Partner Enablement Manager

North America

Last updated: 26 May 2022

Partner Enablement Manager

The Partner Enablement Manager is responsible for the ongoing enablement of Partners, ensuring they can successfully sell, deploy and support our products and customers.

Position Title: Partner Enablement Manager

Country: North America

Position Reports Role: VP of Customer Experience

Goals

  • Partners are qualified and trained to successfully deploy and support our products
  • Our partners are enabled to fulfill the professional services needs of our customers so that they launch happily and renew.
  • Initiatives within the partner’s function are aligned with business-wide outcomes as defined by our OKRs.
  • Our partners are happy with our product and support, and this is reflected in our success measures (e.g., NPS, CSAT, partner productivity).
  • Partners know what to expect from Next Technik, our product and our partner/customer support services. Aligned understandings of what we do and don’t do, between the partner, their customers, and Next Technik, leads to the outcomes our customers expect.
  • Partners’ customers not only renew, but they expand their engagement with Next Technik and the partner. This includes the addition of new products to their subscription and the purchase of optimization/post-go-live services.
  • Partner NPS or CSAT is high because our teams are working together to solve their problems

Responsibilities

Training / Activation of Partners

  • Manage professional services delivery enablement sessions to ensure partner teams are educated and knowledgeable about our product, including emerging features.
  • Encourage a culture of learning, sharing, collaboration and live our values in everything that your do.
  • Co-ordinate team rituals (i.e., stand ups and other regular meetings) for your partners
  • Work closely with the Sales team and technical experts within the partner Deployments team to ensure non-standard inclusions to deployments are adequately scoped, documented, and included in contracts.
  • Invest in your own technical capability and that of your partners — if you see a gap take the initiative to address it, utilizing the resources and internal support network you have available.

Managing Partner Success

  • Drive successful professional service delivery using tools like KPI’s (i.e., delivery and customer satisfaction metrics, which must be tracked and reported on regularly)
  • Embrace our CRM, documenting activities, agreed partner actions, important discussions, next steps – the business has an expectation that this is a priority and always up to date.
  • Contribute towards the continuous improvement of our operations in partner activation.
  • Be accountable for the quality of work our partners are delivering, and address any quality gaps that may arise.
  • Manage our partner team capacity and ensure achievable milestones are provided to new deployment projects.

Partner Support

  • Work in concert with Next Technik’s global Partner Team, Sales and Customer Success/Account Management Team to support partners and customers alike to affect positive outcomes
  • Consistently demonstrate a curious nature towards understanding each partner’s business. Each partner is different – their expertise, industry focus, shared synergies, what makes them successful, and how can we work together, always striving for improvement.

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