With over 700 third-party-owned facilities, Extra Space Storage knows what it takes to build successful relationships with self storage owners and operators across the country. Partner Services—a division of the Third Party Management department at Extra Space Storage—is responsible for ensuring the long-term success of our third-party and joint venture partnerships.
To spotlight the Partner Services group at Extra Space Storage, we spoke with Eric Bishop-Berry, Senior Director of Third Party Management, about partner support and the ways in which this team drives value for our partners every day.
Q: What are the Partner Services group’s goals?
A: We support over 250 different partnership groups across the nation. Collectively, these partnerships account for over 700 of our 1,900+ self storage facilities. Our goal is simple—to provide each partner with consistent industry-leading service. If our partners are successful, we are successful.
Q: Are there unique teams within the Partner Services group?
A: Partner Services is actually part of the Third Party Management team. Third Party Management at Extra Space Storage plays a crucial role in the long-term success of our management platform. The Partner Services group picks up when new third-party-owned properties onboard. Once onboarded, Partner Services becomes the primary point of contact for these owners. Marketing, pricing, facilities, operations, the call center, accounting, and many other departments within Extra Space Storage contribute to a property’s success. And this is where Partner Services comes in. We have exceptional talent on this team. They understand Extra Space Storage in and out and bring an owner-centric approach to our partners.
Q: Who makes up the Partner Services group?
A: Making up the Partner Services group are:
- Chris Harden, Director
- Maria Avellana, Manager
- Tyler Cichos, Manager
- Spencer Graves, Manager
- Connor Lilley, Analyst
- Derek Day, Analyst
Harden oversees the group and has assembled a multifaceted team. Avellana is a former Extra Space Storage District Manager. Cichos comes from a banking background, and Graves has expertise in revenue management. Lilley and Day have backgrounds in higher education and asset management, respectively. The collective knowledge of the group is immense, and their teamwork is significant. Although they work with specifically assigned partners, they share their expertise with each other to better the team and our partners.
Q: Does Partner Services’ work cross over with another department’s?
A: Yes! Since we are the primary contact for third-party and joint venture owners, we interact with almost all departments at Extra Space Storage. It’s a significant part of the job. We work with Corporate and Field Operations to provide partners with the resources they need. The National Sales Center delivers world-class customer service on behalf of our partners, and our Marketing team ensures the integration of our brand. But those are just a few examples. Our partners have access to the same resources that make our own properties successful. It takes the collaboration of everyone at Extra Space Storage to provide that level of support!
Q: What word best describes the work done by the Partner Services?
A: Connector or hub—we’re the central connecting point for our partners to the Extra Space Storage platform.
Q: How does the Partner Services group promote collaboration?
A: We are fortunate that collaboration comes naturally with our group. As a company, we hold ourselves to specific store support service levels. That is no different when it comes to supporting our partners. We set high standards for the level of support we provide, requiring constant collaboration amongst the team. We also make sure to have face-to-face interactions with our partners. Currently, that’s mostly through video calls, but we’re hopeful for more in-person interactions again this year.
Q: Where has the Partner Services group made the most impact?
A: We’re proud of the strong relationships we’ve built with our partners. That’s a key factor for creating mutually successful partnerships and where we feel we have the most impact.
Q: What future project(s) is the Partner Services group looking forward to?
A: Our annual Partners Conference is just around the corner—scheduled for March 2021. This year will be our first virtual Partners Conference. Although we wish we could meet in person, we’re looking forward to this new virtual format. We’ve been diligently working, alongside many other teams at Extra Space Storage, to create a fun and engaging virtual experience. We’re excited to share what we have planned for 2021 with our partners!
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This article is part of an ongoing series of department spotlights at Extra Space Storage. Check back for more!