Partner Manager Customer Support

The Partner Manager of Customer Support is responsible for maintaining effective support delivery through our channel reseller partners by applying deep knowledge of Revalizes support operations escalation processes and products. You will manage the daytoday operational relationship with partner support teams and ensure alignment with internal processes escalation protocols and servicelevel expectations. This role is critical to ensuring partners are equipped to deliver highquality Level 1 support while maintaining a seamless experience for shared customers. You will utilize internal systems support best practices defined policies and regular performance monitoring to uphold service standards and optimize the partner support model. 
 

Responsibilities:

• Serve as the primary point of contact for channel partners providing Level 1 support. 

• Build and maintain strong relationships with partner support leaders through regular touchpoints QBRs and joint planning sessions.  

• Clearly define and maintain the division of responsibilities between internal support teams and partner organizations including ownership of issue triage escalation and customer communication. 

• Ensure timely issue resolution accountability and clear communication throughout the issue lifecycle. 

• Manage the escalation process for issues transitioned from partner Level 1 to internal Level 2 and 3 teams.  

• Establish key performance indicators (KPIs) and service level agreements (SLAs) for partner support teams including metrics such as first response follow up and resolution time. 

• Continuously assess partner support performance against defined standards provide actionable insights and lead regular feedback loops including performance reviews and improvement plans to ensure accountability and effectiveness. 

• Define deliver and maintain structured training and enablement programs to ensure partner agents are knowledgeable on product functionality support workflows escalation criteria and customer engagement expectations. 

• Align partner and internal support processes to ensure consistency in service delivery including case handling knowledge base access escalation routing and documentation standards. 

• Proactively identify opportunities to restructure or realign partner relationships to better support business goals improve customer experience or address performance gaps. 

• Create and deliver regular reports and performance dashboards to internal stakeholders and partner leadership highlighting trends successes and areas for improvement. 

• Act as a voice of the customer by ensuring that partnerdelivered support maintains the same level of care professionalism and urgency expected from internal teams. 

• Occasional travel may be required 

Qualifications :

• 5 years of experience in customer support working directly with channel partners resellers or service providers responsible for customerfacing support delivery

• Strong understanding of multitier support models (Level 13 escalation workflows and customer success metrics 

• Exceptional communication and relationshipbuilding skills; able to influence without authority and build trust across functions and organizations 

• Analytical and processoriented mindset with a passion for operational excellence 

• Strong project management skills and ability to manage multiple partners or workstreams simultaneously 

• Proficiency in English (spoken and written) 

• Proficiency in German (spoken and written)  
   

Preferred Qualifications 

• Experience managing support or operational relationships involving shared revenue 

• Background in enterprise or B2B software support environments 

• Experience working with remote team members in multiple geographies and time zones 

• Experience working with support platforms such as Salesforce Service Cloud Jira or similar tools 

• Experience working in a PEbacked environment 

• Demonstrated ability to prioritize and simultaneously manage complex tasks to completion 

• Demonstrated advanced communication skills including both excellent verbal and precise written abilities 

• Demonstrated skills and persistence necessary to overcome challenges and meet objectives 

• Demonstrated experience of working constructively in a fastpaced collaborative and matrixed team environment 

Additional Information :

All your information will be kept confidential according to EEO guidelines. Qualified applicants will be asked to complete a 30minute online assessment as a part of your application. 

Remote Work :

Yes

Employment Type :

Fulltime