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Partner Onboarding & Support Lead

Expired Job

Iconma, L.L.C. Sunnyvale , CA 94085

Posted 3 months ago

Partner Onboarding & Support Lead

Location: Sunnyvale, CA

Duration: 1 year

Position Description:

Americas - Client Join the fast growing Americas Channel Sales Program team within client! As a Partner Onboarding & Support Lead, you will leverage your operational rigor, data analysis skills, performance coaching and process excellence skills to govern operations that engage with and activate thousands of Cloud reseller and service channel partners at scale. Skilled in partner management and optimizing the partner experience, you will coach partners directly along their onboarding and enablement journey. You will also coach our vendor agency support team on their performance, manage escalations and drive projects to improve our process to maximize partner satisfaction along the lifecycle. Finally, you're a strong operational analyst with a keen eye for developing data-driven operational improvements.

Responsibilities:

  • Execute, measure and iterate on Americas Cloud Partner onboarding and support initiatives for the channel program

  • Analyze and drive regional Partner Onboarding and Support team performance against key performance indicators (KPIs); design and deply improvements.

  • Design and maintain operational dashboards.

  • Pre-empt, manage, and mitigate regional partner escalations.

  • Serve as voice of potential partners, in internal discussions to improve our Cloud products and channel offerings.

  • Lead efforts to identify and qualify upsell/cross-sell and other value-add opportunities.

Mandatory:

  • 7+ years' professional experience in partner management and support

  • Experience (2+ years) working at a top Enterprise software company in support and/or onboarding

  • Experience in analyzing data: skilled in SQL querying and E-T-L for data and creating operational dashboards.

  • Experience working with Salesforce (SFDC) as CRM/PRM in a support operations environment.

  • Ability to speak and write in English fluently and idiomatically

Desired, but not mandatory:

  • Process improvement experience and/or certification (Lean, Six Sigma)

  • Ability to speak and write in Portuguese fluently and idiomatically.

  • Ability to create impactful messages and tailor them to multiple audiences.

  • Ability to quickly learn, understand and work with new and emerging technologies, methodologies and solutions in the cloud technology space.

  • Experience working with Salesforce (SFDC) as CRM/PRM in a support operations environment.

Skill Name Level (1-5, 5 being the highest) Years
1 2 3 4 5 5
7+ yrs exp in Partner Support and/or Onboarding 5 6-8 Years
2+ years in Onboarding/Support at an Enterprise Software Company 5 0-3 Years

Dashboarding in operational/call center environment 5 4-5 Years


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Partner Onboarding & Support Lead

Expired Job

Iconma, L.L.C.