Partner Success Manager

POSITION SUMMARY:

The Partner Success Manager partners with clients and internal teams to ensure consistent, high-quality staffing and service delivery. Serving as a trusted advisor, the position aligns client needs with delivery execution while leading quality control and process improvement efforts across the consultant lifecycle. By embedding quality standards into workflows and systems, this role supports scalable operations, service excellence, and long-term client success.

Essential Functions:

To perform this job, an individual must perform each essential function satisfactorily with or without reasonable accommodation.

Key Responsibilities:

Client Partnership
• Serve as the primary client contact, owning overall account health, SLA performance, issue resolution, and client satisfaction.
• Act as the voice of the customer internally and lead regular client engagements (status meetings, MBRs/QBRs).
• Identify opportunities to expand value, strengthen partnerships, and support growth initiatives.

Implementation & Delivery Leadership
• Lead client implementations and ongoing delivery by managing project plans, timelines, resources, and risks.
• Coordinate cross-functional teams to ensure seamless execution and timely resolution of escalations.
• Support new initiatives, enhancements, and upsells by helping to define what is needed and ensuring a smooth handoff to delivery teams.

Operational Performance & Reporting
• Ensure compliance with client requirements and contractual standards.
• Develop and present performance reporting using SLAs, KPIs, and account metrics; analyze results and drive improvement actions.

Quality Control & Consultant Lifecycle Oversight
• Design and lead a staffing quality control program across recruiting, onboarding, placement, and client delivery.
• Establish quality benchmarks, conduct audits, monitor consultant lifecycle metrics, and implement corrective actions.
• Ensure quality expectations are clearly defined, communicated, and achieved across teams.

Process Improvement & Scalability
• Analyze data to identify trends, risks, and process gaps.
• Partner with recruiting, sales, operations, technology, training, and workforce teams to drive standardization, automation, and scalable solutions.

Documentation, Training & Executive Enablement
• Maintain quality standards, process documentation, and best practices.
• Provide training and coaching on quality and compliance expectations.
• Deliver concise, actionable insights to senior leadership highlighting risks, trends, and opportunities

Additional Information:
• Demonstrate regular and reliable attendance
• Availability to work flexible hours, including evenings and weekends, as needed
• Travel to various client locations or campuses

Perform other duties as assigned
• Confidentiality - Access to and/or work with sensitive and/or confidential information
• Skilled in applying policies and procedures, with strong knowledge of corporate standards and recommended practices.

Knowledge, Skills, & Abilities:

Education:
• Bachelor's degree in Business, Human Resources, Healthcare Administration, or related field preferred.

Experience:
• 2-3+ years of experience in quality assurance, onboarding, consultant relations, or staffing operations (preferably within healthcare IT).
• Experience managing multiple priorities at a given time and maintaining high levels of professionalism and responsiveness.

Key Qualifications:
• Excellent organizational and communication skills

Excellent communication and interpersonal abilities
• Ability to manage multiple priorities in a fast-paced environment
• Customer service-oriented mindset with a focus on problem-solving and follow-through
• Familiarity with CRM or ATS systems (e.g., Bullhorn, Salesforce, or similar) preferred
• Working knowledge of Microsoft Office Suite and related business tools