Senior Manager, Partnership Success
Job Description
About R-Zero
R-Zero is on a mission to deliver a better future for all via safer, healthier shared indoor environments.Â
 Working here means you’ll help create a new category–one that bridges science, public health, and technology. You’ll ask why and achieve new outcomes, developing skills beyond your existing scope of expertise. You’ll join a diverse team of forward-thinkers, collaborating on work that will shape the future of human health.Â
No playbook exists for the problems we are solving, but our science-based approach and revolutionary technology ensure that together, we will change the world
Role Overview
As a Partnerships Success Senior Manager, you will focus on maintaining and growing relationships with R-Zero’s existing customer base. You will ensure your assigned customers are satisfied while also driving revenue growth through renewals and expansion opportunities. You will represent the voice of the R-Zero customer within the organization, communicating feedback and learnings cross-functionally. This role reports to the VP, Partnerships Success.
Key Responsibilities
- Own the entire relationship with assigned customers, including onboarding, training, product adoption, retention, and satisfaction
- Build and strengthen relationships with customers as a trusted and strategic advisor to help ensure the continued value of our products and services
- Develop and maintain customer success strategies and best practices, as well as customer support content
- Communicate effectively with both internal and external senior managers to better understand customer needs, maximize retention and growth, and share learnings
- Maintain existing customer success metrics and data as directed
- Serve as the main point of contact in all matters related to customer concerns and needs
- Develop a thorough understanding of our products and service offerings to better upsell and cross-sell to customers
- Maintain accurate customer records, keeping track of any contract updates and renewals
- Review the customer journey, determine how it’s supported, and use a consultative approach to help clients overcome issues and achieve their goals
- Collaborate, problem-solve, and/or strategize with team members on pitch decks, talking tracks, and proposals for upcoming customer interactions
- Identify upsell, cross-sell, and renewal opportunities and communicate on progress regularly
- Analyze trends in CSAT and NPS scores to identify areas for improvement
- Work with sales and marketing teams to boost customer referrals and develop case studies
- Handle inquiries and requests from customers and address their needs
R-Zero’s benefits program underscores our commitment to health equity and care for all people–including our employees. Some of these benefits include:
- Remote-first workplace
- Unlimited vacation, paid holidays
- Competitive total compensation with equity:
- Competitive compensation–backed by market research and audited annually for pay disparities–is our baseline. In addition to competitive base bay, every member of our team receives equity. We believe shared ownership leads to shared success.
- Healthcare benefits (medical, dental, vision) starting on day one. We offer coverage for employees, their spouses/domestic partners, and their children. Employee plans are covered at 100%.
- 12 weeks paid parental leave for all genders
- Access to Maven Clinic, which supports all paths to parenthood, including surrogacy, IVF, adoption, and egg freezing
- 401(k) program starting on day one
- Coverage for mental health care, with in-person and virtual treatment options
- AD+D and life insurance
Studies show that women and people of color tend not to apply for jobs if they don’t meet every single qualification. At R-Zero, we are dedicated to building a diverse and inclusive workplace, so if you’re excited about this role, we encourage you to apply–even if your experience doesn’t perfectly align with every bullet point in the job description. You may be just the right candidate for this, or another opportunity
Date Posted
06/02/2023
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