Senior Partner Services Manager

Date Posted: Posted30+ days ago
Salary:
Remote

Job Description

The Partner Services Manager will have responsibility for the onboarding, enablement and ongoing support of Zendesk Solution Provider, BPO and System Integrator partners for their region. The position sits in our WorldWide Partnerships and Channel organization, reporting to the Senior Director, Partner Services.

Working with multiple Zendesk partners, your primary objective is to guide and support these partners from initial onboarding, to full enablement and development of a Zendesk Services Practice. In doing so, you will contribute to the growth of your regional Partner ecosystem, providing a diverse range of certified partners to Zendesk customers and internal stakeholders (Sales, Professional Services, Advocacy and Success) while aiding the partner in acquiring a quicker time to revenue.

This role requires a self starter with experience in either management consulting or partnership and alliances experience. You will have the opportunity to help facilitate the enablement journey for new partners through enablement workshops, advising on recommended learning courses, and developing local country content and material.

You will have a passion for the success of the partner ecosystem, enjoy working in a fast-paced multifaceted environment, have the ability to execute quickly and work cross-functionally. Key attributes include innovative thinking and a continuous improvement attitude which will help advance the program delivery as Zendesk scales & enhances its partner ecosystem.

Facilitating partner bootcamps, and collecting partner metrics across implementation, advocacy and success to align with partner KPIs and performance.

Responsibilities

This role will work internally and externally to assist with partner development and support in their assigned region. They will be responsible for the development and facilitation of SMB, Commercial, and local language partners. Overall the role is responsible for the enablement and success of partners engaging in post-sale services delivery including implementation, advocacy (support) and customer success. Key responsibilities include:

  • Drive, enable and support Zendesk partners to develop implementation, advocacy and success services for their customer base.
  • Be the primary point of contact for partners regarding all core Zendesk product and feature queries (product SME) and act as a conduit to Zendesk Product and Professional Services, Advocacy and Success teams as required to support such queries
  • Actively engage with Zendesk Professional Services to master the latest implementation best practices methodologies and disseminate knowledge to partners
  • Manage partners through the implementation enablement process
  • Regional owner of partner critical issues for sub contracting, Consulting / SI, GSI and Reseller/BPO implementation delivery activities.
  • Facilitate partner resource development, including regional Implementation, Advocacy and Success Bootcamps
  • Facilitate the management of partner metrics across implementation, advocacy and success to align with partner KPIs and performance.
  • Assist with partner product certifications and practice development
  • Effectively engage with Zendesk Advocacy team to ensure support tickets logged by partners are being serviced accordingly
  • Handle country specific partner ecosystem, enablement material development, and strategy alignment (where applicable)
  • Work with the Senior Director of Partner Services to align on strategic partner recruitment and development to meet strategic goals of ecosystem
Requirements
  • Understanding of SaaS business models and channel partner strategy as it relates to post sale capabilities
  • 6+ years of Professional Services consulting and project management experience
  • Desired: 3+ years of partner management experience
  • Ability to lead in ambiguity
  • Experience working with Enterprise Software systems, Understanding of CRM and/or CX technologies is a plus
  • Consistent record which demonstrates initiative and critical thinking
  • Strong analytical skills: proven ability to find solutions to complex problems, interpret feedback, results and data to derive business insights
  • Flexibility to adjust and keep up with fast paced, evolving team
  • Ability to handle both internal and external stakeholders
  • Experience working with in with enablement teams, channel teams, or strategic partnerships
  • Highly collaborative, teammate who can work cross-functionally to ensure partner success and influence stakeholders
  • University degree or equivalent experience required

About Zendesk - Champions of Customer Service
Zendesk started the customer experience revolution in 2007 by enabling any business around the world to take their customer service online. Today, Zendesk is the champion of great service everywhere for everyone, and powers billions of conversations, connecting more than 100,000 logos with hundreds of millions of customers over telephony, chat, email, messaging, social channels, communities, review sites and help centers. Zendesk products are built with love to be loved. The company was conceived in Copenhagen, Denmark, built and grown in California, taken public in New York City, and today employs more than 4,000 people across the world. Learn more at www.zendesk.com.

We believe in service. Learn more about how we provide support to our local communities with volunteering, grants and product donations.

Zendesk is an equal opportunity employer, and we’re proud of our ongoing efforts to foster global diversity, equity, & inclusion in the workplace. Individuals seeking employment and employees at Zendesk are considered without regard to race, color, religion, national origin, age, sex, gender, gender identity, gender expression, sexual orientation, marital status, medical condition, ancestry, disability, military or veteran status, or any other characteristic protected by applicable law. We are an AA/EEO/Veterans/Disabled employer. If you are based in the United States and would like more information about your EEO rights under the law, please click here.

Zendesk endeavors to make reasonable accommodations for applicants with disabilities and disabled veterans pursuant to applicable federal and state law. If you are an individual with a disability and require a reasonable accommodation to submit this application, complete any pre-employment testing, or otherwise participate in the employee selection process, please send an e-mail to benefits@zendesk.com with your specific accommodation request.


By submitting your application, you agree that Zendesk may collect your personal data for recruiting, global organization planning, and related purposes. Zendesk's Candidate Privacy Notice explains what personal information Zendesk may process, where Zendesk may process your personal information, its purposes for processing your personal information, and the rights you can exercise over Zendesk’s use of your personal information.

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Job Detail

  • Job Id
    f9f684680f26c2d3
  • Location
    Remote
  • Company
  • Type
    Private
  • Employment Status
    Permanent
  • Positions
    Available
  • Career Level
    Experience
  • Gender
    Male/Female

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