Provides technical support for a SaaS learning platform through phone, chat, and email. Troubleshoots authentication, access, reporting, integrations, data imports, provisioning, and content issues; manages escalated cases; documents resolutions; guides clients on configuration and best practices; partners with Product, Engineering, and Client Success; supports testing, knowledge-base development, and process improvements.

Manage a defined book of business by improving retention, reducing churn, identifying expansion opportunities, and closing upsell and cross-sell deals. Build executive-level client relationships, monitor customer health and adoption, mitigate renewal risks, and contribute to revenue growth through consultative account management.

Manage existing partner accounts to improve retention and growth. Lead strategic partnerships and channel sales, build reseller and referral alliances, generate pipeline, and collaborate cross-functionally on partner onboarding and co-selling initiatives. The role requires partnership, business development, or channel sales experience in HCM, payroll, or LMS sectors, plus strong communication, presentation, relationship-building, and strategic sales skills.