Partner Success Director

About ProVal

ProVal is a consulting firm focused on helping Managed Service Providers (MSPs) optimize their operations and technology systems. Our clients rely on us to improve their business processes, integrate key tools, and support them through complex transitions like mergers and acquisitions. We are expanding our consulting team and seeking an experienced Partner Success Leader to join us.

Position Overview

The Partner Success Director will lead the ProVal Partner Success team and department to its next phase of growth and maturity. They will also oversee relationships with ProVal's largest MSP partners, ensuring exceptional service delivery, strategic planning, and long-term account growth. This role combines team management, high-level client leadership, and technical solutioning to support new customer acquisition. The ideal candidate has deep MSP operational experience, strong technical and tools knowledge, and a passion for developing both people and processes.

This is a hybrid role based in the Greater Orlando area.

Key Responsibilities

Lead & Develop the Partner Success Team

• Provide day-to-day leadership to a team of Partner Success professionals.
• Mentor, coach, and develop team members in communication, account management, and solution mapping.
• Build and mature the Partner Success department by establishing structured partner touchpoint cadences, standardizing QBR formats, and developing partner maturity scores and indexes to measure health and progress of ProVal's customer-base.
• Develop and refine best practices, processes, and performance metrics for partner success.
• Foster a culture of ownership, professionalism, accountability, and continuous improvement.

Strategic Partner Relationship Management

• Serve as the primary relationship owner for ProVal's largest MSP partners.
• Lead regular partner touchpoints, including QBRs, roadmap planning sessions, and service reviews.
• Act as the bridge between partners and ProVal's service delivery teams, ensuring alignment, clear communication, and timely resolution of needs.
• Identify and escalate service issues proactively, coordinating cross-functional resolution.
• Drive account expansion by identifying customer goals, recommending additional services, and demonstrating value.
• Ensure partners receive exceptional communication, transparency, and outcomes that reinforce long-term loyalty.

Solutions Expertise & Pre-Sales Support

• Partner with the sales team to support new logo acquisition.
• Participate in prospect discovery and solution-mapping calls.
• Assess customer requirements and translate them into ProVal service offerings.
• Provide technical insight and articulate how ProVal's services integrate into MSP environments.
• Serve as a trusted consultant to prospects evaluating operational improvement and technical transformation.

Required Experience & Qualifications

• 5–7+ years of experience working at an MSP, ideally in operations, service delivery, tools administration, or solutions consulting.
• Strong hands-on experience with MSP tools such as RMM, PSA, documentation platforms, security stacks, and automation frameworks.
• Proven success in partner success, account management, customer success, or service delivery leadership.
• Experience mentoring, managing, or developing team members.
• Strong technical acumen and the ability to translate technical concepts into business value.
• Excellent communication, relationship-building, and problem-solving skills.
• Must be based in the Greater Orlando area with the ability to work from the office on a hybrid schedule.

Preferred Qualifications

• Experience supporting enterprise or high-volume MSP accounts.
• Background in designing or delivering technical consulting services.
• Comfortable engaging with C-level stakeholders and presenting business cases.

What We Offer

• Opportunity to shape and lead ProVal's partner success strategy.
• Work within a fast-growing, highly respected MSP consulting organization.
• Career growth, mentorship opportunities, and cross-functional exposure.
• Collaborative, people-first culture with a focus on excellence. Flexible, hybrid schedule.
• Benefits: Flexible Paid Time Off; Health, Vision, & Dental Coverage; 401k with Company Match (up to 4%)

Why ProVal?
At ProVal, we pride ourselves on having one of the most unique teams around! Our team brings experience in several RMM Platforms, including ConnectWise Automate and Kaseya VSA, along with extensive PSA, Backup, and NOC administration expertise. As a new team member, you'll collaborate with innovative thinkers and have plenty of opportunities for professional growth.

We offer a comprehensive benefits package that includes flexible PTO, medical, vision, dental, and more. We believe in work-life balance, with no on-call expectations, and hours limited to Monday through Friday, 8 to 5.

At ProVal, we foster a positive and fun company culture where we support each other's growth and success.

Our Core Values: Passion, Innovation, Growth, Execution, and Integrity.