Partner Support Representative

Key Responsibilities:

• Partner Communication & Relationship Management:

  • Serve as the first point of contact for partners seeking assistance with product information technical issues or operational queries.

  • Develop and maintain strong positive relationships with partners through regular communication and support.

  • Ensure partners are satisfied with their support experience addressing their concerns in a professional and friendly manner.

• Issue Resolution & Troubleshooting:

  • Manage partner inquiries related to product functionality troubleshooting order status account management and other issues.

  • Troubleshoot and resolve partner technical issues by working with internal teams (e.g. technical support sales product).

  • Collaborate with relevant teams to escalate and resolve complex issues effectively and efficiently.

• Partner Onboarding & Training Support:

  • Assist with the onboarding process for new partners ensuring they are equipped with the necessary tools resources and information to get started.

  • Help partners navigate our systems platforms and processes to ensure they are using our products/services effectively.

  • Provide ongoing training and product updates to partners ensuring they stay informed of new features and best practices.

• Account Management Assistance:

  • Support partners with account management tasks such as setting up new accounts managing account settings and making updates to existing accounts.

  • Monitor partner accounts to ensure smooth operation and flag any issues that may need attention.

  • Assist in ensuring that partner agreements and terms are followed and adhered to.

• Collaboration with Internal Teams:

  • Work closely with sales product marketing and customer support teams to ensure partners receive a seamless experience.

  • Provide internal teams with feedback from partners helping to identify areas for improvement in products services or processes.

  • Share partner insights and suggestions to help improve the partner experience and product offerings.

• Documentation & Reporting:

  • Maintain accurate records of all partner inquiries issues and interactions in the CRM system.

  • Provide regular reports on partner support metrics including response times issue resolution and satisfaction levels.

  • Track recurring issues or concerns and work with internal teams to implement improvements or preventative measures.

• Proactive Partner Engagement:

  • Conduct regular check-ins with partners to identify any potential issues before they become major concerns.

  • Actively share product updates promotions and other relevant information with partners to keep them informed and engaged.

  • Help partners take advantage of all available tools resources and opportunities to maximize their success with the company.

• Partner Feedback & Improvement:

  • Gather feedback from partners on their experience with the companys products and services.

  • Work with internal teams to ensure that feedback is addressed and used to improve the partner experience.

  • Assist in the development of new support materials FAQs and knowledge resources based on partner feedback.

Requirements:

• Education:

  • Bachelors degree in Business Communications Marketing or a related field (or equivalent work experience).

• Experience:

  • 1-3 years of experience in customer support partner management or a similar role.

  • Experience in a B2B environment especially with partner-facing roles is highly preferred.

  • Familiarity with CRM systems (e.g. Salesforce HubSpot) and partner management tools is a plus.

• Skills & Abilities:

  • Excellent communication skills both written and verbal with the ability to explain complex issues in a clear and simple manner.

  • Strong problem-solving skills and the ability to handle challenging partner inquiries with professionalism and patience.

  • Ability to work independently and prioritize tasks in a fast-paced dynamic environment.

  • Strong organizational skills with attention to detail and the ability to track multiple requests and follow-up.

  • Ability to collaborate effectively with cross-functional teams.

• Technical Proficiency:

  • Proficient in Microsoft Office Suite (Excel PowerPoint Word) and Google Suite.

  • Familiarity with helpdesk software and CRM platforms (e.g. Zendesk Salesforce) is a plus.

  • Basic technical troubleshooting skills with the ability to work closely with technical teams when needed.

Preferred Qualifications:

• Experience working in a SaaS IT or technology-related environment.

• Ability to speak multiple languages (depending on the region or global partner network).

• Knowledge of the companys industry products and services is a plus.

• Previous experience working in a partner-facing or account management role is a plus.

Compensation:

• Competitive salary based on experience.
• Commission-based incentives tied to partner performance and revenue generation.
• Benefits package including health insurance retirement plans paid time off etc..
• Opportunities for professional development and career growth.