Partner Support Manager
Checkr’s mission is to build a fairer future by designing technology to create opportunities for all. We believe all candidates, regardless of who they are, should have a fair chance to work. Established in 2014 and valued at $5B, Checkr is using technology to bring hiring to the next level. Our People Trust Platform uses machine learning to help thousands of companies modernize their background check process and make hiring safer, more efficient, and more inclusive. Some of our customers include Uber, Instacart, Doordash, Netflix, Compass Group, and Adecco.
A career with Checkr is an opportunity to work with some of the best and brightest minds, disrupt an industry for a better future, and give otherwise overlooked candidates access to employment. Checkr has been recognized in Forbes Best Startup Employers and is a top Y Combinator company by valuation.
The Checkr team is looking for a Partner Support Manager. This role is responsible for managing the support relationship between Checkr and our channel partners. The PSM will partner with cross-functional counterparts (both internal and external) to understand Partner and Partner Customer feedback, CSAT and metric trends, escalations, and the overall partner support landscape in order to develop a unique improvement roadmap; building, maintaining and iterating on additional supplementary documentation and educational resources with a goal of program advancement and scalability.
Responsibilities:
- Partner with cross-functional counterparts to own new partner support enablement; including, but not limited to:
- Internal Support Communication
- Internal enablement for support team
- External enablement for partner support team
- Ownership of preparation, analysis, and delivery of partner support metrics, to both internal and external stakeholders at cadence dictated by partner tier
- Lead support-focused meeting for both internal and external stakeholders, aimed at reviewing Partner Health Metrics and developing an overall improvement roadmap, as well as supplementary resources and documentation as-needed (cadence dictated by partner tier)
- Partner with cross-functional counterparts [INT + EXT] to understand Partner and partner-customer feedback, CSAT and metric trends, and performance in comparison to overall partner landscape
- Work with cross-functional counterparts to build, maintain and iterate on additional supplementary documentation and education resources with a goal of program advancement and scalability
- Develop and iterate on Partner-specific Continuous Improvement Strategy; with a focus on shared-customer satisfaction and mitigating unnecessary volume drivers
- Owner of creating/updating partner User Guide content in Help Center
- Acts as primary point of contact for partners support escalations
- Work with Program Manager to communicate feedback and data, helping to inform and iterate on scalable approach to partner support strategy
Skill & Experience Requirements:
- 2+ years of demonstrated success in partnership facing role
- Must be an effective communicator (both written and oral), able to tailor message format and content to audience effectively
- Proven ability to achieve towards defined metrics and goals
- Strong experience working cross-functionally and building influence in a dynamic, high energy, growth-minded culture
- Excellent analytical capabilities to breakdown complex tasks into executable, sequential, and measurable steps
- Be open-minded, innovative, and solution-oriented
*The base salary for this position will vary based on geography and other factors. In accordance with Colorado law, the base salary for this role if filled within Colorado is $85,000 - $100,000.
#LI-Remote
What you get
- A fast-paced and collaborative environment
- Learning and development allowance
- Competitive compensation and opportunity for advancement
- 100% medical, dental, and vision coverage
- Up to 25K reimbursement for fertility, adoption, and parental planning services
- Flexible PTO policy
- Monthly wellness stipend, home office stipend
Equal Employment Opportunities at Checkr
Checkr is committed to hiring talented and qualified individuals with diverse backgrounds for all of its tech, non-tech, and leadership roles. Checkr believes that the gathering and celebration of unique backgrounds, qualities, and cultures enriches the workplace.
Checkr also welcomes the opportunity to consider qualified applicants with prior arrest or conviction records. Checkr’s commitment to diversity extends to hiring talented individuals in spite of a prior criminal history in accordance with local, state, and/or federal laws, including the San Francisco’s Fair Chance Ordinance.