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Partner Success Manager
hace 3 meses
The Role:
Strategic level:
- Design and execute partner strategy aligned with AW365's mission and vision.
- Cultivate strong partner relationships to enhance
Indirect Customer Satisfaction &
Adoption
- Lead innovative projects to
Improve Partner Satisfaction and Partner Capability
Optimization ensure knowledge and competence are enabled and embedded. - Implement
Partner Excellence s**trategies and best practices that demonstrate the advantages of A365 products. - Collaborate closely with operational teams to roll out new solutions and features.
- Advise on product development strategy based on partner feedback and needs.
A365 Engagement - oversee interaction, delivery performance, contractual SLAs, and escalation points.
- Lead, mentor, and develop a highperformance team.
- Oversee daytoday operations and report on metrics.
Tactical level:
- Design processes and continuously drive innovative Service Improvement.
- Implement partner enablement and awareness programs for platform adoption.
- Implement processes and best practices that align with the organization's longterm goals.
- Define service product roadmaps, features, and enhancements based on partner and customer feedback.
- Proactively understand and address customer needs and challenges.
- Monitor service delivery performance meeting established service level agreements (SLAs).
- Regularly generate reports and track key performance indicators (KPIs) to evaluate service excellence.
- Identify and implement necessary changes and improvements in coordination with the operational chain.
- Work experience as a Customer Success Manager, Partner Service Manager, or Client Service Manager.
- 5+ years of work experience within the Software industry: CPaas, UCaaS, or SaaS in a scaleup environment.
- 5 + years of proven experience in leadership roles collaborating with Clevel stakeholders.
- Proficient in change management, service & quality management, and process improvements.
- Stakeholder collaboration with Support, Professional Service, Product, & Cloud teams.
- Technical proficiency in SaaS platforms, Microsoft, Service Now, ITIL framework, and other relevant software tools.
We pick character over skills:
- **Communication**:ensure efficient and professional communication throughout the organization.
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Leadership:
Inspire, motivate, foster shared purpose, lead by example.
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Collaboration:
work effectively, building strong, trustworthy relationships with others.
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Customer centricity:
ensures top service by understanding customer's needs.
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Problem-solving:
Analytical skills to identify and resolve customer issues, Quick thinking to provide on-the-spot solutions.
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Empathy:
respond with sensitivity.
