Partner Success Specialist at Justworks (View all jobs)

New York, New York

Who We Are

At Justworks, you’ll enjoy a welcoming and casual environment, great benefits, wellness program offerings, company retreats, and the ability to interact with and learn from leaders in the startup community. We work hard and care about our most prized asset - our people.

We’re helping businesses get off the ground by enabling them to focus on running their business. We solve HR issues. We’re data-driven and never stop iterating. If you’d like to work in a supportive, entrepreneurial environment, are interested in building something meaningful and having fun while doing it, we’d love to hear from you.

We're united by shared goals and shared motivations at Justworks. These are best summed up in our company values, which are reflected in our product and in our team.

Our Values (https://www.justworks.com/careers#values)

If this sounds like you, you’ll fit right in.

Who You Are

You are deeply committed to enhancing partner relationships and dedicated to supporting their journey from onboarding to renewal. With a strong background in customer or partner support within business environments, you excel in a dynamic, fast-paced setting. Your approach is characterized by empathy, meticulous attention to detail, and a proactive mindset. You are adept at understanding complex systems and simplifying them for others, leveraging your strong communication skills to improve partner experiences and satisfaction.

Your Success Profile What You Will Work On

• Onboarding and Enablement: Facilitate the onboarding process for new partners using established models and contracts, ensuring a smooth transition and a strong start to the partnership.

• Continuous Support and Relationship Management: Serve as the primary point of contact for partner inquiries, overseeing the resolution process and ensuring partners receive timely and effective support.

• Program Management and Optimization: Assist in the development and refinement of partner programs, focusing on scalability and enhanced partner engagement through tools such as FAQ sections, self-serve resources, and structured training programs.

• Issue Resolution and Advocacy: Manage partner support tickets through Zendesk, act as an advocate for partner needs within the organization, and collaborate with cross-functional teams to address and resolve issues.

• Renewal and Retention: Support the renewals process, working closely with partners to plan and prepare for renewal discussions, handle communications, and gather feedback to improve the renewal rates and overall partner satisfaction.

• Documentation and Feedback Integration: Collect and document partner feedback, translating it into actionable insights to drive continuous improvement in the partner journey and support framework.

  How You Will Do Your Work

As a Partner Success Specialist, how results are achieved is paramount for your success and that of our organization. In this role, your foundational knowledge, skills, abilities and personal attributes are anchored in the following:

• Empathy and Understanding - Approach all partner interactions with empathy, aiming to understand and address their needs thoroughly and efficiently.

• Detail-Oriented Execution - Focus on the details of each task, whether it’s handling support tickets, managing renewals, or updating FAQ documents.

• Cross-Functional Collaboration - Work seamlessly with other departments, including Customer Service, Sales, Marketing, and Product teams, to advocate for partners’ needs and streamline processes.

• Proactive Communication - Keep partners informed about updates and changes, anticipate their questions, and provide clear, concise information to enhance their understanding and satisfaction.

• Feedback Integration - Regularly collect and analyze partner feedback to improve processes and touchpoints throughout the partner lifecycle.

In addition, all Justworkers focus on aligning their behaviors to our core values known as COGIS. It stands for:

• Camaraderie - Day to day you can be seen working together toward a higher purpose. You like to have fun. You’re an active listener, treat people respectfully, and have a strong desire to know and help others.

• Openness - Your default is to be open. You're willing to share information, understand other perspectives, and consider new possibilities. You’re curious, ask open questions, and are receptive to thoughts and feedback from others.

• Grit - You demonstrate grit by having the courage to commit and persevere. You’re committed, earnest, and dive in to get the job done well with a positive attitude.

• Integrity - Simply put, do what you say and say what you'll do. You’re honest and forthright, have a strong moral compass, and strive to match your words with your actions while leading by example.

• Simplicity - Be like Einstein: “Everything should be made as simple as possible, but no simpler.”

  Qualifications

• Experience: Minimum of 2+ years in a support role, preferably within a tech, HR, or service-focused industry.

• Technical Skills: Proficiency with customer support platforms such as Zendesk and CRM systems; familiarity with Asana or similar project management tools is a plus.

• Communication Skills: Exceptional written and verbal communication skills, with the ability to simplify complex issues and provide clear, easy-to-understand solutions.

• Education: Bachelor’s degree in Business Administration, Communication, or related field preferred.

• Customer Service: Strong background in customer service or partner support, with a proven track record of improving customer or partner satisfaction.

• Analytical Skills: Ability to analyze feedback and performance data to identify trends and recommend improvements.

  The base wage range for this position based in our New York City Office is targeted at $109,000.00 to $119,900.00 per year.

  #LI-Hybrid #LI-JT1

  Actual compensation is based on multiple factors that are unique to each candidate, including and not limited to skill set, level of relevant experience, and specific work location. Salary ranges for positions based in other locations may differ based on the cost of labor in that location.

  For more information about Justworks’ Total Reward Philosophy, including all of the perks and benefits we are proud to offer our team members, please visit Total Rewards @ Justworks (https://www.justworks.com/careers#total-reward-philosophy) .

  Diversity At Justworks

  Justworks is committed to maintaining a workplace where diversity of identity, culture, and life experience is the norm and is celebrated authentically and respected consistently. Diversity in our work, our people, and our product drives creativity and innovation, entrepreneurial leadership and integrity, competitiveness, and collaboration throughout our business and in the market. We depend on our differences to make our team stronger, our workplace more dynamic, and our product accessible to all of our customers.

We’re proud to be an equal opportunity employer open to all qualified applicants regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital or familial status, disability, pregnancy, gender identity or expression, veteran status, genetic information, or any other legally protected status. Justworks is fully dedicated to providing necessary support to candidates with disabilities who may require reasonable accommodations. We also provide reasonable accommodations to employees based on their sincerely held religious beliefs, as well as for other covered reasons consistent with applicable federal, state, and local laws. If you're in need of a reasonable accommodation, please reach out to us at accommodations@justworks.com. Your comfort and success matter to us, and we're here to ensure an inclusive experience.

Our DEIB Report and Our DEI Commitment (https://justworks.com/blog/black-lives-matter-90-days-later)