At a Glance
- Tasks: Lead partner success and manage onboarding for HiBob's Service Partners.
- Company: Join a dynamic team at HiBob, focused on enhancing customer experiences.
- Benefits: Enjoy health allowances, hybrid work, and wellness perks from day one.
- Other info: Be part of a fun culture with social events and volunteer days.
- Why this job: Make a real impact by driving partner success in a fast-paced startup.
- Qualifications: Experience in service management and excellent communication skills required.
The predicted salary is between 59576 - 70089 £ per year.
The Service Partner Success team sits within the Customer Services & Experience department in HiBob. Within CSX we help our customers maximise the value of their investment in our product, Bob, by delivering exceptional services that enhance their experience and drive business success. The team provides strategic direction and support to HiBob's Service Partners – an extension of the HiBob village that delivers value through HR best practice, advisory and consultancy services and end‑to‑end implementation. Partner Success Managers set and uphold clear standards, ensure the right partner‑to‑customer match, and use data to govern performance and guide progression. By championing accountability, collaboration and continuous improvement they enable Service Partners to deliver a seamless One Bob experience at scale.
As a HiBob Professional Services & Partner Delivery Lead you will be responsible for the successful onboarding, strategic business partnering and management of our Service Partners. You will play a vital role in scaling and maturing this function, supporting partners and customers to deploy and drive adoption of HiBob, and coordinating with other departments to ensure partners possess the skills and competency needed to serve growing customer needs and complexity.
Key Responsibilities
- Manage Partner Accounts & Engagement – Oversee a portfolio of partner accounts, ensuring successful engagement, performance and growth by building strong relationships and understanding partner differentiators.
- Onboarding & Enablement – Support partners through their onboarding journey and connect them to the right level and type of enablement to ensure HiBob customers achieve their business objectives through Bob.
- Sponsor Partner Performance – Track customer and HiBob feedback, oversee partner‑managed project portfolio and drive improvements to ensure high service quality and KPI attainment.
- Regional Pipeline & Resource Governance – Own forecasting and strategic partner allocation across the region, aligning capacity and expertise to customer demand in partnership with Professional Services. Monitor delivery performance through regular reviews, using data and insights to optimise allocation, strengthen accountability and continuously elevate service quality.
- Implementation Success – Work closely with partners and internal teams to ensure smooth, successful customer implementations, handovers and information exchange, facilitating a strong customer experience in single‑team or blended delivery models.
- Delivery Model Advisory – Guide partners in creating, adopting and accelerating HiBob's standard delivery models. Advocate HiBob's best practice methodologies with assigned partners to drive consistency in service quality.
- Escalation Mediation – Manage partner and joint customer escalations to ensure a seamless issue resolution process, by connecting key stakeholders.
- Quality & Delivery Assurance – Apply quality assurance to all partner‑managed projects to measure and improve partner governance practices. Support the design and roll‑out of a Delivery Assurance Program to safeguard delivery and platform optimisation.
- External Representation – Represent HiBob at partner and industry events, strengthening relationships and advocating for partner success.
- Process Documentation & Optimization – Develop spreadsheets, diagrams and process maps to document needs, improve project delivery and drive process adoption.
- Pre‑Sales Support & Partner Alignment – Work closely with the Sales organisation during pre‑sales on partner‑allocated opportunities. Represent partners and Service Partner Success in commercial dialogue to ensure customer confidence, optimal partner‑resource alignment and collaborative service proposal design, pitching and pricing for prospect, customer and partner success.
- Strategic Initiative Leadership – Contribute to, own and lead strategic initiatives within Service Partner Success that shape and evolve the growing program, driving impact for HiBob's CSX mission and purpose.
Qualifications & Requirements
- Proven working experience in Service Partner Success/Management, Professional Services or Delivery Management.
- Solid understanding or experience in professional services and partnership functions.
- Commercial knowledge or experience pertaining to services, CS & SaaS.
- Proven experience working in SaaS Partner and customer‑first mentality.
- Excellent external‑facing and internal communication skills.
- Excellent written and verbal communication skills.
- Solid organisational skills with attention to detail and multitasking capabilities.
- Desire to work in a fast‑paced startup environment.
- Strong work ethic, growth mindset, integrity and desire to succeed.
- Experience working with Salesforce and web‑based technologies.
- Experience with Slack, Zendesk and Tableau is advantageous, as is a background in HR/HRM.
Benefits
- Cash allowance for health insurance.
- Annual vision allowance.
- Annual Headspace subscription and wellness benefits.
- Travel support (cycle scheme and season ticket loans).
- Hybrid working from day 1.
- Work from home allowance to set up your home office.
- Temporary remote work from anywhere in the world for up to 2 months (after 6 months of employment).
- Bob balance days – a company‑wide long weekend at the beginning of each quarter.
- 2 Social Impact days per year for volunteering.
- Awesome employee referral program – $2,500 for each successful referral with an additional ambassador programme.
- Pension scheme auto‑enrolment from day 1.
- Fun company and team social events (locally and virtually with our global teams).
- Birthday leave and a special gift.
Professional Services & Partner Delivery Lead in London employer: Hibob Inc.
HiBob is an exceptional employer that prioritises employee well-being and professional growth, offering a dynamic work culture that thrives on collaboration and innovation. With benefits like hybrid working, wellness allowances, and unique initiatives such as Bob balance days and Social Impact days, employees are empowered to achieve a healthy work-life balance while contributing to meaningful projects. The role of Professional Services & Partner Delivery Lead not only provides the opportunity to shape strategic partnerships but also fosters a supportive environment for personal and career development in a fast-paced startup atmosphere.
StudySmarter Expert Advice🤫
We think this is how you could land Professional Services & Partner Delivery Lead in London
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Hibob Inc.. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like Hibob Inc. before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Professional Services & Partner Delivery Lead in London
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to Hibob Inc.:Your cover letter is your chance to shine! Tell us why you want to work at Hibob Inc. specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at Hibob Inc.!
How to prepare for a job interview at Hibob Inc.
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
