Partner Enablement Manager

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.