Partner success manager

7 days ago

Hubli, India Recro Full time

Designation - Partner success manager Location – 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 / SaaS 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 DOMO Preferred 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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