Senior Director, Partner Success

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OPERATIONS MANAGEMENT Full Time Regular Manager HYBRID MNGR Atlanta, GA, US

2 days ago Requisition

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Job Title: Senior Director, Partner Success

Location: US-GA-Atlanta (Sandy Springs - Hybrid)

FLSA: Exempt

Company Overview:

Safe-Guard Product International serves Original Equipment Manufacturers (OEMs), top retailers, and independent agents in the automotive finance and insurance industry with the leading Protection Products Platform. Our platform delivers innovative protection products and solutions that protect consumers from the perils of ownership, while providing Finance & Insurance professionals the tools to ignite scalable and sustainable business growth.
Safe-Guard’s success is driven by over 850 employees, who serve more than 12,000 dealers and support contract holders across the U.S. and Canada.

For 30 years and counting, our team continues to transform the motor vehicle space, earning a stellar reputation from our partners and peers by providing:
1) the highest quality protection products in the industry,
2) a broad platform of branded product, technology, marketing, and training solutions, and
3) an unwavering commitment to uncomplicated care and customer service

Job Overview:

The Senior Director, Partner Success manages a portfolio of Safe-Guard’s OEM and captive-finance partner accounts and leads the Client Success Partners and Program Managers assigned to them. Reporting to the Vice President, Partner Success, you will run the account plans, Client Health Assessments, QBRs, escalations, and renewals for your portfolio, and you will serve as the senior relationship lead for several of our largest partners.

You will apply the Client Success standards set by the Vice President and help improve the processes the team uses. Success is measured by client health, retention and renewal results, on-time delivery of partner commitments, and the development of your team.

Job Responsibilities:

• Lead a team of Client Success Partners and Program Managers. Hire, coach, and manage performance, and help each team member grow in their role.
• Serve as the senior relationship lead for a set of strategic partner accounts, working directly with partner executives.
• Build and maintain the annual account plan for each partner in your portfolio, with clear owners and due dates tied to the growth goals set by Partner Strategy.
• Complete Client Health Assessments for your accounts on a regular schedule, flag accounts at risk, and make sure corrective actions are completed.
• Prepare and lead QBRs for your portfolio using the standard format. Work with Finance & Insights on the data, and send a recap with owners and dates within 48 hours.
• Manage client escalations for your accounts. Acknowledge issues the same day, lead the recovery plan, and keep the partner updated until the issue is resolved. Bring in the Vice President and Partner Strategy when needed, and work with Partner Operations to fix root causes.
• Prepare for renewals in your portfolio. Track renewal dates, build the value case, and support negotiations with the Vice President, Partner Strategy, and Risk & Pricing.
• Monitor the commercial health of each account, including rate and pricing reviews, invoice approval, volume rebates, contract obligations, and SLA reporting.
• Make sure partner and dealer requests go through the formal intake systems (e.g., Asana, ASC), and set shared goals…