Partner Success Manager

About the Role

Rocket Travel by Agoda is looking for a Partner Success Manager to join our growing Operations team that will oversee our non-enterprise accounts. A Partner Success Manager is a critical part of the success of our partners and shared customers. Partner Success ensures partners can onboard efficiently, escalate concerns easily, and be assured that shared customers will receive excellent service.

The Partner Success Manager will work closely with our Commercial and Partnerships team to develop a positive, collaborative relationship with all our partners. They are responsible for ensuring the partner adopts established operational processes and for demonstrating the value of said processes and how servicing can positively impact the partner’s customers.

Rocket Travel is a place where you:

• Work with teammates across the globe who have a passion for finding solutions backed by data and strategy.
• Take moonshots by going above and beyond to hit and exceed our goals as a team.
• Rise together by working collectively to elevate ourselves, supporting one another and catching each other when we fall.
• Own decisions and take action that can be implemented in a matter of days (or hours).
• Receive a competitive compensation package, including bonus, 401k with match, flexible vacation time, maternity and paternity benefits, health, and dental insurance.
  • Total Compensation is based on experience - Salary: The starting point for this salary is $70,000 base, Bonus: up to 19%
• Can have a flexible work schedule. We have great offices in Chicago’s West Loop and in NYC’s Empire State building, we have a hybrid team, and a flexible work environment
• Share your passion for travel with equally adventurous and spontaneous teammates.
• Work within Booking Holdings (NASDAQ: BKNG) group of companies to create travel solutions that build customer loyalty through customized value propositions for partners around the world

As a Partner Success Manager at Rocket Travel, you will:

• Own all facets of operational readiness for partner launches. Define and coordinate partners’ servicing requirements across the Operations organization.
• Represent the Operations organization to the partner and vice versa, driving progress toward shared customer servicing goals.
• Be an expert in servicing processes and structures. Find opportunities for efficiency, automating repetitive work, and making workflows scalable.

Cross-functional Collaboration

• Align with internal and external stakeholders on partners’ business goals and operational challenges to ensure servicing can support said goals.
• Consistently engage and collaborate with commercial and partnerships teams, marketing, product, and support teams to create a seamless customer service experience and identify opportunities for improvement by understanding customer needs.
• Steer stakeholders to focus on work that will have the biggest positive impact for partners’ customers.

Account Management

• Oversee Operations-specific partner agreements, contracts, and documentation to ensure compliance and smooth operations.
• Acquire deep knowledge of partners’ servicing vision, and objectives. Anticipate partner needs and, working with internal Operations to resolve significant servicing pain points.
• Represent Operations to the partner by advocating for the customer, allowing them to understand servicing decisions and strategies. Able to push back and challenge partners, and leverage data to reinforce any recommendation.
• Earn partners’ trust and influence their customer-facing/success strategy, providing recommendations and analysis on strategies to partner.
• Handle and resolve servicing-related partner requests and concerns.

Data Analysis

• Continuously evaluate and report on partner servicing performance against set goalsCollect, analyze, and act on feedback to drive product, service, and customer experience improvements.
• Synthesize complex information into understandable themes to be able to influence and tell stories with data.

About you:

You are curious and eager to learn

• You take a customer-centric approach to service and support.
• You have 2+ years of partner management or enterprise account management experience with a track record for building and nurturing relationships as well as collaborating with multiple stakeholders.
• 2+ years of experience working with Superset or SQL.
• You have excellent organizational and project management skills. You are able to own projects from scoping & planning through to implementation and measuring success.
• You are able to appropriately prioritize initiatives with competing priorities and resources.
• You have a track record for creative problem solving for partners and customers.
• You have experience collaborating with developers, engineers, and product managers to meet customer requirements.
• You have the ability to gather and assess data to make informed, strategic decisions.
• You keep written documentation as a regular practice.
• You have strong presentation skills and can establish credibility with executives.

About Rocket Travel by Agoda

Rocket Travel by Agoda is a travel technology company founded in 2012 under our flagship consumer facing product, rocketmiles.com. Since then, we have evolved to partner with some of the largest consumer travel brands in the world creating white-label solutions that allow customers to earn and redeem miles and points for booking hotels, rental cars, flights and activities. Our global partnerships range from world-class airlines to international banks to large-scale shopping platforms. We help our partners develop successful go-to-market strategies through marketing expertise and data to support their overall growth.

We attract customers from every corner of the globe with a seamless user experience that's built in-house from ideation to finished product: our team includes front- and back-end developers, customer service, data analysts, designers, marketers, accountants, partnership sales, and managers.

Rocket Travel by Agoda is dedicated to creating a diverse, equitable, and inclusive workplace where everyone has the opportunity to reach new heights in their career, and expand their knowledge working alongside talented, dedicated colleagues. We encourage all applicants with a touch of wanderlust to apply to our team, as we work toward helping our travelers reach the vacation of their dreams.

Note on general employment requirements

Candidates should be authorized to accept employment in the US from any employer, should be willing to start within three weeks of accepting an offer, and should be able to work the same daily working hours as our Chicago office.

Equal Opportunity Employer

At Rocket Travel by Agoda, we pride ourselves on being companies represented by people of all different backgrounds and orientations. We prioritize attracting diverse talent and cultivating an inclusive environment that encourages collaboration and innovation. Employment at Rocket Travel by Agoda is based solely on a person’s merit and qualifications. We are committed to providing equal employment opportunities regardless of sex, age, race, color, national origin, religion, marital status, pregnancy, sexual orientation, gender identity, disability, citizenship, veteran or military status, and other legally protected characteristics. We will keep your application on file so that we can consider you for future vacancies and you can always ask to have your details removed from the file. For more details, please read Rocket Travel by Agoda’s privacy policy.

A Final Word:

To all recruitment agencies: Rocket Travel by Agoda does not accept third party resumes. Please do not send resumes to our jobs alias, employees or any other organization location. Rocket Travel by Agoda is not responsible for any fees related to unsolicited resumes.

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