Senior Manager - IT Management

This is a hybrid role that has a requirement of working at least three days a week in the office.

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 Specialist will assist in establishing and nurturing relationships with key stakeholders (TPM) within business IT units. This includes participating in regular check-ins, gathering feedback on their business goals, and ensuring satisfaction with the services provided. The Specialist will support the Partner Success Manager in addressing concerns and helping stakeholders navigate challenges.

Assistance in Team Development.

The Partner Success Specialist will support the Partner Success Sr Specialists and Manager by participating in team activities and sharing insights. This includes engaging in training sessions and contributing to a positive team environment.

On Boarding support:
The Partner Success Specialist will assist in the onboarding process for new services by helping to gather information from partners and Core Tech, chasing teams and ensuring that the Core Tech teams understand their needs. This may involve participating in workshops and providing support during the initial phases of onboarding.

Performance Monitoring Assistance:
The Partner Success Specialist will help track customer health metrics, such as usage statistics and satisfaction scores. By gathering and organizing this data, they can assist the Partner Success Manager in identifying trends and potential issues.

Support in Strategic Planning:
The Partner Success Specialist will assist in the execution of partner success plans by helping to gather information on stakeholders' goals and objectives. This includes supporting the identification of key performance indicators (KPIs) and contributing to the review of progress.

Cross-Functional Collaboration:
The Partner Success Specialist will collaborate with various internal teams to ensure a seamless customer experience. This involves sharing insights from stakeholder interactions and assisting in the coordination of efforts to resolve issues.

Risk Management:
The Partner Success Specialist will help identify service issues and support the Partner Success Manager in developing strategies to mitigate churn. This includes proactively addressing potential risks to customer satisfaction and contributing to solutions that enhance the overall customer experience.

We will count on you for:

• Self-motivated to excel in a remote position, collaborating effectively with a remote team
• You are a self-starter; you can take initiative without waiting for direction.
• The ability to work in a fast-paced environment with changing priorities and deadlines
• You are used to working and communicating with both business and technical stakeholders at varying levels of seniority
• Extensive experience in designing and communicating technology solutions that can be traced back to requirements

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.