Senior Partner Success Manager

At American Express, our culture is built on a 175-year history of innovation, shared values and Leadership Behaviors, and an unwavering commitment to back our customers, communities, and colleagues. As part of Team Amex, you'll experience this powerful backing with comprehensive support for your holistic well-being and many opportunities to learn new skills, develop as a leader, and grow your career.

Here, your voice and ideas matter, your work makes an impact, and together, you will help us define the future of American Express.

Resy is looking to add a Senior Partner Success Manager to the Partner Success team. The primary function of the Sr. PSM role is to empower and support the most strategic segment of our restaurant base via a proactive & targeted engagement model. Sr. PSMs will nurture 1:1 relationships with our highest-value restaurants in our highest-priority markets. Sr. PSMs will bring a consultative approach to the partnership and endeavor to be the trusted advisor for their book of business. This helps sustain and propel the company mission of securing the best restaurants in our most strategic markets and ensures that our Partner Success mission remains on track to raise the standard of hospitality through retention, voice of the partner, and value-add efforts.

The Sr PSM should be executing at a high level on discovery, consultancy, and advisement to ensure that these strategic partners are successful on our platform and engaged as strong partners. They should be balancing their time between these partnerships, their own professional development, and deepening their contributions to the business unit through knowledge share and process evolution. Balancing these high-touch relationships and remit will require excellent time management, a deep understanding of operations and business assessment, and exceptional verbal and non-verbal communication skills.

The Sr PSM should be able to engage with executive-level operators and be competent in producing actionable deliverables in a proactive and timely manner. The high level of operator sophistication will allow the Sr PSM to showcase their deep understanding of data analysis and to position themselves as a leader with vision for our partners and our business unit. The Sr PSM should be a resource to the PSM team and work closely with stakeholders across the organization, particularly with the Sales, Leadership, Product, Data, Strategic Partnerships, and Marketing teams.

This posting is a for a hybrid United States position. Candidates should reside in New York, NY, and expect to be in-office three days each week.

WHAT YOU'LL DO:

• Identify changes in customer expectations, values and desired outcomes, and affect manageable Success Plans with the customer over time using SMART framework
• Deliver Bi-annual Business Reviews with all direct partnerships and appropriate stakeholders
• Transition approach from a Proactive to a Predictive account management model
• Act as a client-facing trusted advisor
• Ensure restaurant partner org chart identified & champion in place
• Appropriately discussing complex positive and negative results to a range of audiences
• Prepare and deliver executive-level Customer Value Reviews with all direct partnerships and appropriate partners
• Develop advocacy and success stories with our restaurant partners
• Work with leadership to enhance the strategies and RP processes
• Establish and maintain visibility as an internal trusted advisor and inspiring leader on the team, with proven track record
• Prepare and deliver customer insights and information to a variety of internal audiences that serves as the Voice of the Customer and partner SME to the company
• Support Priority Market growth and city treatment strategies

WHO YOU ARE:

• Internal candidates need 15+ months as an Partner Success Manager with a minimum 9 months of performing at 100%+ against OKR goals; or 1 year as Senior-level, top performer for minimum 15 months on cross-functional Resy team
• Restaurant or Hospitality experience required
• 2+ years in a customer-facing or -experience role proven competency with presenting written and verbal communications, retention, and negotiations
• Demonstrated excellence in thought leadership and as the voice of the partner
• Exceptional organization and time-management are critical to this role
• Proficiency with data analysis tools and assessments required (i.e. Looker, Tableau, Excel)
• Experience with Salesforce, MS Office Suite, iOS, Atlassian required

Salary Range: $60,000.00 to $110,000.00 annually + bonus + benefits

The above represents the expected salary range for this job requisition. Ultimately, in determining your pay, we’ll consider your location, experience, and other job-related factors.

We back you with benefits that support your holistic well-being so you can be and deliver your best. This means caring for you and your loved ones' physical, financial, and mental health, as well as providing the flexibility you need to thrive personally and professionally:

• Competitive base salaries
• Bonus incentives
• 6% Company Match on retirement savings plan
• Free financial coaching and financial well-being support
• Comprehensive medical, dental, vision, life insurance, and disability benefits
• Flexible working model with hybrid, onsite or virtual arrangements depending on role and business need
• 20+ weeks paid parental leave for all parents, regardless of gender, offered for pregnancy, adoption or surrogacy
• Free access to global on-site wellness centers staffed with nurses and doctors (depending on location)
• Free and confidential counseling support through our Healthy Minds program
• Career development and training opportunities

For a full list of Team Amex benefits, visit our Colleague Benefits Site.

American Express is an equal opportunity employer and makes employment decisions without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, veteran status, disability status, age, or any other status protected by law. American Express will consider for employment all qualified applicants, including those with arrest or conviction records, in accordance with the requirements of applicable state and local laws, including, but not limited to, the California Fair Chance Act, the Los Angeles County Fair Chance Ordinance for Employers, and the City of Los Angeles’ Fair Chance Initiative for Hiring Ordinance. For positions covered by federal and/or state banking regulations, American Express will comply with such regulations as it relates to the consideration of applicants with criminal convictions.

We back our colleagues with the support they need to thrive, professionally and personally. That's why we have Amex Flex, our enterprise working model that provides greater flexibility to colleagues while ensuring we preserve the important aspects of our unique in-person culture. Depending on role and business needs, colleagues will either work onsite, in a hybrid model (combination of in-office and virtual days) or fully virtually.

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Employment eligibility to work with American Express in the U.S. is required as the company will not pursue visa sponsorship for these positions.