Partner Success Agent

Company Description:

Nox is the leading property area specialist in Camps Bay and Clifton, with dedicated divisions for sales, holiday rentals, and long-term rentals. Founded in 2003, we bring decades of experience. We offer a personalised and professional service, ensuring guests satisfaction and excellence in property management.

Mission for the role:

To act as the primary liaison between Nox Cape Town and its property partners, ensuring each partner is fully supported from onboarding through to long-term performance. The Partner Success Agents ensure operational readiness, proactive communication, transparent reporting, and early issue detection—building trust, improving satisfaction, and reducing churn. They ensure every partner feels heard, informed, and valued throughout their relationship with Nox.

Outcomes and Key Accountabilities:

• End-to-End Relationship Stewardship:

Own the relationship from post-signature onboarding through to ongoing performance. Ensure each partner is guided confidently through operational go-live, understands Nox processes, and is satisfied with the level of service and communication.

• Onboarding and Operational Readiness:

Lead the property onboarding journey post-contract. Coordinate with internal teams to ensure each property goes live smoothly, and that the partner receives timely updates, documentation, and a strong understanding of how Nox operates.

• Partner Communication & Responsiveness:

Act as the single point of contact for all partner queries. Ensure that queries are responded to within SLA, escalation protocols are followed, and partner sentiment is monitored. Proactively share relevant updates about operations, finance, maintenance, and bookings.

• Partner Feedback, Sentiment & NPS:

Collect and surface regular partner feedback to keep a pulse on satisfaction and concerns. Conduct periodic NPS and sentiment assessments. Target a material increase in Partner NPS (e.g. +15 points YoY) through improved service and communication.

• Churn Risk Detection & Retention:

Monitor signs of dissatisfaction (e.g. late payments, declining availability, negative tone), flag churn risk early, and proactively work to resolve concerns. Target a 10% reduction in churn over 12 months.

• Proactive Reporting & Value Communication:

Prepare and deliver performance reviews tailored to the partner tier, containing clear insights, revenue data, and value-add recommendations. Provide transparency that encourages trust and reinvestment.

• Information Orchestration:

Coordinate information flow across departments—QC, Maintenance, Guest Services, Finance, Pricing—into clear, professional communication with partners. Ensure that no query is dropped or misunderstood internally.

• Tech Stack Mastery & Hubspot Utilisation:

Maintain all partner interactions in Hubspot (email, WhatsApp, call logs) with full visibility and clarity. Use integrated tools (Boom, Pricelabs, Xero, Notion, Asana) to respond accurately and efficiently to partner requests.

Key Performance Indicators:

Relationship & Operational Delivery

1.Partner Onboarding Completion

Target: 100% of signed partners onboarded and live within defined SLA (e.g. 21 days).

2.Partner Feedback Volume

Target: ≥ 3 structured feedback touchpoints per partner per year; quarterly pulse surveys optional.

3.Partner Response SLA

Target: ≥ 95% of queries responded to within 4 business hours.

Satisfaction, Retention & Revenue Impact

1. Partner NPS

Target: ≥ 15-point improvement YoY; aim for ≥ 70 baseline.

1. Churn Rate

Target: ≤ 8% overall churn; aim to reduce by ≥ 10% YoY.

1. Revenue Uplift per Strategic Partner (Band A)

Target: ≥ 5% YoY uplift per property (where relevant).

Reporting & Value Communication

1. Review Pack Delivery Rate

Target: 100% on-time delivery (quarterly for Band A, bi-annually for Core, annually for Emerging).

1. Actionable Recommendations

Target: ≥ 2 implemented recommendations per Strategic/Core partner per cycle.

1. Internal Escalation Timeliness

Target: 100% of critical issues escalated within 2 hours of identification.

Core Competencies (General Success Traits)

1. Accountability
2. Owns the full lifecycle of the partner relationship. Doesn't let requests drop, and follows through consistently.
3. Communication
4. Communicates clearly, empathetically, and professionally. Can simplify complex issues and tailor tone to context.
5. Customer Focus
6. Understands that every task—big or small—contributes to partner satisfaction and trust.
7. Building Trust
8. Earns partner confidence through honest, timely, and consistent delivery—especially when handling difficult conversations.

Role-Specific Competencies

1. Customer Onboarding & Lifecycle Management
2. Guides partners from post-signature to operational go-live. Tracks onboarding steps, delivers confidence, and smooths out blockers.
3. Relationship Management
4. Maintains a professional, respectful, and helpful posture even when the partner is under stress or unhappy. Knows when to escalate and when to hold the line.
5. Proactive Communication
6. Sends updates before partners need to ask. Anticipates common questions and prepares responses before they arise.
7. Data Fluency
8. Interprets booking trends, cost reports, and issue logs to explain outcomes to partners and recommend next steps.
9. Information Coordination
10. Gathers, filters, and relays information from internal systems and teams. Creates a single source of truth for the partner.
11. System Proficiency
12. Efficiently uses Hubspot, Boom, Pricelabs, Asana, Notion, and Xero to track tasks, access data, and respond confidently.

What Great Looks Like – Partner Success Agent:

The Partner Success Agents are a calm, competent voice for the property partner—before, during, and after their onboarding into the Nox portfolio. They build rapport early and sustain trust through operational excellence, clear reporting, and timely responses.

They act as the internal quarterback for every query, resolving issues by pulling together insights from across the business. Whether it's preparing a review pack, flagging churn risk, or guiding a partner through a sensitive matter, they lead with empathy and precision.

They don't just manage accounts—they manage relationships, confidence, and long-term value.