Manager, Voice of the Partner Team

Manager, Voice of the Partner Team 

Your Role: As the Manager of the Voice of the Partner Team, you will report to the Senior Director of Partner Experience and be instrumental in overseeing and enhancing our partner feedback channels. Your primary responsibility will be to manage escalations, power our partner feedback channels, and guide strategic initiatives based on that feedback. This role demands resilience, resourcefulness, and empathy towards our partners and their business needs. You will utilize all gathered insights to drive forward our partner program strategy, initiate cross-functional changes and drive positive partner relationships.

Responsibilities:

• Manage and prioritize partner feedback channels, ensuring timely and actionable use of the data, including existing feedback channels such as the partner advisory council as well as the bi-annual partner pulse survey. 
• In addition to overseeing the existing established feedback channels, lead your team to develop and implement strategies for new and innovative ways to gather partner feedback in a more timely and actionable manner to help us navigate impact of current events on the partner ecosystem
• Most critically, you will help your team and the entire organization utilize insights from feedback gathered, to drive strategic changes and improvements in the partner program structure and our operating model with partners 
• Act as a strong project manager, overseeing the execution of feedback-related initiatives with cross functional partners
• Foster a culture of empathy and partnership with our stakeholders and be a champion for the voice of the partner 
• Effective handling of partner escalations and resolutions. Escalations are typically in relation to deal credit, sales process, and a variety of UGJ issues that impact how we sell and service with our partners.

Qualifications:

• Proven experience in a managerial role, preferably in handling partner/customer relations or similar roles.
• Strong project management skills with a track record of delivering results in a dynamic environment.
• Expertise in conflict management and resolution, with a proactive approach to problem-solving.
• Ability to adapt and thrive in a fluid, fast-paced work environment.
• Passion for developing and mentoring team members, promoting growth and collaboration.
• Excellent communication skills, both written and verbal, with the ability to articulate complex ideas effectively.
• Bachelor’s degree in business, marketing, or a related field preferred.
• You must have a passion for people and conflict resolution

Bonus Skills: