Overview: The Partner Success Manager (PSM) plays a vital role in fostering strong, collaborative relationships between AgentSync's remote professional partners (our independent contractors) and client partners. This position is responsible for ensuring the successful implementation and ongoing support of the solutions offered to clients, with a focus on enhancing partner satisfaction and achieving mutually beneficial outcomes. The PSM will act as a neutral mediator, promoting effective communication and problem-solving while providing tailored support based on the unique needs of each partnership. Compensation: 2000 AUD/month (paid bimonthly) Work Schedule: Monday to Friday 9:00 AM to 6:00 PM Sydney Time (Inclusive of 1 hour unpaid lunch break) Location: Remote Key Responsibilities: Partner Onboarding: Facilitate onboarding for new remote professionals and client partners, ensuring a clear understanding of expectations and workflows. Partner Offboarding: Ensure remote professional and client compliance with the comprehensive offboarding and transition process in place, Support & Resources : Provides partners with tools, resources, and support needed to perform effectively, which can include access to training, dedicated resources, and technical support. Communication Management: Ensure effective communication between remote professionals and client partners to resolve any issues or misunderstandings promptly. Proactive Issue Resolution & Strategic Escalation: Takes ownership of day-to-day problem-solving by implementing AgentSync’s established Ways of Working protocols for addressing operational challenges, contractor concerns, and client-related issues. Demonstrates sound judgment in issue resolution, taking ownership of challenges and applying a proactive approach to problem-solving. Able to resolve matters independently where appropriate, and exercises thoughtful gatekeeping by escalating only when necessary. Cadence of Accountability and Consultation : Participate in biweekly meetings with the Founder and Client Growth Manager to receive updates, align on priorities, and consult on key contractor or client-related matters. Strategic Collaboration : Work closely with partners to understand their unique needs and develop tailored strategies for success. Check-ins and Feedback: Schedule and facilitate regular check-ins with both client partners and their assigned remote professionals to assess progress, address concerns, and build strong relationships. Workflow Improvement: Assist partners in optimising workflows and setting clearer expectations to enhance collaboration. Performance Management:Guide VAs in understanding and achieving client-defined KPIs through mentoring, coaching, and collaborative problem-solving, ensuring expectations are met fairly and effectively Continuous Improvement & Best Practice Sharing : Encourages feedback and collaborative improvement efforts, along with sharing best practices to enhance performance over time. Attendance Coordination : Collaborate with Admin to manage first-hour attendance call-outs and promptly notify clients of VA unavailability and/or arranging temporary coverage, ensuring clear communication and minimal disruption to workflows. Qualifications: Bachelor’s degree in any field Strong interpersonal and communication skills, with the ability to build rapport and trust with diverse stakeholders. Excellent problem-solving skills and a proactive approach to addressing challenges. Experience in project management and the ability to manage multiple priorities effectively. Experience in client-facing roles and/or people management-related roles Prior experience in a startup or small-to-medium business environment is strongly preferred. The role requires a high level of autonomy, proactivity, and comfort working within a fast-moving, less structured setting. Experience in coaching/mentoring to achieve performance goals an advantage Familiarity with remote work practices and virtual collaboration tools (e.g., Zoom, Slack, Trello, etc.) is a plus. Skills and Competencies: Relationship Management: Ability to cultivate positive relationships with remote professionals and client partners, ensuring a high level of satisfaction. Analytical Thinking: Ability to analyse problems, feedback and performance data to inform decisions and drive improvements. Adaptability: Comfortable working in a fast-paced environment and adapting to changing circumstances and needs. Collaboration: Strong team player who works well with others to achieve common goals
