ABOUT CLOCKWORKS ANALYTICS

Clockworks Analytics is a leading provider of Fault Detection and Diagnostics (FDD) for the built environment. The Clockworks partner channel is comprised of select Controls, Mechanical, FM and Engineering service providers who leverage the Clockworks analytics platform to drive new service offerings, open ongoing revenue streams and promote competitive differentiation. Our partners leverage the automated analytics Clockworks provides to transform their manual, time-based services into proactive, impact-driven services.

THE ROLE

Clockworks Analytics is hiring a Director of Partner Success to lead our global team of Partner Account Managers (PAMs). This is a player-coach role: you'll set the strategy and standards for how we manage partner relationships at every stage of maturity, coach and develop a distributed team of PAMs, and personally own the highest-leverage partner relationships and escalations.

The Director of Partner Success ultimately owns the health of Clockworks existing partners, and is responsible for the expansion and retention of that existing client base.

You'll report into the VP of Customer Success and work cross-functionally with Sales, Product, Operations, and Marketing to make sure our partner channel scales successfully.

WHAT YOU'LL DO

Global Team Leadership

• Coach and lead a cohesive global team of Partner Account Managers (PAM).
• Run regular team meetings and individual check-ins to set standards for PAMs to provide top notch customer success.
• Mentor PAMs and help build their skillsets related to product knowledge, commercial acumen, operational expertise and customer service.
• Encourage the effective use of AI tools by PAMs to increase productivity, and drive better outcomes for customers.

Partner Program Strategy & Enablement

• Own the broad strategy of enabling digital service transformation for controls/mechanical service providers across the globe.
• Refine the playbook for how partners operationalize Clockworks to drive better service delivery, and better business outcomes for their own organizations.
• Guide PAMs on how to manage partners through each stage of the relationship: from pre-agreement business development support, through year-one onboarding, to steady-state service transformation.
• Build enablement materials, standardize best practices across the team, and evolve the partner program as the business grows.

Renewal and Expansion Ownership

• Own responsibility for the company’s goals of expanding business from existing partner accounts.
• Own responsibility for the company’s goals of retaining existing partner business/reducing existing partner downsell and churn.
• Maintain visibility into renewal health, expansion pipeline, and scope discrepancies across the full partner portfolio, and report metrics up to Clockworks leadership on a regular basis.

Account Management Oversight

• Enable PAMs to own their individual books of business, and their regular interactions with partner clients.
• Serve as a point of escalation for PAMs. Help them navigate complex account situations, and step in when leadership’s voice is warranted.
• Contribute to Quarterly Business Review (QBR) meetings for strategic partner relationships.
• Maintain executive level relationships with leadership counterparts at existing partner organizations.

Business Development Support

• Support demos and business development efforts for new and expanding partnerships, particularly where deal complexity calls for director-level involvement.

Cross-Functional & Organizational Support

• Represent the partner channel's needs to other parts of the Clockworks organization.
• Ensure partner feedback shapes the roadmap for the Clockworks product.
• Foster a culture of open collaboration with other parts of the Clockworks commercial team: sales, marketing, service, etc.

WHAT WE'RE LOOKING FOR

• 7+ years experience in the building industry, preferably in controls and mechanical service organizations.
• Experience supporting technical products; building analytics, HVAC/BMS, energy management, or FDD experience is a strong plus
• Experience in partner management, channel success, or customer success, including experience managing or mentoring a team
• Track record of building or scaling a partner/channel program, ideally in B2B SaaS
• Comfort operating at both a strategic level, and in the weeds solving front line problems for customers.
• Strong commercial instincts and willingness to take ownership of a conversation to talk pricing, contract negotiation, and renewal strategy as fluently as you can talk product and workflow.
• The desire and ability to identify and pursue commercial opportunity in any scenario with a client.
• A desire to take on challenges and change the status quo around how service businesses operate.
• Excellent written and verbal communication; you can represent the partner channel credibly to executive stakeholders
• Willingness to travel for on-site partner workshops and key account reviews (every 4 to 6 weeks).

WHY CLOCKWORKS

Clockworks Analytics is a mission-driven team building technology that materially reduces energy waste and improves how buildings run. You'll have real ownership over how a growing partner channel scales, direct access to leadership, and a team that takes the craft of customer success seriously.