Customer Success Specialist engaging with ACA software clients to maximize product utilization. Resolving issues and fostering strong client relationships through proactive support and feedback.
About the role
- Director, Partner Success managing and growing key partner relationships for Asurion. Focused on delivering program performance, supporting partner growth, and aligning internal teams.
Responsibilities
- Manage partner relationships, acting as the primary day-to-day contact
- Build trusted relationships across key partner stakeholders, including operational and mid-level leadership
- Drive and measure performance metrics (KPIs) of the account to ensure mutual growth, customer experience, contract compliance, and profitability.
- Support commercial discussions and lead resolution of partner issues or escalations
- Lead regular partner check-ins and client business reviews (QBRs/MBRs)
- Identify opportunities for performance optimization, operational improvement and cost efficiencies
- Collaborate with Product, Ops, Tech, and Legal to execute partner initiatives
- Translate partner feedback into internal insights
- Drive clarity and execution through structured plans and measurable results
Requirements
- Bachelor’s degree required; Master’s degree or equivalent advanced education preferred.
- Over 7 years of progressive experience in BPO or call center operations, client success, or partner management roles.
- Background in service- or product-focused organizations, with a deep understanding of customer experience and service delivery.
- Exceptional communication, leadership, and project management skills with the ability to collaborate across functions and geographies.
- Skilled in data-driven decision-making, using performance metrics and analytics to identify trends, optimize processes, and improve outcomes.
- Willingness to travel up to 20%
Benefits
- Health insurance
- Professional development opportunities
Job title
Job type
Experience level
Salary
Not specified
Degree requirement
Location requirements
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