Service Success Manager

Our Customer Experience (CX) team is committed to helping customers adopt Asana as both a technology product and a holistic way of working. We strive to help our customers, across geographies, industries, and functions, get off on the right foot, experience the most value out of the tool over time, and ultimately renew & grow their subscriptions. 

Our Professional Services team plays a critical role in helping our customers realize business value quickly and partners with our largest, most complex customers in deploying Asana. The Services team is responsible for selling and delivering paid service engagements. This integral team is looking for a detail-oriented, cross-functional team player to champion the success of our paid Services engagements. 

As a member of our Professional Services team, you will play a critical role in championing best practices to deliver services through in-house professional services and our Services Partners. In addition, you will create scalable paid service engagement enablement plans, fostering a deep understanding of Asana's value among our Partner community, and empowering them to navigate customer deployments while building their Asana practices.

This role is based in our London office with an office-centric hybrid schedule. The standard in-office days are Monday, Tuesday, and Thursday. Most Asanas have the option to work from home on Wednesdays. Working from home on Fridays depends on the type of work you do and the teams with which you partner. If you're interviewing for this role, your recruiter will share more about the in-office requirements.

What you’ll achieve

• Design and implement scalable enablement plans to communicate Asana's value proposition for Service Partner resources utilized for post-sale delivery. Develop advanced-level enablement methods and materials for Service Partner resources to deliver complex paid service engagements.  
• Cultivate a community among subcontracted delivery partners, focusing on delivering high-quality services engagement. Support and enable consultants leading customer-facing services engagements, offering direct delivery feedback and continuous improvement guidance.
• Co-create Services Partner certification programs with the Customer Education team
• Maintain and evolve templates and resources to facilitate a community mindset and foster continuous improvement.
• Collaborate with our Channel team to define the vision and role of a strong service partner, outlining required skills and capabilities.
• Oversee a portfolio of service engagements, building connections between Partner consultants and Asana account teams.
• Facilitate delivery escalations in collaboration with the Manager of Services Delivery.
• Define and implement metrics to measure the effectiveness of partner enablement programs and their impact on global partnership goals.

About you 

• 5+ years experience in customer-facing consulting roles delivering Asana, ideally with experience in partner-led engagements
• You’re genuinely passionate about helping customers see the value of Asana as a solution for their business problems and serving as an advocate for their success.
• You have a honed ability to build relationships to foster credibility, trust, and opportunity with clients and colleagues. You understand different stakeholder dynamics and how to optimize for what’s best for all involved.
• You have a growth mindset, a high general business acumen for what drives success for our clients, and an aptitude for problem-solving in the face of ambiguity.
• You possess a proactive approach to delivering constructive and timely feedback to others, even when in a position of influence. You foster a culture of continuous improvement through effective communication of expectations and areas for development.

At Asana, we're committed to building teams that include a variety of backgrounds, perspectives, and skills, as this is critical to helping us achieve our mission. If you're interested in this role and don't meet every listed requirement, we still encourage you to apply.

What we’ll offer

Our comprehensive compensation package plays a big part in how we recognize you for the impact you have on our path to achieving our mission. We believe that compensation should be reflective of the value you create relative to the market value of your role. To ensure pay is fair and not impacted by biases, we're committed to looking at market value which is why we check ourselves and conduct a yearly pay equity audit.

For this role, the estimated base salary range is between £76,000 - £96,000. The actual base salary will vary based on various factors, including market and individual qualifications objectively assessed during the interview process. The listed range above is a guideline, and the base salary range for this role may be modified.

In addition to base salary, your compensation package may include additional components such as equity, sales incentive pay (for most sales roles), and benefits. If you're interviewing for this role, speak with your Talent Acquisition Partner to learn more about the total compensation and benefits for this role.

We strive to provide equitable and competitive benefits packages that support our employees worldwide and include:

• Mental health, wellness & fitness benefits
• Career coaching & support
• Inclusive family building benefits
• Long-term savings or retirement plans
• In-office culinary options to cater to your dietary preferences 

These are just some of the benefits we offer, and benefits may vary based on role, country, and local regulations. If you're interviewing for this role, speak with your Talent Acquisition Partner to learn more about the total compensation and benefits for this role.

About us

Asana helps teams orchestrate their work, from small projects to strategic initiatives. Millions of teams around the world rely on Asana to achieve their most important goals, faster. Asana has been named a Top 10 Best Workplace for 5 years in a row, is Fortune's #1 Best Workplace in the Bay Area, and one of Glassdoor’s and Inc.’s Best Places to Work. After spending more than a year physically distanced, Team Asana is safely and mindfully returning to in-person collaboration, incorporating flexibility that adds hybrid elements to our office-centric culture. With 11+ offices all over the world, we are always looking for individuals who care about building technology that drives positive change in the world and a culture where everyone feels that they belong. 

We believe in supporting people to do their best work and thrive, and building a diverse, equitable, and inclusive company is core to our mission. Our goal is to ensure that Asana upholds an inclusive environment where all people feel that they are equally respected and valued, whether they are applying for an open position or working at the company. We provide equal employment opportunities to all applicants without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by law. We also comply with the San Francisco Fair Chance Ordinance and similar laws in other locations.

#LI-Hybrid  #LI-CM1