Director of Partner Management & Support

New York, New York
Holler

Holler is an AI powered content engine that helps people discover the perfect sticker or GIF in messaging apps. Every day, millions of people use Holler to have richer conversations with content that improves their self-expression in chat.

We’re seeking a Director of Partner Management to build out a partner management and support practice. If you are entrepreneurial, operationally minded, and have excellent customer interfacing skills, this is a great opportunity to own and create a new functional area within an organization on the bleeding edge of messaging technology.

Responsibilities:

• Manage ongoing relationships
• Identify and share partner product roadmaps and KPIs to drive mutual success
• Facilitate Holler’s growth within partner ecosystems
• Produce partner reporting and evolve and streamline the practice targeting a self-service model in the future
• Act as the first line of support for issues with our SDK/product and coordinate with product and engineering to remediate
• Develop and manage a knowledge library of known issues and solutions
• Support the contracting process by drafting SOWs and setting SLAs
• Own implementation and upgrade process by identifying opportunities to productize and streamline partner onboarding and upgrading processes, developing/refining implementation materials, and owning onboarding and integration process
• Act as project manager and first line of support for all new implementations
• Develop a long-term roadmap for a self-service partner sign-up process
• Develop a support function within Holler by identifying and selecting technology for support and developing processes for knowledge management, documentation, and support escalation
• Build a practice around managing and onboarding content partners as our offering evolves
• Partner with Sales team in implementation hand-offs and overall customer relationship management
• Collaborate with Ad account management team to advise on what is possible in the Holler network and to troubleshoot delivery issues as they arise
• Coordinate with the Product and Engineering teams to learn about our product and roadmap, advise on market forces affecting our partners, and support and escalate existing and new implementations

Requirements:

• 5+ years’ experience in support or partner management/customer success; preferably for a SaaS company
• Technologically conversant
• A creative mind that thrives on coming up with innovative strategies and solutions in order to breakthrough with limited resources
• Sound business judgement with strong strategic and analytical capabilities
• Experience in, and passion for, a startup and/or fast-paced environment
• Outstanding communication, management, teamwork and interpersonal skills

Holler is proud to be an Equal Opportunity and Affirmative Action employer. We do not discriminate based upon race, religion, color, national origin, sex (including pregnancy, childbirth, or related medical conditions), sexual orientation, gender, gender identity, gender expression, transgender status, sexual stereotypes, age, status as a protected veteran, status as an individual with a disability, or other applicable legally protected characteristics. We also consider qualified applicants with criminal histories, consistent with applicable federal, state and local law. Holler is committed to providing reasonable accommodations for candidates with disabilities in our recruiting process. If you need any assistance or accommodations due to a disability, please let us know.