At Sapper, our number one priority is maintaining positive relationships with our clients and performing at the highest level possible. To better meet that standard, we recently decided to expand our team, develop new roles, and provide more resources to our clients. In this series, we will explain each of the new roles, the intention behind them, and the value they offer to Sapper’s clients.
While transforming the team structure at Sapper, we split the Client Success Manager into several roles. Those include the Partner Success Manager, Campaign Strategist, and Partner Delivery Manager. This split (known internally as Banana Split) allowed us to create specialized roles to cultivate specific skill sets in our team while providing more support for our clients.
In this blog post, we will review the client’s right hand and main point of contact, the Partner Success Manager. This role is an expert communicator who aims to achieve 100% client satisfaction – no small feat.
Who is a Partner Success Manager?
It goes without surprise that the Partner Success Manager is responsible for managing the success of all clients within Sapper. They are the listening ear on client calls, the quick response to an urgent email, and the liaison between the client and our internal team. In short, their role is to ensure clients are satisfied. This includes managing client relationships, conducting monthly results calls, compiling client presentations, answering all client questions, and ensuring that they are receiving value from the Sapper service.
While the Partner Success Manager handles all client communication, they also work with the Campaign Strategist and Partner Delivery Managers to ensure that the best strategy is in circulation. The Partner Success Manager is responsible for creating the feedback loop that informs our team on what is working and what’s not. They take qualitative feedback from the client on how meetings are going, with the goal of delivering quality meetings that result in a return on the client’s investment with Sapper.
How Do Partner Success Managers Benefit Sapper’s Clients?
Communication is the key to any successful relationship. The Partner Success Manager is an expert at communication and capable of managing critical information both externally and internally. The Partner Success Manager offers our clients a direct line of communication to give campaign feedback and receive important updates. This role is too important to be shared with other responsibilities and taking a specialty approach allows us to be 100% available to our clients.
Stay tuned for future blog posts on the Sapper team. If you have any questions on your current team, reach out to your Partner Success Manager. If this role sounds like a perfect fit for you, click here to see any openings.