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Partner Manager

Bengaluru, KA
Job Code:
  • IT
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Job Details

Position RequirementsMain duties and responsibilities Act as the single point of contact for the internal customer, overseeing the complete Service Partner service delivery life cycle from signing, provisioning, through commissioning into post-sales support; Build and maintain strong relationships with Service partner, establish governance protocols with Service partner, conducting regular project and service and business reviews with appropriate levels within the Service partner; Main Interface between internal Customer, Sales, Service Delivery, and Service Assurance teams Point of escalation in region for exceptional service impacting activities; Provide technical support & instruction to the Service partner on service performance issues or process issues; provide support on financial queries and disputes; Actively participate in process development activities to improve measurable customer satisfaction indicators (CSAT) along with other KPI Detailed Roles and responsibilities Review service performance on a monthly basis with all named Service partner; Provide Service partner with service enhancement recommendations; Conduct regular governance meetings with Service partner, establishing close working relationships with key staff across the Service partner organization, establishing a full understanding of the Service partner business and drivers to identify current service requirements Work with the account teams to protect and, identifying and communicating customer requirements and delivering the highest level of service; Investigate pilferage and manage the delivery of accurate KPI and RCA, ensuring full follow up on recommendations on corrective and service improvement plans; Ensure all reported problems for Service partner are resolved in accordance with the contracted Service Level Agreements (SLAs); Take ownership on behalf of Service partner to manage fault outages on an exception basis; Support Sales Account Managers and pre-sales teams on major bids and expansion of service, providing guidance on service delivery and performance expectations, and details of the current installed base; Maintain and develop documentation, relevant correspondence, customer service related documents and scope of work with partners Facilitate the introduction of new service partner, e.g. coordinating with internal stakeholders on master data management, segmentation and Singing of SOW Provide Partners training on web portal tools, fault management , escalations procedures and Process knowledge Should be a Point of contact to liaise with Service partner and internal teams to resolve any billing issues or disputes; Manage Change Management request activities, where the Service partner s network may be impacted.Job specifications or qualifications Bachelor s degree at an accredited university and a minimum of 7 to 10 years of relevant Services experience; Background in Service Industry or Customer care industry is mandatory; Experience in project management techniques and process development ITIL Certification will be add-on Proficient in spoken English, Hindi. and written English Familiar with order Processing, fault management processes and tools; Self-motivated team player, capable of decision-making, negotiating and problem solving; Strong Technical presentation and report writing skills, able to communicate effectively at all levels within an organization. Advanced Excel skills and high proficiency in spreadsheet analysis. Capability to work in a challenging cross cultural environment; Excellent analytical and problem solving skills
Degree: M.Com. (Commerce) | M.Pharm. (Pharmacy) | M.Sc. (Science) | MA (Arts) | MBA/ PGDM | MCA/ PGDCA

Additional Degree: BE/ B.Tech (Engineering)

Experience: 7-10


Channel Sales | Corporate Sales | Relationship/Account Servicing | Technical Sales
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