Partner Experience Manager

Job Description:

As the Partner Experience Manager, you will play a pivotal role in cultivating positive relationships with our partners and ensuring their success within our solution. You will be responsible for managing the end-to-end partner experience, from onboarding to ongoing support, and driving initiatives to maximise partner satisfaction, retention, and expansion revenue. This role requires a combination of sales acumen, relationship-building skills, and a customer-centric mindset to drive partner strategy. Very close collaboration with the Partner Operations Specialist is key to this role’s success. Highly visible, customer-centric & strategic position to empower key Partners to continue to transform their business and meet their objectives. This role is crucial in driving strategy, adoption, renewals, and expansion within each of our partners.

Essential Job Duties and Responsibilities

Revenue Generation: Meet or exceed sales targets by driving partner engagement and facilitating the sales process from lead generation to deal closure. Collaborate with partners to identify upsell and cross-sell opportunities and maximise revenue potential.

•  Establish a project plan to expand the company's services to the entire customer base within assigned partners and turn on additional partner-consumed company services.
•  Ability to comprehensively and expertly present and promote company offerings as well as outcomes associated with those offerings.
•  Execute on all renewal and true-up/true-forward activities for the Company's services and offerings. 
•  Generate and execute MSAs, SOWs, and any other contractual agreements between the Company and our partners.
• Generate and maintain all sales forecasting in Salesforce.
• Prepare for and attend ongoing Sales meetings to provide projected revenue.
• Champion the voice of the partner within the organisation, driving cross-functional initiatives to enhance partner satisfaction and drive revenue growth.
•  Quota-driven role tied to the company booking plan.

Relationship & Communication Management: Develop and maintain strong relationships with key partners, up to Executive-level, serving as their primary point of contact for all inquiries, escalations, and strategic discussions. Act as a trusted advisor to partners, understanding their business objectives and providing tailored recommendations to drive mutual success.

• Conducting Business reviews to continue to showcase the Company's progress, achievements, and value.
•  Lead a business conversation with high-level decision makers.
•  Setting proper expectations with the partner
• Proactively manage any escalations and provide possible solutions.
• Collaborate closely with internal teams, including marketing, product, operations, and data support, to align on partner priorities and deliver a cohesive partner experience.
• Address partner concerns and issues in a timely and effective manner, working cross-functionally with internal teams to ensure prompt resolution. Serve as an advocate for partners within the organisation, championing their needs and priorities.

Success Planning & Execution: Collaborate with partners to define clear success metrics and objectives. Develop and execute standardised and customised success plans on an ongoing basis to help partners achieve their goals and maximise the value/ROI they derive from our partnership.

•  Monitoring Success measures established for the Partner every quarter.
• Work with partners to identify gaps in the ability to achieve defined success goals and provide possible solutions to close gaps.
•  Align Partner operations to Partner’s strategy and offers.

Training and Enablement and Enablement: Develop and deliver training programs and resources to empower partners with the knowledge and skills they need to succeed. Provide ongoing support and guidance to partners, helping them leverage our sales tools and processes effectively.

• Define a training and enablement plan to achieve revenue goals and success metrics.
• Schedule and host training sessions tailored to role-based functions with the Company's solutions adoption in mind.
• Obtaining a robust knowledge of OEM requirements for Partners, i.e. Cisco CX Specialisation

Performance Monitoring: Monitor partner performance, sales metrics, and engagement metrics, proactively identifying opportunities for optimisation and growth. Utilise data and insights to drive strategic recommendations and enhance partner outcomes.

• Generate business review content and presentations with assistance from the Partner Operations Specialist.
• Establishing a Partner Profile to define Partner KPIs, ROI, and business objectives.
• Create a governance plan and reporting to continuously monitor the health of the Partner.
• Other duties as assigned.

Qualifications:

• Bachelor’s degree or equivalent work experience in a related field
• Proven experience in sales, business development, or partner management, preferably within the IT industry
• Strong interpersonal and negotiation skills, with the ability to build rapport and influence decision-making at all levels.
• Strategic mindset with the ability to identify opportunities and drive results.
• Excellent communication and presentation skills, with the ability to articulate value propositions effectively.
• Highly organised with strong project management skills and the ability to manage multiple priorities simultaneously.
• Experience working in a fast-paced, dynamic environment with a high degree of ambiguity - Ability to wear multiple hats and multitask.
• Passion for driving customer/partner success and delivering exceptional partner experiences.
• Positive attitude and strong work ethic
• CRM experience, i.e. Hubspot, Salesforce.com, etc.
• Knowledge of Cisco & other network infrastructure products is an added benefit.
• Proven ability to: build strong relationships, build trust, effectively communicate, innovate, and collaborate.