Analista de CRM Social responsible for managing client brand interactions across social media platforms. Engaging creatively and analytically to improve client relationships and insights.
About the role
- Director of Partner Success architecting full post-sales experience for AI-driven transformation in retail. Leading teams for onboarding, optimization, support, and retention strategically.
Responsibilities
- Own Partner Lifecycle & Experience
- Lead the teams responsible for onboarding, success, and support for all Partners post-sale.
- Design repeatable, scalable, AI-enhanced processes for all Partner touchpoints.
- Build systems that anticipate partner needs, drive adoption, and ensure platform stickiness.
- Build AI-Driven Processes & Automation
- Create, automate, and continuously improve communication workflows using AI tools.
- Partner with internal AI teams to integrateAI agentsinto onboarding, support, data analysis, and training.
- Implement predictive insights to identify churn risks, adoption gaps, and growth opportunities.
- Operational Leadership
- Develop detailed onboarding rollout plans and keep all timelines accountable.
- Work with Execs, Product, Eng, AI, and Partner Success Managers to create an optimal end-to-end partner experience.
- Standardize processes, establish AI-enhanced SOPs, and build dashboards that provide real-time visibility into partner health.
- Drive KPIs + Performance Excellence
- Deliver weekly & monthly KPIs such as: TTR, CSAT, NPS, Adoption Rate, Task Completions, Retention, Transaction Growth, Outbound Engagement Metrics
- Use AI-powered analytics to diagnose root causes, improve workflows, and accelerate results.
- Data, Insights & Partner Health
- Interpret internal + external data to optimize lifecycle touchpoints.
- Implement AI-based health scoring, partner segmentation, and proactive engagement triggers.
- Identify partner challenges and propose data-backed solutions.
- Cross-Functional Collaboration
- Work closely with Sales, Marketing, Product, AI, and Engineering to improve system functionality and partner experience.
- Serve as the champion for partner needs as the company builds next-generation AI features.
- Team Leadership
- Manage Partner Success Managers, Implementation Managers, and Support Leads.
- Create a culture of ownership, innovation, and accountability.
- Coach and develop team members to perform at the highest levels.
- Embed AI tools in daily workflows, empowering your team to work faster and smarter.
Requirements
- 5+ years in customer success, implementation, operational excellence, or project management
- 2+ years in a senior leadership role managing customer-facing or support teams
- Experience deploying complex technology systems (POS, kiosk, SaaS, multi-location rollouts)
- Familiarity with hardware logistics: shipping, 3PL, installs, and support operations
- Experience with iPad/Android configurations, MDM, troubleshooting
- Strong communication, presentation, and stakeholder-management skills
- Ability to diagnose issues quickly using technical + business reasoning
- Experience supporting SMB & Mid-Market in Retail/Restaurant or e-commerce is a huge plus
- Familiarity with Salesforce
- AI curiosity, adoption, and comfort leveraging AI as a core part of workflows
- Demonstrated ability to build predictive workflows, automated systems, or AI-supported processes (or eagerness to learn)
Benefits
- Equity package
- Competitive salary + bonus
- Professional development support
- Medical, dental, vision benefits
- Flexible vacation policy
- Paid holidays
- Team events, off-sites, volunteer opportunities
- 401(k)
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