Partner success manager

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:

• Bachelors or masters 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)