Partner Success Manager

CapsLock  builds exceptional marketing solutions for large partners in the home improvement industry. We don’t just advertise our clients’ products or services - we build long-term marketing solutions within the context of permanent partnerships.

Our people are the backbone of everything we do and are our most valuable asset. Our business model demands top talent across the board, and we aim to create conditions that attract and retain the best individuals globally.

We are looking for an A-Player who is client-focused, detail-oriented, self-motivated, digitally savvy, and results-driven. The Partner Success Manager is responsible for maintaining and cultivating existing CapsLock clients and working with the director of sales and team leads to grow the company.

As a Partner Success Manager, you will play an important role, assisting with all facets of client services and interacting with all departments, including IT, media, creative, and analytics. This role provides a great opportunity for growth if you excel in working in a fast-paced environment.

This role will be responsible for key business priorities that help amplify the growth of our business, share best practices, and implement operational improvements. Reporting to the Sales Director and team leads, this position requires superior account management skills, big-picture thinking, and the ability to successfully lead cross-functional teams that collectively contribute to multifaceted digital campaigns.

At CapsLock, we embrace and respect the collective and unique talents, experiences, and perspectives of all people. We put a large emphasis on culture and personal characteristics.

Main responsibilities :

• Effectively manage and grow positive client relationships
• Provide weekly client status updates, capture action items, disseminate info across teams, and effectively manage expectations both internally and externally
• Monitor timelines and progress on all client projects
• Ensure clients are clear on all process-related questions and pivot where necessary
• Develop workflow and process between internal teams & troubleshoot when issues occur
• Develop project timelines and monitor progress
• Facilitate the transition of new clients as they migrate to CL’s lead gen campaigns
• Develop and maintain collaborative relationships with teams throughout the organization, including Analytics, Creative, IT, and Media Buying
• Maintain an in-depth knowledge of client businesses, current KPIs, and historical activity
• Work with the data team to forecast and track key assigned account metrics (e.g. weekly / monthly sales results and forecasts)
• Stay abreast of industry trends and business opportunities
• Proactively learn and understand industry best practices and future work concepts
• 3+ years of relevant work experience, preferably in a lead generation agency.
• Strong data-driven decision-making skills
• Proficient in analyzing data reports and communicating findings to clients
• Experience working with cross-functional teams
• Proficiency in software tools such as Microsoft Office, Google
• Proven ability to communicate with C - Level Executives and possesses strong presentation skills
• Experience in building and refining internal sales processes
• Excellent negotiation skills
• Strong organizational and time management skills : process-oriented
• Ability to manage budgets and project plans efficiently
• Comfortable with frequent meetings and adept at managing schedules
• Self-motivated and capable of working independently and remotely in a fast-paced, rapidly changing environment
• Excellent oral and written communication skills
• Ability to multitask, establish priorities and organize efficiently
• Demonstrated ability to effectively manage multiple client needs against tight deadlines
• Fluent in English
• Ability to work in a fast-paced, rapidly changing environment
• Capable of building and sustaining trust among clients and colleagues
• Can see the bigger picture when working on granular tasks / projects to ensure everything stays on track

Personal Characteristics :

Nice to Have :