Partner success manager

6 hours ago

Bengaluru, India Recro Full time

Designation - Partner success managerLocation – Bangalore India (Office – Prestige Tech Park, Outer Ring Road, Bangalore)Key Responsibilities:- Develop and implement strategic plans for anyone/multiple of the services functions - Professional Learning, Customer support, and Partner success and align with respective Services leadership team.- Lead, mentor, and manage a team of any one or multiple services functions from Professional Learning, Partner Success and Customer Service in India- Manage team productivity and performance through instilling a metrics driven culture.- Define team and individual goals in alignment with Global Service objectives. Assist direct reports in the definition and attainment of individual goals.- Have regular 1-1's with direct reports.- Ensure that direct reports have the resources, information, and processes necessary to deliver effective technical solutions to our customers.- Develop and improve standard operating procedures, performance metrics, and feedback mechanisms for your team.- Conduct weekly/monthly reviews with Service leadership and present qualitative and quantitative data on business performance.- Conduct quarterly reviews with leadership.- Develop and maintain strong relationships with key partners to enhance collaboration and business opportunities.- Optimize resource allocation and project management processes to maximize productivity and profitability.- Ensure compliance with industry standards, regulations, and company policies.- Gathering customer feedback and communicating product/services improvement suggestions to the Development/Delivery teams.Key Leadership attributes for this role- Leadership and Team Management- Client Relationship Management- Strategic Planning- Operational excellence- Quality Assurance- Communication and Collaboration.Qualifications and Skills:- Bachelor’s or master’s degree in business administration, IT, Engineering, or a related field.- 10+ years of experience in professional services, customer services, consulting, or service delivery, with at least 2 years in a leadership role (Preferably in a Services or Product environment); Experience in managing and leading 24*7 Support (Preferably in a Product / Saa S environment) will be a great addition to the skills.- Exceptional understanding of Customer Experience and Professional Services Structure (Supply chain, ticketing, resolution and experience) is mandatory.- Strong leadership, team management, and people development skills.- Proven track record in driving customer success, project management, and revenue growth.- Excellent communication, negotiation, and relationship-building abilities.- Ability to work cross-functionally and collaborate with different departments.- Ability to build and pull-out report in Salesforce and Gainsight.- Experience using Zoom Contact Centre, workday and DOMOPreferred Qualifications:- PMP, ITIL, or Six Sigma certification.- Knowledge or experience of Edtech Software domain is a plus.- Strong analytical and problem-solving skills.Work Environment:- Hybrid work environment (4 days a week to work from office)- The role requires working in ET or MT (US business hours)

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