Partner Care Manager
- 年収 500 〜 600万円
We lead the world in cyber protection - solving safety, accessibility, privacy, authenticity, and security (SAPAS) challenges with innovative backup, security, disaster recovery, and enterprise file sync and share solutions that run in hybrid cloud environments: on-premises, in the cloud, or at the edge. Enhanced by AI technologies and blockchain-based data authentication, we protect all data, applications and systems in any environment, including physical, virtual, cloud, and mobile.
With dual headquarters in Switzerland and Singapore, our protects the data of more than 5 million consumers and 500,000 businesses in over 150 countries and 20 languages.
The focus of this position is to ensure high quality correspondence for our partners and distributors, replying to enquiries in a timely manner, ensuring partner/distributor satisfaction.
・Reply to Email enquiries by mail or phone as necessary
・Answer to incoming calls for partners and distributors
・Provide business level formality toward all partners/distributors
・Proactively search for enquiries answers within the available resources
・Instruct partners/distributors on how to create a tech support case every time the enquiry mail is subject to technical matter
・Forward all potential sales related enquiries other than order details verification to net new sales representative or renewal sales representative in accordance with each situation
・Create leads and forward to the cloud team if any reseller expresses interest towards our service provider program
・Create documentation/presentation to instruct partners/distributors on how to verify the correct SKU and certification number for them to submit the orders without any confirmation with us.
・Work closely with the Partner Success Manager to hold one webinar session to partners per quarter to instruct how to use the partner portal, and other resource to get the information they need
・Report all incidence, errors, complaints, enhancement request to the appropriate team
・Conduct quarterly review meeting providing the summary of the quarter with tendencies of the enquiries with concrete numbers
・Keep good CSAT at all time (non-controllable factors will be discarded if properly handled)
・Handle the provided minimum threshold of the number of enquiries
・Document and manage the archived enquiries in an organized manner
- ・Ideal candidate must be self-motivated with a proven record of accomplishment in customer or channel facing correspondence
・Ideal candidate must have experience working in geographically distributed and culturally diverse teams
・Excellent risk, and relationship management skills
・Excellent communications, interpersonal, and presentation skills
・2+ years in Client Service, Customer Success, Partner Success, Support, or any other role with heavy volume of daily external communication
・Experience in any global IT company
・Ability to interact and communicate with multiple stakeholders
・Ability to adapt to new systems, tools, and workflow
・Having critical thinking and being pragmatic
・Excellent time and task management skills
- 年収 500 〜 600万円
- その他 コンサルティング