About Intermedia

Are you looking for a company where YOUR VOICE is heard? Where can you MAKE A DIFFERENCE? Do you THRIVE in a FAST-PACED work environment? Do you wake every morning EXCITED to work with GREAT PEOPLE and create SUCCESS TOGETHER? Then Intermedia is the place for you.

Intermedia has established itself as a leading provider of cloud communications and collaboration tech that allows companies to connect better. We have a strong track record of growth, profitability, and creating an environment where everyone matters. Everyone. While we are fast-paced and admittedly a bit intense, we promise that you won’t be bored. You will find Intermedia is a place where you can indulge your passion for creating and supporting great cloud technology. What’s more, we always look to promote from within and have many employees who have been with us 10, 15, and 20+ years!

Culture at Intermedia is built on teamwork and transparency. We hold each other accountable and always have each other’s back!

Are you ready to make your mark?

About The Role:

As a member of Intermedia’s Customer Success organization as a Partner Success Manager, you will play a pivotal role in ensuring our clients achieve their business objectives and maximize the value of our solutions while providing an exceptional customer experience. You will serve as the primary point of contact for named partner accounts, building strong relationships, and collaborating with cross-functional teams to deliver outstanding business outcomes. This position requires a strong technical background and the ability to come up to speed quickly on Intermedia’s products and services portfolio, specifically Unified Communications as a Service (UCaaS), Contact Center as a Service (CCaaS), and Microsoft 365.

A significant part of this role is serving as an advocate, often functioning as the liaison between our partners and other internal Intermedia departments such as Technical Support, Onboarding, Customer Service, Sales, Product Management, and Development/Engineering.

One of the key responsibilities of a PSM is to deliver partner enablement best practices and leadership for end customer outcomes. This requires that you understand your partners’ business and with them, determine what goals and objectives they would like to achieve. Relationship building will be the key to success for anyone in this role. A strong positive attitude and true desire to contribute to our partners’ customer’s success is critical. This is a post-sales, non-quota carrying account management position.

What you will be doing:

• Develop and maintain strong partner relationships with Intermedia’s strategic partners.
• Responsible for the partner’s perception of their relationship with Intermedia as measured by the NPS score on relationship surveys and CSAT surveys.
• Function as the non-sales point of contact for Intermedia’s partner community. This may require engaging other departments within Intermedia such as Product Management, Marketing, Training, Billing, Support, Onboarding, and/or Sales, as appropriate.
• Champion Intermedia’s roadmap to fulfill competitive advantages for partners to deliver to their end customers. Understand and advocate for a partner’s roadmap needs with Product Management.
• Be an expert on the partner’s onboarding customer experience and needs.
• Provide customers with best practices and information on industry trends and outcomes related to application and integrations for their end customers.
• Evangelize Intermedia’s products, services, and certification training to our partners for outcomes that lead to increased adoption and expansion of existing products and services is key in this role.
• Take ownership of escalated Technical Support and Billing cases as well as overall case management.
• Participate in Partner Quarterly Business Reviews with the Channel Sales team.
• Proactively co-plan expansion business requirements, best practices, and strategic renewal management using key customer portfolio KPIs with partners.
• Deliver an exceptional partner experience, resulting in referenceable accounts for the partner.
• Manage Partner identified At-Risk accounts, providing special engagement to accelerate resolution.
• Coordinate Key Account UC and CC Health Checks as needed.

What you will bring to the role:

• Exceptional written and verbal communication in English.
• Ability to lead cross functional business and technical teams to provide timely issue resolution.
• 5-10 years’ experience in providing strategic advisory and account management services.
• Proven track record of successfully managing client relationships and results delivery.
• Experience creating and delivering customer presentations, trainings, and webinars.
• Management of a portfolio of large strategic partners or customers.
• Excellent analytical and problem-solving skills with a strong sense of customer commitment.
• Minimum 2 years’ experience working in a CCaaS and UCaaS environment.
• Must be available for after-hours escalations, meetings during U.S. business hours, and possible travel to partner or customer locations.
• This is a remote position. Must have professional environment conducive to working from home.
• Four-year college degree or equivalent experience.

Diversity, Inclusion, and Equal Opportunity

We hire, promote, and compensate employees based on their ability to perform their job responsibilities, without regard to race, color, creed, religion, sex, gender, marital status, national origin, ancestry, age, citizenship, physical or mental disability, sexual orientation, or any other basis protected by applicable law (collectively referred to in our Code of Conduct as “Protected Classes”). We do not tolerate employment discrimination in the workplace, and we are committed to making reasonable accommodations for identified disabilities or other limitations as required by all applicable laws. We are an equal opportunity employer and value diversity at our company. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.