Partner Success & Implementation – Mill

Location: New York, New York or San Bruno, CA

Overview: In this position, you will play a critical role in driving the adoption, satisfaction, and retention of our enterprise customers, beginning in the commercial office sector. This individual will be responsible for ensuring our clients achieve maximum value from our solutions as we scale rapidly.  You will own the customer relationship, while also working cross-functionally to operationalize our commercial offering.  You will have the opportunity to shape our customer experience and success processes from the ground-up, and set the standard for future growth.

Roles/Responsibilities: 

1. Partner Implementation:
   • Develop and deliver on bespoke launch plans tailored to each client’s unique needs. This includes travelling to launches at client sites across the U.S.
   • Coordinate cross-functional teams to ensure seamless installation, integration, and initial use of our product in commercial office settings.
   • Design and deliver training & enablement programs and materials to help clients maximize the value of our solutions.
   • Partner with internal technical teams to establish and manage processes for addressing customer issues and concerns, to ensure hardware or software challenges receive timely and effective resolution.
2. Partner Relationship Management:
   • Serve as the primary point of contact for enterprise clients, building strong relationships with key stakeholders, and maintaining and optimizing a regular meeting cadence.
   • Act as the voice of the customer internally, advocating for their needs and ensuring alignment with our product and service offerings.
   • Collaborate with sales and product teams to identify opportunities for account growth and upselling.
3. Scaling Partner Success:
   • Deliver on success metrics and KPIs for enterprise customers, tracking and reporting on progress.
   • Create scalable systems, tools, and documentation to support rapid growth in enterprise accounts.
   • Provide insights and recommendations for expanding the partner success team as the business grows.
   • Stay informed about industry trends and best practices to continuously improve the customer experience.

Qualifications: 

• Bachelor’s degree in business, environmental science, engineering, or a related field.
• 5+ years of experience in customer success, account management, partner operations, or a related role, preferably in a B2B or enterprise setting, even better with hardware solutions.
• Strong project management skills with the ability to manage multiple accounts and priorities simultaneously.
• Excellent interpersonal and communication skills, with a knack for building trust and credibility with clients.
• Familiarity with hardware implementation and/or SaaS platforms is a plus.
• Passion for sustainability and climate tech.