AddressAs a Gigamon Partner Success Program Manager you will foster and manage relationships with Global Services' Channel Partners, enabling them to deliver the highest quality post-sales Support and Services experience to our mutual customers.
Gigamon's Partner Success Program provides the framework to: assess prospective partners, seeking to join the program; onboard new partners that meet program membership requirements; review the performance of program members on an ongoing basis, ensuring that exceptional standards of service and support are delivered to the end customer.
The successful candidate will be well versed in the delivery of high-tech services by global vendors either directly, or via partners. While the majority of the role and responsibilities can be performed remotely, the candidate should be prepared for some travel within region/globally as required. This position reports into our Head of Global Partner Success.
Responsibilities
- Work closely with internal stakeholders, such as the Head of Global Partner Success and regional Channel Account Managers, to identify and engage with the key partners who possess the appropriate: service offerings; technical skills; geographical coverage and local language/cultural capabilities.
- Lifecycle Management of Partners participating in the Gigamon Partner Success Program. For example:
- Engage with and assess prospective new program members, to understand their existing service capabilities, systems, processes and documentation and how Gigamon products and solutions would fit into their service offerings.
- Onboard new program members, to ensure they meet program requirements and are fully enabled to be able to deliver high quality services.
- Understand how the partner measures their service performance and what customer satisfaction reviews are delivered as part of the partners' service offerings.
- Monitor and review Partner performance, developing improvement plans if/as needed. Includes areas such as: technical performance metrics; financial performance; quality of technical interactions and escalations; and customer satisfaction.
- Prepare for and conduct Service Reviews with existing partners at senior management and operational levels.
- Be a point of contact and escalation for program members to ensure any questions, feedback or issues are addressed quickly and effectively, with positive outcomes. Example topics might include:
- Partner compliance status in relation to program requirements
- Salesforce or other systems related issues
- Program discounting and non-standard opportunity discounts
- Questions about how to process an individual opportunity
- Enquiries relating to assets, ownership or maintenance contracts
- Assisting in developing service metrics and reporting on overall performance of the Partner Success Program.
- Represent and promote the Partner Success Program within the broader Gigamon community.
- Develop strategic partnerships and align available resources to support a successful, sustained relationship that stimulates long-term revenue growth and success for Gigamon.
Skills and Qualifications
Must have:
- Excellent English communication skills, both verbal and written.
- Minimum 7-10 years knowledge/experience of high-tech post-sales Services and Support, specifically:
- Technical Support and Call Center operations
- Professional Services and Field Service operations
- Working with channel and service partners
- Familiarity of Services Renewals
- Self-driven, capable of working independently, managing own workload with multiple competing priorities.
- Experience within a two-tiered Vendor/Partner support model and clear understanding of that service relationship.
- Strong reporting and analytical skills, specifically using Microsoft Excel and Salesforce, but also using tools such as Domo, Power BI, Tableau, etc.
- Proven track record of developing and maintaining positive working relationships.
- Experience developing and evolving Partner Programs and associated processes to support business requirements.
- Solid organizational, time management, interpersonal and presentation skills.
- Exceptional problem solving, critical thinking and decision-making skills.
Advantageous:
- Additional language skills.
- Understanding of Networking, Performance and/or Visibility technologies.
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