Manager, Partner Success
Apply NowCompany: HomeServe USA
Location: Norwalk, CT 06854
Description:
HomeServe USA, a Brookfield Infrastructure Group portfolio company is a Great Place to Work, and while we're biased, we're not just saying that. We're proud to have been certified as a Great Place to Work the last five years. What does HomeServe do and what makes it so great? Well, we're glad you asked!
We put people at the heart of everything we do. That's priority number one for all of us. For the nearly 5 million customers we serve, that means being there when they have an emergency home repair need, such as getting their a/c working, clearing their clogged pipes, or fixing broken electrical systems. With over 1,300 municipal and utility partners, that means providing their customers with access to affordable home repair plans, making it easier, faster and less expensive to have their home repair needs met. And for the more than 1,500 people working alongside us, it means fostering a rewarding, inclusive and challenging career experience that we think is second to none. At HomeServe, everyone is welcome. We know that having diverse teams has a positive impact on our work and ultimately helps us better serve our customers.
No matter your role at HomeServe, you're part of a growing team that's working to make home repairs and improvements easy.
Position Overview:
As a Manager, Partner Success at HomeServe, you'll develop and strengthen relationships with utility partners by understanding their needs; remaining in regular, thoughtful, contact; and by functioning as their advocate within the organization. You'll support partners by providing them with information about their performance through various reports, addressing escalated customer support issues, and managing the marketing material approval process. Maintaining a balanced approach to partner relationships is critical to this role and requires the capability of knowing how to communicate corporate initiatives to achieve partner buy-in.
Additionally, you'll identify growth opportunities with existing partners, network within the partner account and industry, and leverage internal knowledge to benefit your partners. You'll achieve this by building strong internal relationships with various departments within the organization including marketing, operations, IT, customer service and our contact center. This high-impact position reports to the Sr Account Manager of Account Management.
We're looking for someone who is solution-oriented and that really wants to listen, address concerns and make things happen. Self-starters thrive in this role, especially when they understand the value of working as a team.
Responsibilities:
Essential Functions:
Essential Job Function
% of Time on Function
Partner Communication & Presentations
30%
Campaign Review & Approval
25%
Reporting & Analysis
25%
Issue Resolution & Coordination
20%
Total
100%
Job Requirements:
Minimum Physical Requirements:
The physical demands described represent those that must be met by an employee to successfully perform the essential functions of this position. Reasonable accommodations may be made to enable individuals with disabilities to perform the functions of the position for which they work. While performing the duties of this position, the employee is regularly required to listen, talk, and hear. The employee frequently is required to use hands or fingers, handle or feel objects, tools, or controls while executing tasks like working on a computer or talking on the telephone. The employee is occasionally required to stand; walk; sit; and reach with hands and arms. The employee must occasionally lift and/or move up to 15 pounds. Specific vision abilities required by this position include close vision, distance vision, and the ability to adjust focus. The noise level in the work environment is usually moderate to low.
This job description is intended to provide guidelines for job expectations and the employee's ability to perform the position described. It is not intended to be construed as an exhaustive list of all functions, responsibilities, skills, and abilities. Additional functions and requirements may be assigned by supervisors as deemed appropriate.
Salary Range: $89,712.36 to $119,616.48
Annual Bonus Potential: 10%
The wage range for this role takes into account the wide range of factors that are considered in making compensation decisions including but not limited to seniority, merit, geographic location where the work is performed, education, experience, travel requirements for the job, and/or other business and organizational needs.
#LI-ONSITE
#LI-SM1
HomeServe USA is an equal opportunity employer.
Equal Opportunity Employer
This employer is required to notify all applicants of their rights pursuant to federal employment laws. For further information, please review the Know Your Rights notice from the Department of Labor.
We put people at the heart of everything we do. That's priority number one for all of us. For the nearly 5 million customers we serve, that means being there when they have an emergency home repair need, such as getting their a/c working, clearing their clogged pipes, or fixing broken electrical systems. With over 1,300 municipal and utility partners, that means providing their customers with access to affordable home repair plans, making it easier, faster and less expensive to have their home repair needs met. And for the more than 1,500 people working alongside us, it means fostering a rewarding, inclusive and challenging career experience that we think is second to none. At HomeServe, everyone is welcome. We know that having diverse teams has a positive impact on our work and ultimately helps us better serve our customers.
No matter your role at HomeServe, you're part of a growing team that's working to make home repairs and improvements easy.
Position Overview:
As a Manager, Partner Success at HomeServe, you'll develop and strengthen relationships with utility partners by understanding their needs; remaining in regular, thoughtful, contact; and by functioning as their advocate within the organization. You'll support partners by providing them with information about their performance through various reports, addressing escalated customer support issues, and managing the marketing material approval process. Maintaining a balanced approach to partner relationships is critical to this role and requires the capability of knowing how to communicate corporate initiatives to achieve partner buy-in.
Additionally, you'll identify growth opportunities with existing partners, network within the partner account and industry, and leverage internal knowledge to benefit your partners. You'll achieve this by building strong internal relationships with various departments within the organization including marketing, operations, IT, customer service and our contact center. This high-impact position reports to the Sr Account Manager of Account Management.
We're looking for someone who is solution-oriented and that really wants to listen, address concerns and make things happen. Self-starters thrive in this role, especially when they understand the value of working as a team.
Responsibilities:
- Collaborate with internal teams and external partners to guide proposed marketing campaigns through the approval process, ensuring timely feedback and negotiating revisions as needed.
- Review marketing creative, identifying areas for improvement, addressing potential issues, and proposing effective solutions.
- Create and deliver partner presentations-both formal and informal-focused on performance metrics, SLAs, new services, products, channels, and expansion opportunities.
- Assist in the development of internal and external performance reviews, providing insights for strategic partner discussions and executive presentations.
- Coordinate with cross-functional teams to execute key elements of partner initiatives and projects.
- Investigate and resolve escalated consumer concerns raised by partners, ensuring a prompt and satisfactory resolution.
- Compile and analyze monthly partner reports, along with supporting ad hoc reporting requests.
- Track marketing performance trends, compiling reports and insights to support optimization efforts.
- Monitor marketing budgets and forecast potential shortfalls, proactively implementing strategies to address gaps and maximize ROI.
Essential Functions:
Essential Job Function
% of Time on Function
Partner Communication & Presentations
30%
Campaign Review & Approval
25%
Reporting & Analysis
25%
Issue Resolution & Coordination
20%
Total
100%
Job Requirements:
- Bachelor's degree
- A minimum of 5 years of account management in marketing, advertising, or consulting
- Able to travel up to 10-20% consistently throughout the year
- Strong interpersonal, communication, and presentation skills
- Ability to manage multiple, competing priorities
- Superior organizational, planning and project management skills
- Intermediate Word, Excel and PowerPoint skills
- Continuity, subscription or membership marketing experience
- Advanced PowerPoint and Excel experience, especially if as an analyst
- Able to work in a fast-paced, dynamic, and growth-oriented organization
- Excellent written and verbal communications skills
- Comfort with public speaking, crafting delicate messages via email and able to have a strong presence in a room
- P&L experience is a plus
Minimum Physical Requirements:
The physical demands described represent those that must be met by an employee to successfully perform the essential functions of this position. Reasonable accommodations may be made to enable individuals with disabilities to perform the functions of the position for which they work. While performing the duties of this position, the employee is regularly required to listen, talk, and hear. The employee frequently is required to use hands or fingers, handle or feel objects, tools, or controls while executing tasks like working on a computer or talking on the telephone. The employee is occasionally required to stand; walk; sit; and reach with hands and arms. The employee must occasionally lift and/or move up to 15 pounds. Specific vision abilities required by this position include close vision, distance vision, and the ability to adjust focus. The noise level in the work environment is usually moderate to low.
This job description is intended to provide guidelines for job expectations and the employee's ability to perform the position described. It is not intended to be construed as an exhaustive list of all functions, responsibilities, skills, and abilities. Additional functions and requirements may be assigned by supervisors as deemed appropriate.
Salary Range: $89,712.36 to $119,616.48
Annual Bonus Potential: 10%
The wage range for this role takes into account the wide range of factors that are considered in making compensation decisions including but not limited to seniority, merit, geographic location where the work is performed, education, experience, travel requirements for the job, and/or other business and organizational needs.
#LI-ONSITE
#LI-SM1
HomeServe USA is an equal opportunity employer.
Equal Opportunity Employer
This employer is required to notify all applicants of their rights pursuant to federal employment laws. For further information, please review the Know Your Rights notice from the Department of Labor.