Organization/department: Personal Lines Transactional Lines
Reports to: SVP, Strategy Implementation and Strategic Partnerships
Direct reports: Nonecurrently
Job title: Partner Success Lead or Manager
In a rapidly changing world, HUB advises businesses and individuals on how to prepare for the unexpected. As one of the world’s largest insurance brokers, our focus is dedicated to providing our customers with the peace of mind that what matters most will be protected — through unrelenting advocacy and tailored insurance solutions that put our clients in control. Our growing team of professionals across North America represents a broad, deep and one-of-a kind aggregation of entrepreneurs and leaders recognized for their excellence throughout the insurance community.
As a Partner Success Manager, you will cultivate relationships with HUB’s Transactional Lines external strategic partners, ensuring their programs are successful and that they receive maximum value from HUB’s capabilities and product breadth. You will be responsible for working directly with partner executives and related stakeholders to support intake, launch, management, and optimization of programs; ensuring that there is alignment with program planning and execution goals.
The ideal candidate will be a natural problem solver with strong business acumen and communication skills. They are relentless about sales activation, highly entrepreneurial, a natural relationship builder and consummate team player.
Primary responsibilities and activities
In partnership with leadership, ensure flawless execution of partner programs (schedule and tactics), including driving and coordinating transparent communication that promotes very high levels of internal/external customer satisfaction and trust.
Establish self as a hands-on “trusted advisor” role with internal/external partners and work both strategically and tactically with operational and executive teams.
Foster collaboration with excellent interpersonal and communication skills (written and spoken), have an attention to detail, strong relationship building skills, and a strong business acumen.
Analyze partner and lead touch points, proactively recommend, and orchestrate improvements that drive program revenue growth.
Achieve or exceed monthly/quarterly/annual partner revenue and renewal targets.
Lead the coordination, in collaboration with the Relationship Consultant, of partner stand ups, health checks, and annual program reviews to deepen partner engagement and drive success.
Identify customer requirements, uncover roadblocks, and demonstrate strong account management capabilities via program roadmaps. This includes advancing roadmaps by connecting the appropriate internal/external partners to complete milestones.
Collaborate with data and business analytics team to deliver timely partner reporting and insights to internal/external teams.
Establish scalable and best practices for account management.
Operations and Strategic Partnerships leadership team and staff
Project, program, and portfolio managers
IT leadership team and staff
Marketing leadership team and staff
Regional leadership teams and staff
Bachelor’s or master’s degree in business administration, marketing or a related field
5+ years of sales and account management experience
Strong proven sales history
Demonstrated project management experience
Knowledge and skills
Strong business and sales acumen, including industry knowledge of the insurance sector, related operational model, and trends
Experience with Microsoft Dynamics, call center operations, and API integrations a plus
Strong program management skills and experience, plus significant knowledge of project planning tools
High emotional intelligence, as well as effective influencing and negotiation skills in an environment where resources may not be in direct control of this role
Excellent analytical, strategic conceptual thinking, strategic planning and execution skills
Excellent verbal and written communication skills.
Excellent knowledge of MS Office.
Working knowledge of program/project management software (MS Project, MS Teams, Visio, etc.) and ideation tools (Business Model Canvas, Miro) are a strong advantage.
Ability to thrive in a high growth, entrepreneurial, and ambiguous environment
Knowledge of sales processes, product, and insurance marketing for key accounts and B2B2C opportunities.
Build trust and influence with prospects, key accounts, and internal partners; complaint management acumen.
Effectively facilitate prospect and integration meetings; communicate with potential partners around the program implementation process.
Strong written, oral, and writing skills.
Manage internal communications and key account reporting.
Ability to work effectively in a team environment and across all organizational levels, where flexibility, collaboration, and adaptability are important
Start-to-finish support of projects to ensure timely delivery of a partner programs and related goals.
Strong business acumen and organization leadership skills; assertive and diplomatic; self-directing; able to manage up and down the organization with influence; willing to hold others accountable.
Knowledge of project management standards and able to work on multiple projects and meet deadlines by setting priorities with work projects.
Ability to effectively communicate complex issues to clients, executive leadership and all employee levels.
Ability to influence and build relationships with key leaders and partners across HUB.
Passion for customer experience, transformation, and acting as a change agent.
Quickly assess a situation’s complexity and choose appropriate courses of action.
The ability to empathize with customers and to translate their concerns/desires calmly and competently to others.
Expertly tune in to emotions and read/respond non-verbal cues to curate positive program experiences.
Work from home or in the office at HUB’s US headquarters in Chicago, IL. If WFH, expectation is travel to office as needed to facilitate role responsibilities.
About HUB International
Throughout our network of more than 450 HUB offices in North America, we offer a competitive, exciting and friendly work environment that strategically positions our employees for longevity and success. At HUB, we believe in investing in the future of our employees, and provide continuous opportunities for growth and development. We are a team of entrepreneurs. We believe in empowering our clients, and we do so by protecting businesses and individuals in our local communities. We help individuals evaluate their risks and develop solutions tailored to their needs. We believe in empowering our employees. As a global firm, we offer employees resources in both technology and industry expertise, but we still maintain the local flavor of our offices. Our structure enables our teams to maintain their own unique, regional culture. We are committed to providing you with competitive and flexible benefits options that are rooted in your current needs, yet evolves as your needs change over time.