Partnership & Growth Associate

About ServiceCentral

ServiceCentral builds the software that runs product service after the sale: warranty claims, repair authorization, and service execution, for everyone from the local repair shop to the Fortune 50 OEM. We have been doing it for 25+ years. We are Dell's Partner of the Year, two years running, and our products run service operations across 1,200+ locations in 100+ countries. We are backed by Valsoft Corporation, a permanent-capital owner of 150+ vertical software companies, so we build for the next decade, not the next funding round.

The Role

ServiceCentral is hiring Partnership & Growth Associates to win new customers and grow the ones we bring in. This is a real sales role from day one: you will build your own pipeline, run your own discovery conversations, deliver your own demos, and carry a quota. New business is the priority here, and prospecting is not something you fit around the edges of your week, it is the heart of the job.

You will also own accounts outright, which means you get to see the full arc of a customer relationship rather than one slice of it: winning them, getting them live, growing them, and keeping them. You will build real product depth, get hands-on coaching from people who have done this work themselves, and have experienced support in the room when a deal gets complex. What we are looking for in return is drive, curiosity, and a genuine appetite for hitting a number.

What You Will Own

Pipeline generation and conversion

• 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

Account ownership

• 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

Onboarding and time to value

• 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

Revenue integrity

• 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

Enablement and team support

• 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

Systems discipline

• 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

Requirements

What We Are Looking For

• 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.

Autonomy and Escalation

You operate inside a structured playbook with a clear escalation path. Escalation is a strength at this tier, not a weakness.

Decide yourself: standard pricing and terms, routine renewals, day-to-day account management within cadence.

Escalate:

• 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

Benefits

Quota and Compensation

You will carry a quarterly quota weighted heavily toward new business, with expansion and renewal making up the balance. Quota is set from your assigned accounts and territory rather than a generic benchmark, and it ramps across your first two quarters so you are not held to full target while you are still learning.

Compensation is a competitive base plus variable, with the variable tied to new business won, pipeline quality, and team performance. We will walk you through targets, weightings, and exactly how performance is measured during the interview process.

Where This Leads

Associate is the first rung of a four-tier track. Typical progression to Partnership & Growth Specialist takes 12 to 24 months.

To be promoted you will need to show:

• Two consecutive quarters at or above quota
• Clean, independent ownership of your named accounts
• Ability to run discovery unsupervised
• Evidence you have informally coached at least one peer

Compensation and logistics

• On-target earnings: $130k CAD (base ~$50-70k plus variable). Variable is tied to closed-won new business. When our MD or CCO leads the close on an enterprise deal, you share in the win for the pipeline you built and advanced
• Full benefits
• Remote within Canada, with working hours that overlap Eastern Time, where most of our team sits.
• Some travel expected, predominantly within North America

ServiceCentral is an equal-opportunity employer. We hire on merit and welcome applicants of every background.

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