
• Own regular partner status calls to discuss partner project delivery status and delivery concerns.
• Build and maintain strong relationships with partners to drive success of OneStream implementations and partner success.
• Provide guidance on overall partner health and future planning with the partner.
• Serve as a co-liaison with Partner Alliances between partners and internal teams (Support, Remote Consulting, Partner Enablement, Engineering, Customer Success), focusing on creating value for the partner by guiding them to appropriate teams and processes when needed.
• Alert Partner Alliances and other internal leadership concerns related to the delivery of project timelines mitigating risk.
• Provide input to Partner Delivery Managers on the leveling of partners based on experience working with specific implementation partners and their perceived skillsets.
• Maintain clear and concise communication with partners and internal stakeholders.
• Responsible for driving the partners to develop and maintain a COE function within their practices.

Project Oversight & Functional Support

• Monitor and support partner led implementations to ensure adherence to project delivery and partner success.
• Review projects plans and provide recommendations to project timelines and go-live success.
• Seek opportunities to increase customer satisfaction and adoption via Functional enablement to our partners. Recommend the use of enablement materials to partners based on customer requirements and expectations.
• Review partner cases and their nature to ensure they are utilizing their internal COE correctly.
• Review and identify key deliverables for partner success.

Enablement

• Develop and deliver partner Seismic pages with functional information, new features and solution content.
• Actively engage partners with COE with online (i.e.Navigator) courses, content and enablement materials.

Process Improvement

• Identify opportunities to improve partner processes and develop strategies to improve efficiency.
• Identify opportunities to improve proactive enablement and proactive services and develop strategies and new services to prevent customer escalations.
• Create SOP documentation on engaged projects and look to role this out further for governance on projects
• GAP analysis with alliances to help build a more robust framework for our partners for processes and active projects/project management.

Required Education and Experience

• Bachelor's degree in fields such as (but not limited to) Accounting, Business, Finance, Information Systems, Mathematics, or CIS, or equivalent work experience.
• Minimum 2 years of experience with project management, stakeholder management, or account management.
• Minimum 5 years of experience consulting or Functional account management for software implementations for CPM/EPM platforms.

Preferred Education and Experience

• Master's degree in business, Accounting, Finance, or Information Technology.
• A professional accounting designation (e.g. CPA, CMA, CGA, CA), advanced degrees (MBA, MFA), and/or other professional designations or certifications (applicable to accounting/finance and information technology)
• Project management, program management or account management expertise.
• Prior experience in Partner Success or Customer Success.
• Deep experience with SQL, C#, VB.net, or Visual Basic. Any object-oriented programing a plus.
• Prior experience and expertise in Scalability and Performance of EPM/CPM products.
• Prior experience with Azure based SaaS platforms.
• Prior experience using Telemetry tools to monitor EPM/CPM applications.
• Prior experience with any of the following products is a plus:
  
  • SAP Outlooksoft BPC or SAP BOFC (Cartesis).
  • Hyperion Planning, Hyperion Essbase, Hyperion Financial Management (HFM).
  • FDM (Financial Data Quality Management) or UpStream.
  • IBM Cognos.
  • Other EPM solutions.
  • Other GSI/RSI partner implemented SaaS solutions i.e. BlackLine, Trintech, Workiva etc.
  
  
  
  

Knowledge, Skills, and Abilities

• Excellent project skills related to product implementation.
• Excellent customer service skills.
• An ability to effectively communicate concise functional guidance and recommendations.
• Ability to develop trust and strong relationships.
• Ability to deliver difficult feedback regarding product implementations and project status.
• Desire to enable others and continuously grow functional knowledge.
• Self-directed and strong desire to succeed.
• Strong organizational skills and attention to detail.
• Ability to manage and complete multiple streams of work in a timely manner.
• Presentation skills and strong interpersonal communication abilities.
• Ability to collaborate and solve problems alone and as a team.
• Strong knowledge of financial accounting processes.
• Ability to create drafts of project status.
• Ability to diagnose and troubleshoot issues.

Who We Are

OneStream is how today's Finance teams can go beyond just reporting on the past and Take Finance Further by steering the business to the future. It's the only enterprise finance platform that unifies financial and operational data, embeds AI for better decisions and productivity, and empowers the CFO to become a critical driver of business strategy and execution. Our vision is to be the AI operating system for modern finance, digitizing core financial functions and empowering the CFO to become a critical driver of business strategy. To learn more visit www.onestream.com.

Why Join The OneStream Team

• Transparency around corporate structure, salary, and benefits
• Core value of customer success
• Variety of project work (not industry-specific)
• Strong culture and camaraderie
• Multiple training opportunities

Benefits at OneStream
OneStream employees are passionate, hardworking individuals who go above and beyond to keep our customers happy and follow through on our mission statement. They consistently deliver the best and in turn, we make every effort to keep them cared for and happy. A sample of the benefits we provide are:

• Excellent Medical Plan
• Dental & Vision Insurance
• Life Insurance
• Short & Long Term Disability
• Vacation Time
• Paid Holidays
• Professional Development
• Retirement Plan

All candidates must be legally authorized to work for any company in the country where this position is located without sponsorship.

OneStream is an Equal Opportunity Employer.

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