Job Description

About Pearl

Pearl is shaping the future of dentistry with a suite of AI solutions developed to establish higher standards of quality and care for patients worldwide. Since 2019, our team has engineered FDA-cleared computer vision capabilities for interpretation of dental imagery — industry-leading capabilities which clinicians, practice owners, labs and insurers use to elevate the efficiency, accuracy and consistency of dental care around the world.

Who We're Looking For

The Partner Success Manager is a pivotal role responsible for managing relationships with Pearl AI's integration partners, ensuring post-sale support and long-term success. You will create tailored training content, deliver education, and foster collaboration to ensure partners are equipped to deploy and utilize Pearl's platforms effectively. This role works cross-functionally with internal teams and directly with partners to optimize integration outcomes, enhance customer satisfaction, and reduce churn.

• Relationship Management: Serve as the primary point of contact for integration partners' post-sale success and support teams, fostering strong relationships and alignment.
• Training and Enablement:
  • Develop and deliver tailored training content for partners to drive effective implementation, deployment, and utilization of Pearl's platforms.
  • Conduct training sessions for new partners on customer success, support best practices, and Pearl platform functionality.
  • Collaborate with internal Training & Education teams to document best practices and create partner-specific training materials.
• Issue Mitigation: Proactively address and resolve issues with mutual customers by ensuring partners understand Pearl's ecosystem, integration workflows, and escalation channels.
• Content Development: Create resources for Pearl's internal Help Center tailored to integrated partners, providing clear guidance on implementation and support processes.
• Webinars and Updates: Host periodic webinars for partners to train them on new releases, features, and best practices.
• Feedback Loop: Gather feedback from partners and mutual customers, providing actionable insights to the Product team to improve the integration experience.
• API Optimization: Collaborate with partners to ensure they utilize Pearl's APIs effectively, driving optimal integration and customer outcomes.
• Churn Mitigation: Support partners in understanding Pearl's value proposition and implementing value realization strategies to minimize churn among mutual customers.
• Escalation Management: Act as an escalation point for at-risk or escalated customers, ensuring timely communication and resolution in collaboration with partner contacts.

Key Performance Indicators (KPIs):

• Adoption & Utilization: Measured by the level of adoption and engagement with Pearl's integrated platform by partners and mutual customers.
• Churn Rate: Reduction in churn among mutual customers driven by partner-related integrations.

Other Performance Indicators:

• Training Effectiveness: Partner satisfaction with training sessions and resources provided.
• Issue Resolution: Timeliness and effectiveness of resolving escalated customer issues.

Feedback Implementation: Quality and frequency of actionable feedback provided to the Product team.

What You'll Need to Succeed

• Bachelor's degree in Business, Marketing, or a related field (or equivalent experience).
• 3+ years in customer success, partner success, or a related role, preferably in a SaaS or integration-focused organization.
• Experience working with APIs and technical integrations is a plus.
• Strong relationship management and communication skills.
• Ability to create and deliver effective training materials and webinars.
• Proficiency in collecting and synthesizing feedback for product improvement.
• Problem-solving mindset with a focus on customer satisfaction.

What We Offer:

• Competitive Benefit and Compensation Offerings
• Ongoing Training and Development Opportunities
• Unaccrued, Flexible PTO
• Remote Work

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