Lead and manage partner accounts in relation to platform and operational priorities

Collaborate with internal stakeholders to prioritize and deliver partnership improvement programs

Develop and nurture strategic partner relationships as the main point of contact

Coordinate monthly and quarterly business reviews

Lead partner communications regarding critical service-availability incidents

Define success metrics and develop joint business plans with partners

Assess partner progress, address challenges, and identify improvement areas

Plan, execute, and monitor changes to client support and onboarding processes

Guide partner internal teams in supporting FISPAN products and services

Coordinate and deliver training sessions, webinars, and workshops

Track and report partner performance metrics, including revenue, customer acquisition, and retention

Identify business development opportunities and platform needs and inform the product roadmap

Advocate for partners within FISPAN and represent their voice in internal decisions

Provide weekly updates to the executive team on account activity

Provide initial product and informational support to customers

Escalate bugs and issues through relevant internal channels

Act as a subject matter expert on the platform, products, and services

Address user questions regarding the product and platform

Drive time-to-revenue, onboarding, retention, adoption, and support-satisfaction outcomes

Requirements 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

Ability to respond to customer needs quickly and effectively

Ability to adapt to change and be comfortable with ambiguity





Ability to oversee and coordinate multiple projects or initiatives

Detailed-oriented approach to completing tasks, responsibilities, and commitments timely

Excellent communication skills for value-based emails and concise presentations

Understanding of business performance metrics

Experience interpreting data analytics and deriving customer-value insights

Robust customer-focused mindset

Ability to work proactively and independently

Strong prioritization and follow-through

Empathy and sensitivity when responding to challenges

Professional verbal and written communication under pressure

Analytical ability to identify and comprehend complex problems

Ability to understand technical concepts and explain them to others

Core Competencies Demonstrates expertise in Customer Success Management and Account Management, with a strong focus on developing strategic partner relationships and driving performance metrics. Proficient in coordinating training sessions and managing multiple projects while maintaining excellent communication and analytical skills.

Highest-signal resume keywords Customer Success Management

B2B Platforms

Data Analytics Interpretation

Performance Metrics Understanding

Strategic Partner Relationship Development

ATS Optimization Keywords Hard Skills Customer Success Management

Account Management

Data Analytics

Performance Metrics

Project Coordination

Business Development

Onboarding Processes

Training Delivery

Technical Concept Explanation

Joint Business Planning

Soft Skills Excellent Communication

Empathy

Adaptability

Detail-Oriented

Proactive Problem Solving

Certifications &

Qualifications Bachelor's Degree in Commerce

Bachelor's Degree in Information Technology

Industry Keywords Partner Accounts

Service-Availability Incidents

Customer Acquisition

Customer Retention

Support Satisfaction

📌 Senior Partner Success Manager (Vancouver)
🏢 FISPAN Services
📍 Vancouver