Brightspeed · 1 day ago
Partner Success Manager
Charlotte, NC
Full-time
Onsite
Senior Level
5+ years expBrightspeed is reimagining how people connect by providing fast, reliable internet connections. The Partner Success Manager will develop strategies to support partner success and revenue assurance, engaging with partners throughout the customer lifecycle and acting as a liaison between Brightspeed and the Indirect Partner Community.
InternetTelecommunicationsWireless
Responsibilities
Develop strategies that support Partner success and revenue assurance for the Indirect Channel
Implement strategies and engage with Partners throughout the customer lifecycle
Act as a liaison between Brightspeed and the Indirect Partner Community sharing Brightspeed information with Partners and advocating for Partners within Brightspeed
Define Partner success from the Partners’ perspectives and ensure Brightspeed is viewed by Partners as easy to do business with
Segment Partners and roles and personas within the partner community
Determine how each segment and each role chooses to engagement with Brightspeed and tailor our response to their needs
Define the ideal Partner experience by segment and type
Align internal policies, processes and systems to Partner needs and ensure process outcomes meet, exceed or come close to meeting Partner needs
Manage a Partner Operations Council that can assess Brightspeed policy, process and systems and guide development to better address Partner needs
Support Partners from Order Entry to First Bill
Track all open orders and provide meaningful order status to partners and prioritize orders that are prone to or experiencing problems and delays
Track high-cost pricing adjustments and communicate the high-cost rationale to Indirect and Direct Sales Team Staff and Partners affiliated with these orders
Diagnose causes of high-cost scenarios and empower Indirect Sales and Partners with suggestions to mitigate cost discrepancies prior to contracting
Set proper expectations with Partners about order cycle time and intervene and escalate on behalf of Partners when orders encounter unusual delays
Liaison with direct teams on inflight CIE orders as needed
Ensure Partners have the necessary Customer LOAs authorizing them to view and obtain proprietary customer information
Forward lifecycle management requests on CIE account to Direct Sales and their Support Teams
Act as a partner advocate on CIE accounts needing support from Direct Sales and Support teams
Handle Partner billing inquiries on NCI Accounts as needed and ensure internal billing support teams are responding effectively to these inquiries
Assist Partners and Customers to create trouble tickets on NCI Accounts as needed
Help Partners and Customers escalate of existing tickets when necessary
Assist Partners with MACD on NCI Accounts as needed and identify and position upsell and cross-sell opportunities with Partners during lifecycle support engagements
Set expectations for cycle time on billing inquiries, trouble resolution, and MACD request
Provide status updates as needed for all billing inquiries, trouble tickets, MACD requests
Engage with internal stakeholders to create the systems, policies, processes and information necessary to support this revenue management practice
Segment partners, customers, and locations by size, type and back-office retention capabilities
Develop Partner offers and playbooks by segment type and enable Partners to implement these revenue management practices
Ensure revenue retention responsibilities are clearly understood on CIE accounts and retention efforts are well coordinated between Partners and Direct CS teams
Identify Partner solutions that complement Brightspeed’s network services and voice solutions and mitigate churn risk on Brightspeed products
Develop measures of success and assess Partner adoption and adherence revenue management practices
Assess Indirect Channel revenue performance and identify issues and causes inhibiting revenue growth
Implement new programs, tactics and offers to address these issues through and with partners to overcome these barriers to growth
Develop self-service tools and the policy, process and systems that enable self-service capabilities through the customer lifecycle
Ensure the development and proper maintenance and use of the Partner Hierarchy information especially Sales IDs and LOAs
Provide the ability for Partners to act on behalf of customers and enter and submit and track status of customer orders without engaging Indirect Sales and PSMs
View invoices, create billing inquiry requests, submit trouble tickets and MACD requests throughout the lifecycle and track status without engaging Indirect Sales and PSMs
Engage with Partners to train them on self-service tools and notify them of updates and changes
Qualification
Required
Bachelor's degree in Business Administration, Marketing, Communications, or a related field
5+ years in partner management, business development, or customer success, preferably in telecommunications or technology
Strong analytical and problem-solving skills to assess data and drive partner success
Excellent communication and interpersonal skills for building relationships with partners and stakeholders
Project management proficiency to handle multiple projects and meet deadlines
Understanding of partner ecosystems, channel sales strategies, and customer lifecycle management processes
Familiarity with self-service tools and technologies for partner engagement
Proactive, results-oriented, and able to work autonomously
Agile and adaptable, open to learning new processes
Proficiency in CRM systems and data analytics; experienced with Microsoft Office Suite
Willingness to travel as needed for partner engagement and industry events
Benefits
Competitive medical, dental, vision, and life insurance
An employee assistance program
A 401K plan with company match
A host of voluntary benefits
Company
Brightspeed
Brightspeed provides fiber and broadband services, enhancing connectivity for homes and businesses with reliable telecom solutions.
1001-5000 employees
H1B Sponsorship
Brightspeed has a track record of offering H1B sponsorships. Please note that this does not
guarantee sponsorship for this specific role. Below presents additional info for your
reference. (Data Powered by US Department of Labor)
Distribution of Different Job Fields Receiving Sponsorship
Represents job field similar to this job
Trends of Total Sponsorships
2025 (6)
2023 (15)
2022 (13)
Funding
Current Stage
Late StageTotal Funding
$6.51BKey Investors
Ohio Residential Broadband Expansion GrantN.C. Division of Broadband & Digital EquityOhio Department of Development
2025-09-15Grant· $13.8M
2025-08-15Debt Financing· $1.65B
2025-06-19Undisclosed· $575M
Leadership Team
Michel Combes
Executive Chairman of the Board and acting CEO
Amy Wulfestieg
Chief Communications Officer
Recent News
Government Technology US
2026-01-16
Bizjournals.com Feed (2025-11-12 15:43:17)
2026-01-16
2026-01-07
Company data provided by crunchbase