Senior Manager - IT Management

What can you expect?

The Partner Success Sr Specialist will be responsible for supporting the Partner Success Lead Specialists and the overall partner success strategy by managing their own portfolio of partner relationships (TPM) and delivery against strategic and tactical goals work. This role requires a proactive individual with a strong background in partner success and account management, who can effectively advocate for partners while ensuring their needs are met. The ideal candidate will collaborate with cross-functional teams to enhance customer engagement and satisfaction, while also contributing to the development of best practices within the Partner Success Team. This position is essential for driving the success of our partners and supporting the strategic objectives of the Partner Success Team.

Client Relationship Management:
The Partner Success Sr Specialist will be responsible for establishing and nurturing long-term relationships with key stakeholders (TPM) within business IT units. This includes conducting regular check-ins, understanding their business goals, and ensuring satisfaction with the services provided. The Sr Specialist will proactively address concerns and serve as a trusted advisor, helping stakeholders navigate challenges and maximize the value they receive from Core Tech offerings.

Support and Development:
The Partner Success Sr Specialist will support the Manager in mentoring and developing junior team members, sharing best practices, and contributing to a positive team environment. This includes participating in training sessions and providing feedback to enhance team effectiveness.

Onboarding:

The Partner Success Sr Specialist will assist in the Service Take On process, ensuring that the Core Tech teams effectively engage with BU IT Teams to understand their needs and ensure the correct services are provided. This may involve creating service proposals, conducting workshops, and providing ongoing support during the initial phases of onboarding.

Performance Monitoring and Reporting:
The Partner Success Sr Specialist will regularly assess customer health metrics, such as usage statistics, satisfaction scores, and engagement levels. By analyzing this data, they can identify trends, potential issues, and opportunities for improvement. The Sr Specialist will also provide updates on Partner Success metrics to the Manager and Partner Success Lead Speacialists, contributing to informed strategic decisions.

Strategic Planning Support:
The Partner Success Sr Specialist will assist in developing and executing tailored partner success plans by working closely with stakeholders to understand their unique goals and objectives. This includes helping to set specific milestones and identifying key performance indicators (KPIs) to ensure clients are on track to achieve their desired outcomes.

Cross-Functional Collaboration:
The Partner Success Sr Specialist will collaborate with various internal teams to ensure a seamless customer experience. This involves sharing insights from stakeholder interactions, coordinating efforts to resolve issues, and ensuring that all teams are aligned in their approach to customer engagement.

Risk Management Support:
The Partner Success Sr Specialist will assist in identifying service issues and collaborating with the Manager and wider Core Tech teams to develop strategies to mitigate churn. This involves proactively addressing potential risks to partner satisfaction and retention, contributing to solutions that enhance the overall customer experience.

What you need to have:

• Bachelors degree in business, Marketing, or a related field; Masters degree preferred.
• 10+ years of experience in Partner Success, account management, or a related field, preferably within an IT Services vendor organization.
• Proven track record of managing and growing customer accounts, with a focus on customer satisfaction and retention.
• Strong analytical skills with the ability to interpret and present data allowing for data-driven decisions.
• Excellent communication and interpersonal skills, with the ability to build rapport and trust with stakeholders. Excellent PowerPoint skills
• Strong problem-solving skills and the ability to navigate complex customer situations.
• Proficient in tools like Service Now and Planview is preferable

What makes you stand out?

• Adaptable communicator, facilitator, influencer and problem solver
• High attention to detail
• Good relationship skills, Proven ability to work on own initiative as well as in a team
• Ability to multi-task and prioritize time effectively

Why join our team?

• We help you be your best through professional development opportunities, interesting work and supportive leaders.
• We foster a vibrant and inclusive culture where you can work with talented colleagues to create new solutions and have impact for colleagues, clients and communities.
• Our scale enables us to provide a range of career opportunities, as well as benefits and rewards to enhance your well-being.