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Partner Success Manager



Vancouver, BC, Canada
Posted on Wednesday, June 19, 2024

Our Business

FISPAN is an Enterprise SaaS FinTech company that allows banks to deploy embedded financial products and services to create a seamless banking connection for their corporate clients. Our product aims to provide instant scale and reach for banks who want to remove friction and add value by enabling their commercial banking clients to access banking services through their preferred operational software. Founded in 2016 by renowned entrepreneur Lisa Shields, FISPAN is on a mission to create the best product in the FinTech industry, and fundamentally change the way that companies bank. Being the market leader in ERP-banking, we work with the world’s Tier 1 banks with assets exceeding up to $3T, including J.P. Morgan Chase.

With our rapid growth, we are looking for dynamic and passionate individuals to join our high performance team, in an inclusive culture, that rockets us to number 1 in our space. FISPAN recognizes that passionate, hard working individuals with diverse backgrounds are what makes innovation happen. Being a Vancouver based start-up, our modern and scenic office is located in downtown’s historic Marine Building. 3

As a Partner Success Manager, you will play a vital role in driving the success of our strategic partnerships and fostering long-term, mutually beneficial relationships. Your ability to build trust, provide value, and collaborate effectively will be key to achieving partner satisfaction, retention, and revenue growth.

Key Responsibilities:

  • Partner Relationship Management:
    • Leading and managing partner accounts as it relates to platform and operational priorities and work with internal stakeholders to prioritize and deliver partnership improvement programs
    • Develop and nurture relationships with strategic partners, serving as their main point of contact for all inquiries, requests, and escalations.
    • Coordinating monthly and quarterly business reviews to assess business achievements, performance, objectives, and future roadmap with a focus on overall partner satisfaction
    • Lead communications with partners related to critical incidents affecting availability of services
  • Partner Success and Enablement:
    • Collaborate with partners to define success metrics and develop joint business plans to achieve mutual goals
    • Conduct regular business reviews with partners to assess their progress, address challenges, and identify areas for improvement.
    • Provide guidance to partner internal teams supporting the FISPAN solution products and services effectively.
    • Coordinate and deliver training sessions, webinars, and workshops to educate partners on product updates, features, and industry trends.
  • Partnership Growth and Maturity:
    • Track and report on partner performance metrics, including SaaS revenue, customer acquisition, and retention rates
    • Developing strong working relationships with partners to understand business objectives, identify business development opportunities and/or needs for the platform and inform product roadmap
  • Partner Advocacy:
    • Act as a champion and advocate for partners within our organization, ensuring their needs and concerns are addressed promptly and effectively
    • Represent the voice of partners during internal discussions and decision-making processes
    • Provide weekly updates to executive team on all account activity
    • Providing initial product and informational support for customers escalating all bugs/issues to the relevant internal channels to get resolved in a timely manner.
  • Product Expert
    • Acting as a subject matter expert on the platform and its uses for users, addressing any questions regarding the product/platform and services

What you will be measured on:

  • Revenue Retention and Growth
  • Customer Satisfaction and Advocacy
  • Adoption and Engagement

Required Skills and Qualifications:

  • 5+ years of experience in Customer Success Management or Account Management
  • Experience with B2B Platforms
  • Bachelor's degree in Commerce, Information technology, or related field
  • Ability to maintain composure in stressful situations, respond to customer needs quickly and effectively, adapt to change, and be comfortable with ambiguity
  • Program Management: Ability to successfully oversee and coordinate multiple projects or initiatives to achieve set objectives and targets
  • Detailed-oriented: Ensuring that tasks, responsibilities and commitments are completed timely
  • Strong Communication: Excellent communication skills to compose value-based emails, deliver concise presentations, and turn complex topics into consumable content
  • Data driven: A solid understanding of business performance metrics, and a willingness to embrace data and experience in interpreting data analytics and deriving insights that drive customer value
  • Customer Obsession: Resolute focus on the needs of the customer above all. Views problems through the customer’s lens first, basing decisions and prioritization around their needs
  • Follow-through: High motivation, bias to action and strong prioritization. Can work proactively and independently to bring all assigned work to completion with speed and accuracy
  • Empathy: Able to relate to others with a different view or experience. Quickly keys into the needs of customers or collaborators, demonstrating sensitivity in responding to challenges
  • Collaboration: Assertive with humility—able to lead change in a positive way. Maintains high standards for verbal and written communication, and is always professional under pressure
  • Analytical thinking: Leverages experience and expertise to quickly identify and comprehend complex problems. Adept at understanding how technical things work and walking someone else through the details

Why Work With Us?

  • Experienced team

Our CEO’s previous venture, Hyperwallet, was purchased by Paypal and ranks as one of the largest Canadian acquisitions! A seasoned leadership team with relevant experience scaling technology companies from start-up through growth phases to acquisition. Join our team to build your network and engage in mentorship opportunities.

  • Start-Up Environment

FISPAN’s start-up nature implies autonomy and leadership over projects. Our employees hold a higher level of responsibility and are presented with various hands-on opportunities from the get-go. We want our team to reach their full potential and career aspirations.

  • Rich Culture

We understand that personal growth happens on multiple levels, which is why we encourage a work-life balance to have family time, explore new ideas and develop hobbies. At FISPAN, you can also expect various virtual and in person company-wide events and clubs to drive engagement.

  • Perks

Our prime downtown Vancouver office is close to a Skytrain, prestige shopping, and coastal views. FISPAN employees have access to our building fitness center and amenities, fully stocked cupboards, weekly team lunches, and daily coffee runs. We also set our employees up for success by providing the most modern MacBook and Apple equipment.

Compensation and Benefits Package

FISPAN believes in an atmosphere and culture when innovation can flourish, collaboration and teamwork are valued and transparency is at the core of it all. We want our employees to see how the ideas they help generate today have an impact on how we do business tomorrow.With that, the hiring salary range for this position is $68,800-$80,000 annually; the base pay offered is based on comparable market data from companies of similar employee size, revenue and location.As part of our total rewards offering, permanent employees in this position may be eligible for our competitive semi-annual bonus program, subject to program eligibility requirements.

At FISPAN, we reward employees for achieving their objectives, going beyond the requirements of their job, demonstrating leadership, fostering innovation and advancing the organization as a whole. We value talented people of all backgrounds and characteristics that share our vision of being the number one platform for the business banking ecosystem.

Other components of our towards rewards offerings include support of career development, wellbeing, and personal growth.

  • Extended health and dental benefits
  • Paid time off
  • Savings and retirement plan matching
  • Parenthood top-up
  • Mentorship programs, and leadership series (to name a few)

Note: The incentive programs, benefits, and perks have certain eligibility requirements and may vary, only be partially or not at all available based on criteria such as location, employment status, etc. We’ll be happy to clarify eligibility for interviewing candidates.

Diversity, Equity & Inclusion

As FISPAN continues to grow, we are committed to celebrating diversity, endorsing equity, and encouraging inclusion because it makes sense for our business and creates a culture of diverse ideas that results in a high performance culture. This starts in the recruitment process by providing the most diverse candidate pool to our leaders as we can. From there leaders decide on the best candidate for the job based on their merits