The Partner Success Manager will drive partners’ escalations with a focus on satisfaction through fast, effective resolution and appropriate communication. The PSM will interact with various stakeholders throughout the company to resolve partner escalations and improve processes.

A SNAPSHOT OF YOUR ROLE

  • Coach, manage and develop a team of Partner care executives

  • Prepare DWMQ (daily, weekly, monthly and quarterly) reports/reviews to external and internal stakeholders

  • Work with the Helpdesk team to improve overall performance

  • Needs to know all the functions of the PCE

  • Be the point of escalation and able to address these accordingly

  • Be able to plan actions strategically in accordance to internal/external objectives

A BIT ABOUT YOU

  • Demonstrated skill in managing customer service interactions

  • Strong communication, time management, and interpersonal skills

  • Technical aptitude in server, desktop, & network management

  • Basic understanding of business needs and priorities

  • Ability to assimilate new information quickly

  • Experience with CRM software, like Salesforce, is preferred

  • Experience working with IT Managed Services is preferred

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