PARTNER SUPPORT CHAMPION (RELATIONSHIP/PROGRAM) - REMOTE
Hi there!
We're looking for a Partner Support Champion (Relationship/Program) to join the Premier Support team at Zapier. Zapier’s on a mission to make everyone more productive at work. Zapier has helped millions of people build businesses through the power of automation.
A Partner Support Customer Champion (Relationship/Programs) directly impacts our partners’ lifetime happiness, growth on Zapier, and overall success of the Partner Program at large. The purpose of a Partner Support Customer Champion (Relationship/Programs) is to strengthen relationships with partners by providing outstanding service and guidance on growth and success through engagement with our Partner Programs and Platform.
They act as our Partners’ advocates towards Zapier and are Zapier’s ambassadors towards Partners. This helps our partners continue to find value in our platform, invest in their integration and Zapier-related roadmap, and promote Zapier widely to their users.
If you’re interested in advancing your career at a fast-growing, profitable, impact-driven company, then read on…
Our Commitment to Applicants
Culture and Values at Zapier
Zapier Guide to Remote Work
Zapier Code of Conduct
Diversity and Inclusivity at Zapier
About You
Experience, Productivity & Leadership
3-5 years experience in support, working with APIs or SaaS industry.
Can work independently effectively without supervision.
Is able to consistently multitask and context change to keep up with important team and organizational updates whilst maintaining our first response time goals.
Decision-making and leadership skills.
Business development/Relationship building acumen and skills
Strong Understanding of Zapier Relevant Technology
Strong API familiarity and knowledge.
Understands the principles behind the Partner Program and the business value Zapier brings to partners
Understands how Zapier and partners/SaaS generally collaborate on co-marketing to encourage mutual growth
Technical Troubleshooting and Familiarity of SaaS Apps
Can apply an understanding of an app category to speak to common workflows and user needs without having to know the app. For example, could speak to a new CRM Partner about how Zapier users might user their integration.
Can confidently use internal logging tools to single out wider issues and debug common problems.
Demonstrates ability to translate the impact of technical issues on user satisfaction and overall impact and value to a partner’s success via the Zapier Partner Program
Can demonstrate familiarity with multiple popular SaaS apps.
Things You’ll Do
Key Liaison between Partnerships team and Partner Support.
Builds partner relationships and engagement with the Partner Program and Zapier as a business while meeting their daily needs.
Primary focus: increasing Partner engagement with the Partner Program and best practices and developing/escalating key Partnerships relationships.
Secondary focus: meeting T1 needs for Partners around program/platform/process questions, and fielding general Partner business inquiries.
Key cross-team partners: Partnerships (Management/Launches/Strategic Alliances), Partner Sharing
Work 15-20 hours in the queue each week responding to our Dev App partners inbox, ensuring your product knowledge remains excellent
Build and improve relationships with Dev App partners focused on engagement.
Perform the usual responsibilities of a Customer Champion during queue time including filing bug reports, creating Rover notes, and ensuring your ticket metrics are at/above expectations
Consistently submit and contribute to bug reports and feature requests based on customer interactions.
Handle Partner escalations within your timezone and implement a process for teams to follow up with Professional and Professional Plus plans to have a reset call if needed as well as provide a retrospective of the issue and how we can improve.
Through collaboration with other departments develop processes, programs, and tools for managing partners assistance and enablement needs
Work cooperatively with broader Partnerships team to understand partner business objectives to align and drive Zapier initiatives
Collaborate with Partner Operations and support teams to address operational tasks, develop partner guidelines and online resources
Establish and build a trusted advisor relationship with Partners to ensure successful onboarding
Evaluate and identify opportunities to drive process and system improvements and standards of work to positively impact the Partner experience
Travel of 5% - 10% for Zapier retreats that rotate to various cities throughout North America.
The Whole Package
Location: Remote
Our flexible, distributed environment lets us work with the best people from around the world. Zapiens live in 40+ countries, including the United Kingdom, Thailand, India, Nigeria, Taiwan, Guatemala, New Zealand, Australia, and more!
Zapier offers:
Competitive salary and profit-sharing program
Equity for All: Stock options (or equivalent) for every Zapien
Healthcare + dental + vision coverage*
Retirement plan with 4% company match*
$2,000 annual learning stipend for use on courses, conferences, and more—your choice
Two annual all-company retreats
14 weeks paid leave for new parents of biological or adopted children
Customized Zapiversary rewards on your 1, 3, 5, 7 and 10 year work anniversaries
Leading-edge equipment. We set you up with an Apple laptop and provide an additional budget for you to choose other home office accessories and software you may need.
Time to renew. We encourage Zapiens to take at least 2 weeks off each year. Most of us take 4-5 weeks, in addition to locally recognized holidays.
Opportunity to work with Zapier’s amazing partners network
*While we take care of Zapiens around the world the best we can, healthcare and retirement plans are currently available specifically in the UK, Canada, New Zealand, Australia, and United States.
How to Apply
We have a non-standard application process designed to promote inclusion and equity. We first ask a few questions in our application form that would typically be asked at the start of an initial interview. This helps speed up the process and lets us get to know you a bit better right out of the gate. Please be sure to answer each question; the resume and CV fields are optional.
After you apply, you are going to hear back from us—even if we don’t see an immediate fit with our team. In fact, throughout the process, we strive to make sure you never go more than seven days without hearing from us.
Zapier is an equal opportunity employer. We're excited to work with talented and empathetic people, and do not discriminate based on race, color, sex, gender identity or expression, sexual orientation, religion, national origin, physical or mental disability, military or veteran status, genetic information, pregnancy, age, or any other status protected by local law. Our code of conduct provides a beacon for the kind of company we strive to be, and we celebrate our differences because those differences are what allow us to make a product that serves a global user base.
Zapier is is committed to inclusion. As part of this commitment, Zapier will ensure that people with disabilities are provided reasonable accommodations. If reasonable accommodations are needed to participate in the job application or interview process, please contact jobs@zapier.com.
