The Partner Support Manager will lead a team of 7 (6 application techs and engineers) to enhance client's distribution and integrator channels, initiate a new revenue-generating fee-based support model, and ensure exceptional customer satisfaction. This role focuses on hands-on escalation management, operational efficiency, and strategic development in automation.
Key Responsibilities:
- Revenue-Based Model: Spearhead the creation and management of a new payable support system, distinguishing billable services from included support to drive revenue.
- Customer Escalation Management: Handle daily customer escalations, prioritizing urgent issues, deploying resources effectively, and ensuring proactive issue resolution.
- Hands-On Customer Interaction: Engage directly with distributors, integrators, OEMs, and key customers to support business growth and satisfaction.
- Strategy and Efficiency: Develop strategies for the new support system, streamline operations with tools and technology, and optimize resource deployment.
- Team Leadership: Coach and mentor the team, manage performance reviews, and promote a collaborative, high-satisfaction work environment
