Job Description

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 energetic 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 acti

📌 Senior, Partner Success Manager (Canada)
🏢 FISPAN
📍 Canada