Senior Partner Support Manager
New
PolandFull-TimeManager
Salary not disclosed
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Job Details
- Required Skills
- AgileRelationship managementStakeholder managementSaaS
Requirements
- Experience in Partner Support, Customer Support, or Partner/Customer Success.
- Background in SaaS or ERP environments.
- Experience working with partner ecosystems (resellers, system integrators).
- Understanding of support operations: ticketing, SLAs, escalation management.
- Experience working in or alongside Agile environments.
- Cross-functional collaboration skills.
- Strong relationship management and communication skills.
- Analytical mindset for interpreting support metrics.
- Problem-solving and stakeholder management capabilities.
Responsibilities
- Execute Partner Support strategy by translating director-level priorities into actionable plans.
- Coordinate and guide Partner Support Pods within an Agile framework.
- Manage and prioritize the partner support backlog.
- Act as a trusted senior contact point for partners.
- Oversee complex partner issues and drive cross-functional escalations.
- Collaborate with Product, Engineering, and Customer Success to remove blockers.
- Track and analyze support KPIs to drive continuous improvement.
- Identify inefficiencies to optimize support processes and tooling.
- Execute partner enablement and training initiatives.
- Improve support documentation and knowledge base quality.
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