Tekmetric

• Build and maintain the onboarding curriculum, content library, and product update cadence that keeps every partner informed and equipped to refer. • Own the full partner lead tracking system, attribution reporting, and Salesforce coordination so every referral is logged, staged, and credited. • Produce partner impact reports and dashboards that show each partner the revenue and outcomes their referrals generate. • Design the closed-loop process that ensures every converted referral is acknowledged and every qualified lead is shared back. • Build the national cadence architecture — digests, check-in guides, re-engagement sequences, and an AI prompt library — that any Partner Manager can deploy consistently. • Own the QBR program end to end: templates, prep, structure, and follow-through. • AI is a core part of how this role operates — not a future aspiration. You'll use AI tools actively from day one to draft enablement content, generate partner briefings from CRM data, personalize outreach at scale, and surface at-risk partner signals before they become problems.

• Leading Tier 3 escalation management, ensuring complex technical issues, integration failures, and API-related problems are resolved with speed, accuracy, and minimal customer disruption • Leading and developing the most technical subject matter experts (SMEs) for each area of the product, ensuring deep, specialized coverage across the entire platform • Owning technical support for our Enterprise customers, ensuring their most complex and high-stakes issues are prioritized, managed, and resolved to the highest standard • Maintaining best-in-class SLAs for technical escalations and Enterprise support across all support channels and partner integration touchpoints • Establishing quarterly strategy and corresponding KPIs, prioritizing work, and monitoring team performance against technical and operational targets • Driving operational efficiencies that allow the team to resolve prioritized technical issues faster, more effectively, and with fewer resources — including improved diagnostic tooling, runbooks, and knowledge management • Owning the technical escalation path to Engineering, ensuring clean handoffs, strong root-cause analysis, and closed-loop resolution of recurring defects • Managing critical customer escalations to successful outcomes that enable credible reference ability and build trusted customer relationships • Overseeing third-party integrations and partner connections, troubleshooting cross-platform data and connectivity issues, and partnering with external vendors to resolve them • Gathering results, analysis, quality control metrics, client feedback, audit results, and defect trends to monitor, manage, and implement additional training and technical enablement as required • Working collaboratively with Product and Engineering to surface systemic issues, influence the roadmap, and build technical support readiness for new product and integration offerings • Partnering cross-functionally to ensure milestones and deliverables are met on-time and within budget • Leading collaboration and change management with other teams to ensure technical and integration support requirements are successfully created, defined, and approved • Recruiting, developing, and retaining a world-class team of technical support engineers, integrations specialists, and product SMEs

• In this role, you will be responsible for leading and tracking strategic and operational programs to improve our Sales, Sales Development and Channel Partnership team’s ability to deliver on revenue & Customer health goals. • Your main objective will be to optimize Sales, Sales Development and Channel Partnership processes, driving efficiency through automation and technology, and ensuring data integrity across systems. • You will report directly to the VP of Revenue Operations and work closely with team members to define goals, strategies, and tactics, as well as implement scalable, repeatable processes. • Configure and manage business tools to optimize their use in our team’s workflows, ensuring they are aligned with our process improvement goals. • Leverage technology to automate processes where possible, enhancing efficiency and enabling the teams to focus on closing deals and delivering value. • Collaborate with stakeholders to identify bottlenecks and opportunities for process improvements. • Lead key initiatives to implement new processes and refine existing ones, ensuring they are streamlined and integrated across all revenue functions. • Develop and maintain dashboards and reporting tools to provide insights into key performance indicators and operational metrics. • Utilize data analytics to gain insights into customer behavior and success metrics, providing actionable recommendations for continuous improvement. • Work with leadership to develop and execute the overall customer success strategy, aligning it with the company's vision and goals to drive customer retention, expansion, and advocacy. • Understand customer journeys and pain points to identify areas for process improvement and customer engagement optimization. • Leverage data outputs to create early signs of at-risk accounts and create workflows enabling teams to action proactively.

• Directly manage and nurture an established partnership to enable our partners’ success, increase theirs - and their customers’ - adoption of Tekmetric, strengthen our relationship, and execute on our overall sales strategy • Evaluate the strategic and economic impact of potential opportunities with the partners and prioritize your efforts based on impact • Run point on all aspects of deal execution, from deal structuring to negotiating and legal contracting • Collaborate internally with key stakeholders including marketing, sales, product, and more • Build and maintain key relationships with C-level executives, while orchestrating the right executive touch points as well • Contribute to shaping our platform partnership strategy and building repeatable processes and scaled engagement models

• Define and communicate a compelling product vision and multi-year strategy aligned to company goals. • Identify new opportunities across customer segments, markets, and workflows—balancing innovation with strong business fundamentals. • Lead annual and semi-annual product planning cycles, ensuring clear prioritization and resource alignment. • Directly lead multiple Directors/Group PMs and indirectly oversee the entire PM organization. • Recruit, coach, and mentor a high-performing PM team with a strong emphasis on accountability, customer insight, and product excellence. • Establish consistent product management standards, operating rhythms, rituals, and evaluation frameworks across teams. • Ensure teams deliver high-quality product outcomes that measurably improve customer experience, operational efficiency, retention, and revenue. • Partner closely with Engineering and Design leadership to drive predictable delivery and continuous improvement in product development processes. • Remove obstacles, provide clarity, and reinforce a culture of data-driven decision-making. • Ability to deeply learn the auto repair domain with a focus on spending time in shops observing and subsequently building job maps for what is seen in a shop. • Stay deeply connected to customer needs, market dynamics, competitive forces, and emerging technologies. • Drive customer-centric discovery practices and ensure PM teams maintain a continuous understanding of user jobs, pain points, and opportunities. • Translate insights into clear product bets, hypotheses, and strategic investments. • Work closely with Sales, Marketing, Customer Success, Finance, and Operations to align product strategy with GTM execution. • Partner with Finance and RevOps on product forecasting, packaging, pricing, and KPI analytics. • Ensure entire organization has clear visibility into product priorities and progress. • Define and own product KPIs that tie product outcomes to business outcomes (growth, retention, profitability). • Drive accountability for measurable results—ensuring teams understand what success looks like and how to achieve it. • Regularly present product strategy, roadmap, performance, and insights to executive leadership and the board.

• Own the measurement, operating cadence, and people-systems backbone of our customer support organization. • Design the dashboards and KPI framework that span voice, chat, AI, and agent quality. • Lead the workforce management function, providing direction and oversight to a Senior Workforce Manager. • Partner closely with the operations counterpart who owns the support technology stack and AI strategy. • Identify operational inefficiencies and lead initiatives to improve workflows, reduce handle time, and increase deflection.

• Design, build, and continuously improve structured onboarding programs tailored to each Revenue role (SDR, AE, Field Sales, Expansion Sales). • Facilitate virtual sessions, maintain LMS content, and coordinate with hiring managers and P&C to ensure a seamless day-one experience. • Own visibility between enablement and the business. Build progress dashboards, develop standardized coaching plan frameworks for managers, conduct regular check-ins, and analyze ramp data to surface trends and flag at-risk new hires early. • Maintain and expand Tekmetric's AI role-play scenario library, partner with Revenue leaders and SMEs to build new scenarios, manage assignment and sequencing in the LMS, and track completion and scoring data to refine content and report outcomes to leadership. • Act as a trusted partner to Revenue org leaders. Lead recurring stakeholder touchpoints to review onboarding effectiveness, collaborate with Revenue Ops, P&C, and IT on system provisioning, and serve as the internal voice of the new hire experience. • Support the delivery of promotional readiness programs (e.g., SDR-to-AE) by assisting with scheduling, content prep, and LMS assignments. Ensure onboarding curricula connect to promotional competency requirements from day one. • Administer the Revenue org's LMS — managing user provisioning, course assignments, completion tracking, and reporting. Partner with the Sr. Manager of Sales Enablement on platform optimization.

• Partner with the field rep and VP of BD to identify and open relationships with trade schools, technical colleges, and vocational training programs • Help nurture relationships with program directors, instructors, and school leadership — supporting the field rep with research, outreach, and follow-through • Build curriculum-ready materials — lesson plans, case studies, and lab exercises — in close collaboration with early-adopter instructors • Design and maintain a library of tutorials, quick-start guides, and sandbox environments that make it easy for instructors to onboard and teach with Tekmetric confidently • Equip our sales and partnerships teams with the education narrative, helping them speak to workforce development in customer conversations • Surface partner success stories and impact metrics for use across Marketing, PR, social, and brand campaigns • Gather feedback from instructors and students to continuously refine our messaging, positioning, and program structure • Document everything — learnings, wins, dead ends — and turn it into a repeatable playbook for national expansion

• Design and implement scalable frontend solutions that enable positive user experiences • Participate in architectural discussions • Consistently ship features and improvements with minimal guidance and support from other team members • Help define and improve our internal standards for style, maintainability, and best practices for a high-scale web environment. Maintain and advocate for these standards through code review. • Collaborate with and across agile teams to design, develop, test, and support technical solutions • Ensure application performance and scalability, maintaining high standards of code quality and thoughtful application design • Manage the end-to-end life cycle on the development of new features • Operate in a fast-moving environment with the ability to adapt to changing priorities and requirements

• Drive the planning and execution of product initiatives from concept to launch, ensuring alignment with business goals and market trends. • Develop a deep understanding of the Auto Repair domain in order to best identify new product opportunities for our core users. • Combine a deep understanding of the problem space with generative AI solutions to help CPAs do their jobs better and faster. • Deeply understand our core users’ JTBD, concept testing, and usability testing into an iterative development process. • Work with design, engineering, product marketing, and sales teams to align on product vision, strategy, go-to-market plans, pricing, packaging, and business priorities. • Ensure products meet users’ unmet needs while mitigating business risks in value, feasibility, and usability. • Build products with business outcomes in mind then measure if those outcomes showed up. • Define and communicate the long-term vision of the product area you own and translate that into executable roadmaps. • Educate sales, support, and consulting teams on new technology, ensuring they can sell, troubleshoot, and use it effectively.