Partner Success Manager

EVERYTABLE, PBC•Los Angeles, CA

About The Position

The Partner Success Manager (PSM) is responsible for actively managing an assigned portfolio of Food Service partnership accounts. The PSM will have ownership over each account assigned, is expected to execute on all required operations and foster a positive partner experience. The PSM will cultivate and expand business opportunities for long-term growth within the Partner Success Team. The PSM will operate and collaborate cross-functionally with several internal Everytable teams to ensure proper execution of scheduled food service and the overall success of each partnership.

Requirements

Minimum 5+ years in account management, customer success, and/or B2B sales
Customer obsessed mentality -- strives to meet and exceed customer expectations
Willingness to experiment with processes, and desire to build something new
Thrives in a dynamic work environment-- ability to manage multiple projects, tasks, and prioritize their time and responsibilities while meeting deadlines and customer needs
Proficiency working with data and spreadsheets (Excel, Google sheets)
Excellent verbal and written communication skills -- comfortable communicating with individuals at all levels within an organization
Creative problem solver -- collaborates with others and hustles to find solutions
Interested in data analytics - able to identify trends and implement data-driven solutions to best serve customer needs and goals
Enthusiastic team player mindset -- quickly builds and maintains trust among colleagues
If hired, we require all employees to be vaccinated against COVID-19, unless a medical or religious accommodation is needed as determined on a case by case basis.

Nice To Haves

Experience in food service operations -- knowledge of food tech & logistics a plus

Responsibilities

Manage and serve as primary point of contact for a portfolio of Institutional Food Service partnership accounts
Collaborate with Strategic Partnerships/Business Development team to implement and on-board new food service accounts -- coordinate and oversee service launch, follow up with partner post-launch for feedback and to address additional support needs.
Understand partners’ unique food service needs, making knowledgeable recommendations, addressing partner requests, concerns and/or changes to program.
Through thoughtful and frequent communications, the PSM will build and nurture long-term relationships with each partner and become a trusted source of support.
Identify common service failures and adjust menu planning and account settings to eliminate them -- collaborate with management and internal teams as needed to accomplish alignment with partner’s needs to the best of our ability.
Frequently engage with high-priority partners to identify and adequately address unmet needs.
PSM will execute on weekly deliverables including but not limited to menu planning and order processing, invoicing, updating account information (as needed), and communicating with internal teams to ensure accuracy on orders and deliveries.
PSM will be responsible for addressing operational requirements and customer needs throughout the week, remaining available early mornings and weekends if necessary to troubleshoot issues to fulfill these duties
Analyze product COGS to ensure profitability when creating weekly/monthly menu selection for each partner account.
Serve as the point of contact for the partner administrators, their staff, and internal Everytable teams for each Food Service account.
Attend and participate in team meetings, voicing challenges, opportunities for improvement, and potential solutions that require management support & escalation.
Build strong internal working relationships with cross-functional teams to drive partner success goals: business development, strategic partnerships, fulfillment, finance, logistics, and marketing.
When order or delivery issues arise, lead the recovery coordination by making knowledgeable decisions and communicating clearly with internal teams/leaders.
Accurately process weekly and monthly invoices for all food service partner accounts -- execute duties by weekly deadlines, and collaborate with Everytable Finance team to resolve billing/payment related questions, discrepancies, and collections challenges.
Identify opportunities for additional business within existing partnerships, and collaborate with Strategic Partnerships/Business Development for new contract and renewal processes, obtaining necessary information for SP/BD to provide appropriate and timely proposals.
Mentor, train, and serve as a supportive resource with any new Partner Success team members.
Hit or exceed KPIs and/or financial performance as set forth by Director of Partner Success (ie. site visits, menu COGS, marketing initiatives, special projects).
Achieve 90% account retention through the life of Food Service contracts -- mitigate churn through creative problem solving.