Partner Success Coordinator

We are set on finding an experienced Partner Success Coordinator to join our team onsite in Malta!

As a Partner Success Coordinator, your core responsibility is to play a supportive role in the Partner Success function. A significant aspect of your role involves managing administrative tasks relating to our partners and partner managers. This requires prompt and efficient handling of incoming inquiries, demonstrating a deep understanding of Fast Track CRM's products and services, as well as the direction of the Partner Success function. By effectively managing administrative tasks, you ensure that the partner managers can focus further on providing immediate value to their portfolio, therefore contributing to maintaining and achieving world-class NPS of 80+.

In addition to supporting the Partner Success function, your role involves streamlining internal processes to increase internal efficiency. You will be working closely with the Head of Partner Success, Partner Success Operations Manager, Partner Manager and Partner Support to maintain efficient processes, management systems and automation tools.

You will also be ready to jump on ad-hoc tasks that may arise to contribute to the overall success of the organisation. This means maintaining a collaborative and positive can-do attitude is key in order to succeed in this role.

As Partner Success Coordinator at Fast Track, you will focus on:

Administrative Support and Task Management

• Assist the Partner Success team with administrative tasks and documentation

• Coordinate with the Head of Partner Success and Partner Success Operations Manager to schedule relevant team meetings, workshops and retrospectives

• Prepare and distribute meeting agendas and minutes

• Handle general administrative tasks to support the Partner Success team

• Optimise admin processes to minimise response times and enhance the partner experience

Partner Data Maintenance

• Help in managing and updating Planhat and other systems with relevant customer data

• Accountable for all customer data accuracy and integrity within Planhat and other department tools

• Collaborate with Business Operations to provide basic troubleshooting and support for CRM-related issues

Reporting and Documentation

• Assist the Head of Partner Success and Partner Success Operations Manager to prepare Partner Success reports, presentations, and partner success-related documentation

• Maintain and update internal knowledge bases and department documentation

• Organize and structure information for easy access and retrieval

• Ensure all documentation is up-to-date, accurate, and easily accessible, particularly processes and guidelines on Gitbook

• Assist in implementing and optimizing key operational workflows and playbooks

• Provide regular reports and updates on partner management performance, market trends, and NPS to the management team

Cross-functional Collaboration

• Collaborate with cross-functional teams, and other support functions in particular, to develop internal processes, systems, and automation tools to deliver world-class experiences

• Assist with the coordination of partner feedback and analysis, particularly NPS results

Event and Partner Engagement Support

• Assist in organising partner management events, webinars, and conferences

• Help to coordinate partner training sessions and webinars

• Assist in creating and maintaining partner resources and materials

Partner Communication Support

• Maintain distribution and contact lists in Planhat for the ease of sending routine partner communications

• Assist with tracking partner onboarding and pathway processes and milestones

• Must have strong customer or technical support experience
• Familiarity with the iGaming industry and an understanding of how CRM works (Customer Support profiles welcome)
• Experience using help desk software and remote support tools
• Excellent command of verbal and written English
• Strong communication and interpersonal skills
• Team player and capable of working independently and using initiative to troubleshoot issues
• Self-motivated and has good attention to detail
• Ability to work in a fast-paced work environment
• Experience diagnosing and resolving customer requests/issues
• Enjoy problem-solving and providing solutions
• Tech-savvy - you have the necessary technology skill and experience needed to perform the role. You are well-informed about modern technology and have a curiosity and understanding to stay agile and open to new technological and disruptive developments and advancements
• iGaming industry experience, preferably in B2B and B2C companies (Preferable but not essential)

Additional Requirements (not essential):

• Additional languages would be an advantage
• Have a flair for writing
• Planning and organisational skills
• Technical query support experience
• Ability/willingness to work shift patterns when required

Working at Fast Track

Fast Track is a disruptive technology company, recognised as the iGaming industry CRM leader. Fast Track provides a new way of working, enabling teams to focus on innovation and growth. We are a tight unit with a strong culture and our leadership in tech and the product has attracted high-performance individuals. Fast Track works with hundreds of companies worldwide, with offices in Malta, Sweden, Spain, and the United States, and has been certified as a Great Place To Work®️

Perks and Benefits of Working at Fast Track in Sliema, Malta

• Great Place to Work® Certified – Officially recognised for our commitment to building an engaging high-trust culture.

• Collaborative Onsite Work Environment – Be part of a dynamic, innovation-driven team in an open, inspiring workspace.

• Best office on the Island - Work in Sliema with an amazing terrace and sea view

• Be part of our yearly Growth Summit – Join our global team for an inspiring event to connect, collaborate, and celebrate together.

• Parking - Enjoy hassle-free commuting with complimentary parking

• Wellbeing Benefit – We sponsor your well-being activities such as gym memberships or fitness classes to support your health and feel free to join our internal fitness communities including (Yoga, Football Padel and Running)

• Private Health Insurance – Comprehensive coverage for you through Atlas.

• Mental Wellbeing – 24/7 access to mental health support, to support your mental wellbeing needs.

• Top-of-the-line Equipment – Best-in-class MacBooks and all the tools you need to excel.

• Breakfast Every Day – Start your morning with a complimentary, healthy breakfast at the office.

• Mobile Plan - We cover your mobile plan

• Fast Track discounts - Get different discounts from nearby shops and restaurants