Job Description
Partner Success Manager I Roles & Responsibilities
Reports to: Sr. Director of Customer Success
Position Overview:
The Partner Success Manager (PSM) is responsible for actively managing an assigned portfolio of Food
Service partnership accounts. The PSM will have ownership over each account assigned, is expected to
execute on all required operations and foster a positive partner experience. The PSM will cultivate and
expand business opportunities for long-term growth within the Partner Success Team. The PSM will
operate and collaborate cross-functionally with several internal Everytable teams to ensure proper
execution of scheduled food service and the overall success of each partnership.
Responsibilities:
• Manage and serve as primary point of contact for a portfolio of Institutional Food Service
partnership accounts
• Collaborate with Strategic Partnerships/Business Development team to implement and on-board
new food service accounts -- coordinate and oversee service launch, follow up with partner post-
launch for feedback and to address additional support needs.
• Understand partners' unique food service needs, making knowledgeable recommendations,
addressing partner requests, concerns and/or changes to program.
• Through thoughtful and frequent communications, the PSM will build and nurture long-term
relationships with each partner and become a trusted source of support.
• Identify common service failures and adjust menu planning and account settings to eliminate
them -- collaborate with management and internal teams as needed to accomplish alignment with
partner's needs to the best of our ability.
• Frequently engage with high-priority partners to identify and adequately address unmet needs.
• PSM will execute on weekly deliverables including but not limited to menu planning and order
processing, invoicing, updating account information (as needed), and communicating with internal
teams to ensure accuracy on orders and deliveries.
• PSM will be responsible for addressing operational requirements and customer needs throughout
the week, remaining available early mornings and weekends if necessary to troubleshoot issues
to fulfill these duties
• Analyze product COGS to ensure profitability when creating weekly/monthly menu selection for
each partner account.
• Serve as the point of contact for the partner administrators, their staff, and internal Everytable
teams for each Food Service account.
• Attend and participate in team meetings, voicing challenges, opportunities for improvement, and
potential solutions that require management support & escalation.
• Build strong internal working relationships with cross-functional teams to drive partner success
goals: business development, strategic partnerships, fulfillment, finance, logistics, and marketing.
• When order or delivery issues arise, lead the recovery coordination by making knowledgeable
decisions and communicating clearly with internal teams/leaders.
• Accurately process weekly and monthly invoices for all food service partner accounts -- execute
duties by weekly deadlines, and collaborate with Everytable Finance team to resolve
billing/payment related questions, discrepancies, and collections challenges.
• Identify opportunities for additional business within existing partnerships, and collaborate with
Strategic Partnerships/Business Development for new contract and renewal processes, obtaining
necessary information for SP/BD to provide appropriate and timely proposals.
• Mentor, train, and serve as a supportive resource with any new Partner Success team members.
• Hit or exceed KPIs and/or financial performance as set forth by Director of Partner Success (ie.
site visits, menu COGS, marketing initiatives, special projects).
• Achieve 90% account retention through the life of Food Service contracts -- mitigate churn
through creative problem solving.
Position Requirements:
• Minimum 5+ years in account management, customer success, and/or B2B sales
• Customer obsessed mentality -- strives to meet and exceed customer expectations
• Willingness to experiment with processes, and desire to build something new
• Thrives in a dynamic work environment-- ability to manage multiple projects, tasks, and
prioritize their time and responsibilities while meeting deadlines and customer needs
• Proficiency working with data and spreadsheets (Excel, Google sheets)
• Excellent verbal and written communication skills -- comfortable communicating with
individuals at all levels within an organization
• Creative problem solver -- collaborates with others and hustles to find solutions
• Interested in data analytics - able to identify trends and implement data-driven solutions
to best serve customer needs and goals
• Experience in food service operations -- knowledge of food tech & logistics a plus
• Enthusiastic team player mindset -- quickly builds and maintains trust among colleagues
• If hired, we require all employees to be vaccinated against COVID-19, unless a medical
or religious accommodation is needed as determined on a case by case basis.
Compensation & Benefits
• Base salary commensurate with experience
• Full health benefits including medical, dental, vision
• Employee discount
• Eligibility for 401k plan
Everytable is proud to be an equal opportunity workplace. We are committed to equal
employment opportunities regardless of race, color, ancestry, religion, national origin, sexual
orientation, age, citizenship, marital status, disability, gender identity or Veteran status. We
encourage women, people of color and LGBTQ people to apply. Everytable is a Fair Chance
employer and will consider qualified applicants with arrest and/or conviction records for
employment.
In accordance with Everytable's duty to provide and maintain a workplace that is free of known
health and safety hazards , the Company has adopted a mandatory COVID-19 vaccination
policy to safeguard the health of its employees and its customers. As such, the Company
requires that all employees be fully vaccinated against COVID-19 upon hire. For the purposes of
this policy, "fully vaccinated" shall mean two weeks have passed since: (i) applicant obtained
their second dose in a 2-dose series, such as the Pfizer or Moderna vaccines; or (ii) applicant
has obtained a single-dose vaccine, such as Johnson & Johnson's Janssen vaccine. Applicants
shall submit proof of vaccination either with their application or as part of their onboarding
process
In the event that an applicant requires a reasonable accommodation due to a disability or a
sincerely held religious belief, the Company will provide an accommodation to the extent it can,
if the applicant is hired.
Job Tags
Contract work, Weekend work, Early shift