3850 - Partner Success Manager - Partnerships & Alliances

About Partnerships Team
Our Partnerships team is passionate about healthcare and wants to leave a positive impact on the ecosystem. We are the tip of the spear that leads the organization externally. We care deeply about our customers and want to resolve their challenges with our solutions. If this excites you, let's chat about how you can help us tell our special story.

About the Role

• We're looking for a strategic, results-driven Partner Success Manager to join our Global Alliances & Partnerships team, owning the post-onboarding lifecycle of our Global System Integrator (GSI) partners.
• This is a high-impact role focused on ensuring our Value Added Resellers (VARs) and Global Systems Integrators (GSIs) achieve success and drive measurable outcomes with Innovaccer's Gravity platform.
• You will be responsible for ensuring that our partners are not just " signed " but are actively delivering high-quality implementations, achieving technical autonomy, and driving long-term customer retention.
• As a Partner Success Manager, you'll be the trusted advisor and advocate for our strategic partners, ensuring they have the enablement, support, and resources needed to successfully implement, sell, and scale Innovaccer solutions.
• Your goal is to turn our GSIs into a scalable extension of our own professional services and sales teams.
• You'll work at the intersection of partnership management, customer success, and revenue growth—driving partner satisfaction, retention, and expansion.

What Success Looks Like:

You'll thrive in this role if you bring:

• Partner-First Mindset: Deep experience building trusted relationships with implementation partners, system integrators, or technology alliances
• Proactive Leadership: You don't wait for problems—you anticipate needs, remove blockers, and create paths to success
• Technical + Business Fluency: You understand both the technical capabilities of platforms and the business outcomes partners and customers care about
• Healthcare Domain Knowledge: Experience in healthcare technology, value-based care, payer/provider ecosystems, or health data is a strong plus
• Global Collaboration: Comfort working across time zones with diverse stakeholders—partners, internal teams, and customers

Responsibilities

1. Partner Relationship Management & Advocacy

• Serve as the primary point of contact for assigned strategic partners, building C-suite trust and long-term relationships
• Conduct regular business reviews (QBRs), executive briefings, and performance dashboards tracking KPIs (certifications, implementations, NPS, revenue)
• Act as the internal advocate for partners—championing their needs across Innovaccer's Product, Sales, Engineering, and Customer Success teams

2. Partner Enablement & Capacity Building

• Drive partner capability development: Centre of Excellence (CoE) setup, certification roadmaps via Innovaccer Academy, quarterly Gravity bootcamps, and training deployment
• Facilitate the onboarding of new partner teams and scale enablement programs to enhance partner capability
• Enable partner understanding and adoption of new Gravity platform features through workshops, enablement sessions, or marketing events
• Maintain partner alignment and readiness for planned engagements by leading readiness assessments and addressing capability gaps
• Capacity Planning: Work with GSI leadership to ensure they have a sufficient pool of certified consultants to meet market demand.

3. Implementation Oversight & Quality Assurance

• Partner with implementation teams to ensure successful project execution for joint customer deployments
• Coach implementation partners on Innovaccer's delivery framework, ensuring consistent use of implementation methodologies and best practices
• Track project milestones, identify risks early, and coordinate cross-functional teams (Product, Engineering, Customer Success) to resolve issues
• Implement partner governance models to improve delivery quality, reduce risks, and enable seamless collaboration
• Quality Assurance: Act as the "voice of the standard," conducting periodic reviews of GSI-led implementations to ensure they align with best practices.
• Shadowing Programs: Orchestrate "Lead-Shadow-Reverse Shadow" programs to transition partners from learners to experts.

4. Relationship & Governance

• Joint Business Reviews (JBRs): Lead quarterly sessions to track key performance indicators (KPIs), health scores, and project pipelines.
• Conflict Resolution: Act as the primary escalation point when friction occurs between the GSI delivery teams and our internal product or support teams.
• Executive Alignment: Maintain consistent touchpoints with GSI Practice Leads to ensure our solution remains a priority in their portfolio.

5. Partner Growth & Expansion

• Renewal Management: Collaborate with partners to ensure end-customers are realising value, securing high renewal rates.
• Identify opportunities to expand partner engagement—new use cases, additional certifications, co-innovation opportunities, or geographic expansion
• Collaborate with the GSI’s sales teams and Partner Development teams to identify Gravity opportunities in partner pipelines and support joint pursuits
• Drive partner adoption of new solutions, modules, or platform capabilities to increase partner-driven ARR
• Conduct win/loss analysis and optimise partner enablement for consistent deal velocity
• Ecosystem Integration: Identify opportunities for the GSI to build proprietary "wrappers" or "accelerators" around our technology to increase their "stickiness."

6. Operational Rigour & Performance Tracking

• Track and report on partner performance metrics (implementation quality, time-to-value, customer satisfaction, revenue contribution) to drive continuous improvement
• Maintain partner documentation, playbooks, and knowledge repositories
• Facilitate communication and collaboration between partners and Innovaccer teams to ensure successful project outcomes

Success Metrics ( KPIs), you will be measured in

• Partner Health Score: A composite of certification levels, project success, and NPS
• Attach Rate: The % of our enterprise deals that include a GSI for delivery.
• Time to Autonomy: How quickly a partner can go from "Signed" to "First Independent Implementation."
• Partner-Led ARR: Growth in revenue specifically coming from partner-managed accounts

Requirements:
Required Qualifications

• 5+ years in partner success, channel management, customer success, or strategic alliances within SaaS/technology companies ( Healthcare technology + Big 4 experience is a significant plus)
• GSI Fluency: Deep understanding of how GSIs (e.g., Accenture, Deloitte, TCS), VARs or MSPs operate, including their utilisation models and incentive structures.
• Proven track record managing relationships with GSIs, VARs, or implementation partners
• Strong understanding of partnership lifecycle: onboarding, enablement, governance, QBRs, and escalation management
• Experience with SaaS platforms, data/AI solutions, or healthcare IT systems (EMR, analytics, population health, value-based care)
• Excellent stakeholder management skills—ability to influence partners and internal teams without direct authority
• Strong analytical skills with experience tracking KPIs and translating data into actionable insights
• Exceptional communication skills (written & verbal) with the ability to engage both technical and executive audiences
• Comfortable working in a fast-paced, high-growth environment with evolving priorities

Preferred Qualifications ( Good to have, but not must have )

• Experience with healthcare data platforms, interoperability standards (HL7, FHIR), or value-based care programs
• Familiarity with partner enablement platforms, LMS tools, or certification programs
• Background in implementation/delivery management or professional services
• Technical Breadth: Ability to have "architect-level" conversations without necessarily being a coder. You must understand integrations, APIs, and cloud infrastructure.
• Influence without Authority: Proven ability to drive results across massive, matrixed organisations where you do not have direct reports.

What Makes Innovaccer Different

• Mission-Driven Work: You'll support partners who are transforming healthcare for millions of patients across payers, providers, and public sector organisations
• Partnership Culture: As evidenced by our recent collaborations with Snowflake, Coforge, and others, we believe in the power of ecosystems
• Growth & Impact: You'll have high visibility with leadership and direct influence on company-wide partnership strategy
• Innovation at Scale: Work with cutting-edge AI, data platforms, and healthcare solutions backed by industry recognition (KLAS, Gartner, Frost & Sullivan, IDC, Forrester)
• Global Team: Collaborate with talented professionals across the US, India, and beyond

Benefits:
Here's What We Offer

• Generous Leaves: Enjoy generous leave benefits of up to 40 days.
• Parental Leave: Leverage one of industry's best parental leave policies to spend time with your new addition.
• Sabbatical: Want to focus on skill development, pursue an academic career, or just take a break? We've got you covered.
• Health Insurance: We offer comprehensive health insurance to support you and your family, covering medical expenses related to illness, disease, or injury. Extending support to the family members who matter most.
• Care Program: Whether it’s a celebration or a time of need, we’ve got you covered with care vouchers to mark major life events. Through our Care Vouchers program, employees receive thoughtful gestures for significant personal milestones and moments of need.
• Financial Assistance: Life happens, and when it does, we’re here to help. Our financial assistance policy offers support through salary advances and personal loans for genuine personal needs, ensuring help is there when you need it most.

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