Senior Partner Support Manager

Job Summary

Driving the execution and continuous evolution of the Partner Support function, the full-time Senior Partner Support Manager (ERP) will operationalize the Partner Support strategy, manage support operations, and enhance partner relationships in a remote environment.

Key responsibilities

• Execute Partner Support Strategy by translating it into actionable plans and ensuring alignment with business priorities
• Lead Partner Support Pod to ensure high performance and continuous improvement within an Agile framework
• Own Support Operations and Backlog Management, collaborating with Support Management to prioritize partner support tasks effectively

Required qualifications

• Proven experience in Partner Support, Customer Support, or Partner/Customer Success roles within a SaaS or ERP environment
• Experience working with partner ecosystems, including implementation partners and system integrators
• Solid understanding of support operations, ticketing processes, SLAs, and escalation management
• Experience in Agile environments and collaborating with cross-functional teams such as Product and Engineering
• Strong relationship management skills with the ability to build trust and credibility with partners