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American Express · 6 days ago

Resy Team Manager, Partner Success

New York, New York, United States

Full-time

Hybrid

Mid, Senior Level

$89K/yr - $150K/yr

2+ years exp

American Express is a company with a long history of innovation and a commitment to supporting its customers and employees. The Team Manager role focuses on delivering value for partners, driving market stability and growth, and fostering professional development within the team.

Credit CardsFinanceFinancial ServicesPaymentsTravel

Comp. & Benefits

No H1B

Responsibilities

Ensure we provide and deliver value for our partners, to propel market stability and growth for the business, and to empower and support the professional development of our teams

Coach and course-correct as necessary to ensure that each member of the Partner Success team is executing at a high level

Provide actionable consultancy and advisement to both internal stakeholders and our partners to encourage engagement and adoption across markets

Maintain strong lines of communication and visibility with our in-market representation and offer guidance on strategy in nurturing a proactive & targeted engagement model and advocacy across our book of business

Balance time between market strategy, professional development, and contributions to the business unit through knowledge share, cross-functional collaborations, and process evolution

Engage with executive-level stakeholders and produce actionable deliverables in a proactive manner, both internally and externally; managing down, across, and up

Drive the development of talent through ensuring individuals have clear goals with a defined path to attainment and the provision of consistent and timely feedback

Manage performance issues and showcase a deep understanding of data analysis to position as a thought leader for teams and business unit

Work closely with cross-functional stakeholders across the organization, particularly with the Revenue, Sales, Product, Data, Access, Enablement, and Marketing teams

Expand competency on presenting at an executive level, both internally and externally

Coach team performance vs. individual performance and effectively advocate needs to key stakeholders

Evaluate personal skills and abilities, prioritize and balance responsibilities, dedicating ~30% of time on day-to-day responsibilities and projects, ~60% on team development, and ~10% on partner, product, or market escalations

Execute upon cross-departmental campaigns, initiatives, or projects: Marketing, Sales, Product, Finance, Support, Enablement, and Leadership

Understand and advocate for the Partner Journey within cross-functional teams and its relationship to various Partner Success activities

Identify changes in customer expectations, values, desired outcomes, and market trends; strategize on effective Success Plans with the Partner Success team using SMART framework

Coach and reinforce a Proactive > Predictive account management model

Conduct competitive analysis and objection handling; work with team members to enhance their targeted skillsets; support Priority and Strategic city stability and growth; ensure colleague ramp and development; prepare and deliver team and departmental performance updates to a variety of internal audiences; serve as the partner and market SME and the Voice of the Customer to the company

Qualification

Data analysis toolsPartner Success managementCommunication skillsSalesforceThought leadershipTime managementCoachingCustomer advocacyNegotiationOrganizational skillsCross-functional collaboration

Required

1+ year as a Sr. PSM with minimum 9 months of executing at 90%+ against OKR goals; or 1+ year as a top performing Manager on cross-functional Resy team; or 2+ years operational hospitality or Partner Success management experience

Proven competency with presenting written and verbal communications, retention, and negotiations

Demonstrated excellence in thought leadership and as the voice of the customer

Exceptional organization, communication, and time-management are critical to this role

Proficiency with data analysis tools and assessments required (i.e. Looker, Tableau, Excel)

Expertise with Salesforce, MS Office Suite, iOS, Atlassian a huge plus