YOUR ROLE
The Partner Success Specialist plays a crucial role within Bold Penguin's Partner Success team. This position serves as a bridge between operational execution, relationship management, and growth. The Specialist is responsible for the behind-the-scenes work that ensures partners run smoothly, covering onboarding and platform implementation, day-to-day operational support, ticket management, and internal coordination.
In this role, you will build foundational skills and gain in-depth knowledge of the platform, preparing you for a fully customer-facing partner relationship role in the future. You will work closely with senior Partner Success Managers and coordinate across various functions to achieve successful outcomes. This position is ideal for someone who is highly organized, process-oriented, eager to grow, and ready to take on increasing partner-facing responsibilities over time.
WHAT YOU'LL DO
Operational Execution & Platform Support
- Manage and triage incoming partner support tickets, ensuring timely routing, resolution, and documentation of all requests
- Handle back-end platform tasks, including partner configurations, account updates, and system maintenance
- Support onboarding workflows by completing internal setup tasks, coordinating with technical teams, and ensuring all back-end requirements are met prior to partner go-live
- Maintain accurate and up-to-date records across internal systems, including CRM updates, partner notes, and task tracking tools
- Document internal processes and maintain SOPs to support team consistency and efficiency
Reporting, Analytics & Cross-Functional Collaboration
- Monitor partner health metrics, dashboards, and engagement signals, flagging any anomalies, risks, or data inconsistencies to the appropriate team member
- Prepare internal reporting, partner performance summaries, and business review materials to support senior Partner Success Managers
- Coordinate cross-functionally with Product, Engineering, and Operations to track and follow through on open items and escalations
- Support the Partner Success Manager in executing success plans and tracking action items to completion
- Relay partner feedback and needs internally to ensure client priorities are communicated and met across the organization
Partner Relationship & Success (Developing)
- Shadow and support senior Partner Success Managers as the primary point of contact for assigned enterprise & strategic brokerage partners, learning how to build strong, lasting relationships through consistent communication and proactive support
- Support the execution of tailored success plans for each partner, including preparation for regular business reviews to assess health, address challenges, and drive platform optimization
- Assist in monitoring partner health metrics and engagement signals, helping to identify risks to satisfaction or retention early and escalating to the appropriate team member
- Help ensure partners understand and maximize Bold Penguin's full capabilities, building toward the ability to independently educate and advocate on the platform's value
- Develop familiarity with the complete partner lifecycle from onboarding through retention, including how risks are identified, churn is prevented, and upsell and expansion opportunities are surfaced, with the goal of owning these responsibilities independently over time
- Other duties and responsibilities as assigned.
Growth Path to Customer Facing: This role is intentionally designed as a development position with a clear path to full partner-facing responsibility. As you build deep platform knowledge, operational expertise, and an understanding of Bold Penguin's partner base, you will take on increasing direct partner interaction, including participating in business reviews, supporting onboarding calls, and ultimately owning your own book of partners. We are looking for someone who is ambitious, relationship-oriented, and ready to grow into a senior partner-facing role within the organization.
