Partnership & Growth Associate

Summary

ServiceCentral builds software for warranty claims, repair authorization, and product service execution across businesses of all sizes. The Partnership & Growth Associate is responsible for generating and converting new-business pipeline, managing customer accounts, driving renewals and expansion, coordinating onboarding, protecting revenue integrity, and maintaining disciplined CRM and sales processes.

Responsibilities

• Generate qualified pipeline through outbound calling, email sequences, and social outreach across assigned campaigns, verticals, and territories
• Sustain consistent, high-volume prospecting activity as the anchor of your week
• Manage and qualify inbound leads with fast, accurate follow-up and correct routing
• Research accounts and stakeholders so outreach is personalised rather than generic
• Run discovery conversations using our qualification framework, and deliver online product demonstrations
• Close new business against a quarterly quota
• Hand off opportunities above your authority to Specialists, Managers, or Directors with full context, and earn sourced-pipeline credit
• Route opportunities on the other platform to your counterpart owner, and earn referral credit
• Own the full commercial relationship for your assigned portfolio of accounts
• Maintain a defined contact cadence so no owned account drifts without engagement
• Execute standard renewals cleanly and on time
• Identify upsell and cross-sell opportunities, closing the simple ones and pulling in a Manager or Director on the rest
• Monitor account health signals and flag at-risk relationships early, before they become recoveries
• Execute defined save plays on accounts showing risk
• Own commercial handoff and welcome communications that set clear expectations
• Coordinate onboarding with Solutions and Support so customers reach value quickly
• Track time-to-first-value on your accounts and intervene when it slips
• Act on or route expansion signals that surface during onboarding
• Audit subscription billing on your accounts to prevent revenue leakage
• Monitor involuntary churn signals (failed and declined charges) and drive resolution within 24 hours
• Reconcile the billing platform against internal records so MRR reporting is accurate
• Verify plan changes (upgrades, downgrades, cancellations) are executed correctly before a customer notices an error
• Surface systemic billing patterns to your Manager rather than fixing the same problem repeatedly
• Provide day-to-day support on larger accounts held by senior colleagues: routine maintenance, data updates, configuration changes, and low-complexity requests
• Absorb repeatable work so senior capacity stays on new business and strategic pursuits
• Create and maintain customer-facing Knowledge Base and self-service content that drives adoption and reduces inbound volume
• Verify release notes for accuracy and customer clarity before publication
• Support go-to-market materials and campaign content for upsell and cross-sell motions
• Support trade shows and events: booth materials, collateral, demo environment readiness, on-site coordination, and lead capture with follow-up
• Keep CRM records complete and current, with a scheduled next action on every open opportunity
• Log activity accurately, because your forecast and your credit both depend on it
• Any discount request, however small
• Any at-risk account signal, immediately
• Billing discrepancies above defined thresholds
• Growth opportunities in your accounts that need a Manager or Director, routed with full context
• Requests for non-standard contract terms, service commitments, or SLAs

Skills

• * **Commercial drive.** You want to carry a number and you want to beat it
• * **Resilience.** High-volume outreach means high-volume rejection. You need to make the next call sound like the first one
• * **Coachability.** This tier exists partly to develop you. The people who progress fastest ask for feedback and visibly act on it
• * **Process discipline.** You will run recurring operational workflows (billing audits, cadence management, CRM hygiene) that protect revenue. Reliability here is the foundation of customer trust
• * **Commercial instinct.** You notice when a routine support question is actually an expansion signal, and you do something about it
• * **Clear written communication.** Your emails, customer-facing content, and CRM notes are all read by someone who will judge us on them
• * **Customer empathy.** You will handle billing disputes and pricing conversations. Doing that well protects both the relationship and the revenue
• * **Curiosity about the platform.** The Associates who become Specialists learned their platform properly, not just the pitch
• * Remote within Canada, with working hours that overlap Eastern Time, where most of our team sits
• * Some travel expected, predominantly within North America

Qualifications

Must Haves

• * **Commercial drive.** You want to carry a number and you want to beat it
• * **Resilience.** High-volume outreach means high-volume rejection. You need to make the next call sound like the first one
• * **Coachability.** This tier exists partly to develop you. The people who progress fastest ask for feedback and visibly act on it
• * **Process discipline.** You will run recurring operational workflows (billing audits, cadence management, CRM hygiene) that protect revenue. Reliability here is the foundation of customer trust
• * **Commercial instinct.** You notice when a routine support question is actually an expansion signal, and you do something about it
• * **Clear written communication.** Your emails, customer-facing content, and CRM notes are all read by someone who will judge us on them
• * **Customer empathy.** You will handle billing disputes and pricing conversations. Doing that well protects both the relationship and the revenue
• * **Curiosity about the platform.** The Associates who become Specialists learned their platform properly, not just the pitch
• * Remote within Canada, with working hours that overlap Eastern Time, where most of our team sits
• * Some travel expected, predominantly within North America

Benefits

• Variable compensation tied to closed-won new business
• Share in the win for pipeline built and advanced when the MD or CCO leads the close on an enterprise deal
• Full benefits
• Remote within Canada, with working hours that overlap Eastern Time
• Hands-on coaching from people who have done this work themselves
• Experienced support in the room when a deal gets complex