Director, Partner Development & Customer Success

We are seeking a highly motivated and experienced Director of Partner Development and Customer Success to join the AVI-SPL emerging SaaS Line of Business. The successful candidate will be responsible for increasing Symphony SaaS’s brand awareness in the market, identifying, developing, and managing strategic partnerships and channels to drive SaaS revenue growth and expanding our market presence globally. 

The Director, Partner Development & Customer Success will oversee all aspects of our MSP and Technology Partner program.  This includes sales strategy, program development, contracting, implementation, and overall partner management resulting in new MSP logos, Symphony SaaS contract execution with MSPs, and identifying new strategic Technology Partner programs that drive revenue growth. 

The Director of Partner Development & Customer Success will also have global responsibility for all aspects of Symphony SaaS customer success for both the partner program (MSP’s & Tech Partner) and non-partner program (Global Entity) customers. This includes ensuring customers recognize the value of Symphony SaaS, have high satisfaction, increase use/adoption, and renew contracts consistently.

The ideal candidate will possess strong leadership skills, strategic thinking, and a proven track record of growth in channel sales and customer success.

• Develop and execute comprehensive and competitive channel sales strategies and action plans to achieve Symphony SaaS revenue targets, maximize market penetration and meet SaaS revenue expansion targets
• Identify, recruit, onboard, and manage channel partners to expand market reach and drive sales growth of Symphony SaaS.
• Cultivate strong relationships with channel partners, providing them with the support, resources, and incentives necessary to drive sales success.
• Stay informed about market trends, competitor activities, and industry developments to identify new opportunities and potential threats.
• Map target accounts/contracts and development of Symphony SaaS Partner Program-specific action plans.
• Provide inputs for budgeting of cost involvement with respect to any co-marketing/ promotional initiatives.
• Actively and successfully manage the sales process including working with Product Marketing on content & lead generation, developing solution pitch, negotiation of contracts, closing deals; handover to the onboarding team for fulfillment, support, etc
• Work closely with Corporate Marketing and Symphony Product Marketing to ensure alignment and integration of channel sales initiatives with overall business objectives.
• Develop training programs, resources, and materials to educate channel partners on the Symphony SaaS product.
• Work with Product Marketing to develop strategy messaging and goals necessary to attend major MSP focused trade shows & industry events.
• Present to potential clients through direct communication in face-to-face meetings, webinars, and virtual meeting room campaigns.
• Provide an open line of sight into Symphony SaaS Partner funnel and target accounts, forecast channel sales revenue, pipeline, and resource allocation.
• Track channel performance, analyze key metrics, and identify opportunities for improvement. Implement strategies to optimize channel effectiveness and maximize revenue.
• Define the Symphony SaaS Customer Success process and KPI’s (training/optimization, utilization, QBR’s, renewals, customer satisfaction, etc.) and report on progress
• Collaborate with internal teams such as marketing, product development, and finance to ensure alignment and support.
• Lead, mentor, and develop a high-performing channel sales and customer success team fostering a culture of accountability, collaboration, and continuous improvement.

• Proven ability to significantly contribute toward or lead initiatives with a result-oriented approach.
• Demonstrated leadership and management skills in a team-oriented, collaborative environment.
• Exceptional strategic thinking and structured problem-solving skills.
• Excellent communication and interpersonal skills, both verbal and written
• Ability to balance multiple tasks with changing priorities.
• Ability to negotiate conflict and maintain constructive working relationships with people at all levels of the organization.
• Self-starter capable of working independently and ensuring to meet deadlines.
• Excellent communication and interpersonal skills, both verbal and written
• Proficient with Microsoft Office (Word, Excel, Outlook, etc.)
• Valid Driver’s License and a Motor Vehicle Record that meets AVI-SPL driving standards.

• Bachelor's degree in Business Administration, Sales, Marketing, or related field; MBA preferred.
• Proven track record of success in channel sales management, and customer success with a minimum of 5-7 years of relevant experience
• Experience working in the technology and MSP channel, preferably with knowledge of software-as-a-service (SaaS) or other subscription-based business models.
• Demonstrated knowledge and experience with market analysis and strategies, and market research and development practices preferred.
• Extensive experience developing partner programs and implementing contracts that support those programs.
• Strong leadership and interpersonal skills, with the ability to motivate and influence cross-functional teams and external partners.
• Strategic thinker with a results-oriented mindset and the ability to drive initiatives from conception to execution.
• Excellent communication skills, both verbal and written, with the ability to articulate complex concepts and ideas effectively.
• Analytical mindset with the ability to interpret data, analyze trends, and make data-driven decisions.
• Demonstrated ability to thrive in a fast-paced, dynamic environment and manage multiple priorities simultaneously.
• Ability & willingness to travel extensively.

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. This job operates in a professional office environment. This role uses standard office equipment such as computers, phones, photocopiers, filing cabinets and fax machines. The work environment is generally moderate in noise (inter-office conversations and computers/printers).

The physical demands of this position are those that are necessary to meet the responsibilities and essential functions of this position.  Reasonable accommodations may be made to enable qualified individuals with disabilities to perform the essential functions. 

• This position regularly requires employees to sit, walk, and stand; talk or hear, both in person and by telephone; use hands repetitively to finger, handle, feel or operate standard office equipment.

This role will lead Partner Development Managers and Customer Success Directors (CSD’s)

AVI-SPL reserves the right to alter work hours and work location as deems necessary

AVI-SPL is an Equal Opportunity Employer/AA/Disabled/Veteran Protected
VEVRAA Federal Contractor

This pay range represents the base salary for this position. Actual compensation within the range will depend on a variety of factors including but not limited to experience, skills, and location.