Remote Otter LogoRemoteOtter

Partner Manager, Customer Support - Remote

Posted 13 weeks ago
Customer Service
Full Time
Worldwide

Overview

The Partner Manager of Customer Support is responsible for maintaining effective support delivery through our channel reseller partners by applying deep knowledge of Revalize’s support operations, escalation processes, and products.

In Short

  • Serve as the primary point of contact for channel partners providing Level 1 support.
  • Build and maintain strong relationships with partner support leaders.
  • Define and maintain the division of responsibilities between internal support teams and partner organizations.
  • Ensure timely issue resolution and clear communication.
  • Manage the escalation process for issues transitioned from partner Level 1 to internal Level 2 and 3 teams.
  • Establish KPIs and SLAs for partner support teams.
  • Continuously assess partner support performance and provide actionable insights.
  • Define and deliver training programs for partner agents.
  • Align partner and internal support processes for consistency.
  • Create and deliver reports and performance dashboards.

Requirements

  • 5+ years of experience in customer support with channel partners.
  • Strong understanding of multi-tier support models and escalation workflows.
  • Exceptional communication and relationship-building skills.
  • Analytical and process-oriented mindset.
  • Strong project management skills.
  • Proficiency in English and German.

Benefits

  • Confidentiality of information according to EEO guidelines.
  • Opportunity to work in a fast-paced, collaborative environment.
Revalize logo

Revalize

Revalize is a forward-thinking company specializing in product marketing, particularly in the B2B/SaaS sector, with a focus on solutions such as CPQ, PLM, and CAD. The company is dedicated to understanding customer needs and aligning its offerings with business objectives to create significant value. With a commitment to innovation and strategic leadership, Revalize fosters a collaborative remote work environment, empowering its team to drive effective go-to-market strategies and maximize marketing ROI.

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