Job Description

Description

We’re SmartThings, one of the leading IoT ecosystems in the world, creating the most effortless way for anyone to create a smart home. As a wholly owned subsidiary of Samsung, our corporate offices are based in Minneapolis and the Bay Area.


More than 350 million people worldwide use SmartThings to control and manage their connected life. SmartThings delivers simple, powerful experiences across Samsung’s leading portfolio of phones, TVs, and appliances. We also offer the most versatile smart home experience as an open platform with a rich partner ecosystem (think IKEA, SONOS, Honeywell, and so many more). As a founding member of Matter, we are a leader in the industry to help make smart homes more secure, reliable and seamless to use. Come be a part of the leading edge of IoT innovation!



About the Team:
The Partner Management team is the global center of excellence for supporting SmartThings’ key industry partners. We work directly with product engineering, marketing, and business development teams, across the globe in order to create the best smart home experience for our users. Partner Success Managers effectively engage and quickly solve onboarding and production challenges experienced by these partners in order to mitigate negative impacts to SmartThings’ operations and business relationships. Using the insights gained from our work with partners, we also collaborate with product and engineering teams at SmartThings in developing innovative IoT functionality for our platform.

Key Responsibilities

This position is a hybrid role, based onsite 3 days a week at our office in Minneapolis, MN.


In this role, your primary responsibilities will include the following:

• Partner Success: Collaborate with third party companies to create highly impactful device integrations on the SmartThings platform, driving brand awareness for our partners, and delivering an exceptional customer experience for our users.
• Customer Advocacy: Maintain a deep understanding of customer needs and product usage, acting as the "voice of the customer" by reporting on user issues, sentiment, and product feedback to key stakeholders.
• Troubleshooting & Problem Solving: Investigate and resolve complex, escalated software and hardware issues reported by users and key partners. Independently research, diagnose, and implement solutions with minimal supervision, utilizing tools like Sumo Logic, JIRA, and GitHub. Collaborate with engineers and developers as needed.
• Communication & Collaboration: Clearly communicate technical solutions to regional partners and support agents, ensuring effective implementation and maintaining positive relationships. Serve as a liaison, conveying customer feedback and insights to leadership, product, and engineering teams.
• Issue Prioritization & Risk Assessment: Analyze trending issues, assess potential risks, and prioritize tasks to prevent widespread problems and mitigate negative impact. Proactively identify and address emerging concerns.
• Public Engagement (Occasional): Interact with high-profile customers, including press, influencers, and celebrities, across various channels (email, phone, social media, forums) to promote the SmartThings platform.
• International Training (Occasional): Provide training to regional product experts in international markets launching SmartThings products.

Skills, Knowledge & Expertise

Inclusive Hiring Practices

Don’t meet all desired requirements? Studies have shown that some people are less likely to apply to jobs unless they meet every single desired qualification. At SmartThings, we are dedicated to building a diverse, inclusive, and authentic workplace, so if you’re excited about this role but your past experience doesn’t align perfectly in the job description, we encourage you to apply anyway. You may be just the right candidate for this or other roles.



What You Bring On Day One (Required Qualifications)

• Bachelors degree in Business, Communications, IT/Technology or related field
• 2-3 years working on IoT technologies in a professional work environment
• 1-2 years of experience managing technical B2B relationships.
• 1-2 years of experience with end-user customer service
• Flexibility to support global VIP partners across time zones
• Strong technical acumen with IoT technology, including Matter, Zigbee, and Z-Wave protocols, embedded software, and hardware
• Superior verbal and written communication, including experience with presentations to internal and external partners and stakeholders
• Proficient in organization
• Flexible and adaptable to meet business needs
• Strong cross-functional collaboration including the ability to manage multiple stakeholders (Partners, Engineering, Product Managers, and international counterparts)

Desired Skills

• Familiar with reading and/or writing programming languages such as YAML or JSON
• Experience with IoT and/or SmartThings product

SmartThings Benefits

• We offer an attractive compensation package with comprehensive health benefits, including medical, dental, vision, and mental health; an HSA with employer contribution; life & disability insurance; FSAs for health and dependent care expenses; a competitive 401k with a 5% employer match, and more.
• All of our employees enjoy unlimited PTO, 12 paid holidays, and a generous parental leave policy (8 weeks fully paid parental leave and 8 more fully paid weeks for childbirth recovery leave).
• Eligible employees benefit from our education reimbursement program, and all employees enjoy access to learning resources through O’Reilly.
• Our commitment to diversity, equity, inclusion and belonging is embedded into our culture and our work, and everyone has frequent opportunities to join forums and groups and participate in ongoing projects.
• We offer a parking stipend to cover the monthly garage cost. EV chargers are also onsite.
• In-office catered lunches on Thursdays.
• Access to the onsite gym.

Base compensation range for this position is $62,205 to $88,595. Actual base within this range will depend on many factors including experience, skills, technical expertise and market alignment. In addition, this role is eligible for a 15% annual target bonus based heavily on individual performance.


At SmartThings, we are committed to creating an inclusive and accessible environment for all. If you require accommodations to participate in our hiring process or to perform the requirements of the job, we will work with you to meet your needs in compliance with applicable laws. Please reach out to talent@smartthings.com and a member of our Talent Acquisition team will connect with you further!

About SmartThings

Creating a safer, smarter world with you.


SmartThings brings your home to life by being the leading open platform for the consumer Internet of Things. Bringing together developers, device makers, and service providers to make the world a smarter place. From a door that knows when to lock itself, to a living room that can get the party started or a sink that can help to call a plumber; the opportunities are endless to make everyday objects around us more useful. So if you’re innovative, not afraid to challenge status quo, collaborative and have a passion for technology, then you’ve found your next home with SmartThings!

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