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About the Role

In this role, you will lead the execution and management of a best-in-class partnership success program for ACFE’s Corporate Alliance and Law Enforcement & Government Alliance partners. You will design and execute strategies that drive partner engagement, maximize benefit utilization, and support retention and revenue growth through thoughtful upselling and cross-selling. You will also cultivate strong, strategic relationships with key partner stakeholders and collaborate across Communications, Events, Education, Marketing, and other teams to deliver an exceptional, cohesive partner experience while serving as the voice of the partner within ACFE.

Responsibilities

Contributes to the development and implementation of a comprehensive partnership success program for Corporate Alliance partners and Law Enforcement and Government Alliance partners, based on customer success best practices and industry standards.
Guides new partners through onboarding, implementation, and product training to ensure early success and rapid value realization.
Develops and strengthens trusted, strategic relationships with key partner stakeholders at all organizational levels.
Monitors partner usage and engagement, proactively drives deeper product adoption, and ensures partners realize ongoing value from their ACFE partnership.
Acts as the voice of the partner internally, gathering and relaying partner feedback to relevant ACFE teams to inform product development, service improvements, and strategic initiatives.
Proactively identifies renewal risks and prevents churn through strategic intervention, relationship management, and value demonstration.
Identifies and pursues upsell and cross-sell opportunities to drive revenue growth within existing partner accounts.
Collaborates cross-functionally with Sales, Marketing, Support, and Product teams to ensure a cohesive and exceptional partner experience.
Develops and executes initiatives to increase partner benefit utilization.
Tracks partner health metrics, engagement data, and success indicators in Salesforce and other relevant systems.
Sets, monitors, and achieves goals for partner retention, benefit utilization, and revenue growth.
Supervises, coaches, and develops the Partnership Success Coordinator, ensuring high-quality execution of partnership success activities and adherence to ACFE's standards of member and customer service.
Maintains current knowledge of ACFE products, services, and partnership programs.
Performs other duties as assigned or required.

Requirements

5-7 years of progressive experience in customer success.
Proven success managing B2B customer success teams and/or programs.
Knowledge of customer success best practices and ability to apply them strategically.
Clear history of setting, meeting, and exceeding goals related to customer retention, engagement, and revenue growth.
Proven ability in organizing work, attention to detail, taking direction, managing time effectively, and handling multiple tasks in a timely manner.
Experience with leading a team and establishing operational processes.
Demonstrated ability in collaborating with internal and external stakeholders.
Ability to communicate clearly and concisely with team and leadership.
Effective usage of English grammar, syntax and punctuation; thorough understanding of style and current English usage.

Skills

Salesforce
MS Word
Excel
Access
Outlook
PowerPoint
Sitecore
Content Management Systems
Asana

Location

Austin, TX
Remote

Work Type

Remote
Hybrid

Experience Level

5-7 years

Education Level

Bachelor's degree in marketing, communications, business administration, or related field a plus.

Salary/Compensations

$85,000–$105,000 total target earnings

Benefits

100% employer-paid medical, dental, vision, long-term disability, and $25,000 life insurance for employees.
Employer contributions to dependent medical premiums.
401(k) Plan with company match.
Mostly remote work.
4 weeks of PTO, with an additional week granted after 5 years and another week granted after 10 years of employment.
Two weeks of paid parental PTO.
12 paid holidays each year.
Employee Success Sharing Bonus Program.
$400 annual reimbursement for wellness/work-from-home expenses.
Up to $5,250 per year for tuition reimbursement.
Paid Volunteer, Bereavement, and Civic Duty Hours.
Employee Assistance Program (EAP).
Social and Team-Building Events.
Fraud Knowledge Bonus.

About the Company

The Association of Certified Fraud Examiners (ACFE) is the world’s largest anti-fraud organization and a global leader in anti-fraud training and certification.
For more than 35 years, the Association of Certified Fraud Examiners has relied on its core values of service, integrity, and professionalism to become the premiere association for those working to reduce white-collar crime, fraud and corruption.
It takes a dedicated, experienced, and diverse team to serve more than 95,000 anti-fraud professionals around the world.
By prioritizing a people-first mindset and cutting-edge technology, the ACFE is a place for employees to grow in their skillset while becoming part of a global mission.