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Partner Service Manager

Apply Job ID 3042389 Primary Location All, Maryland, United States of America Other Location All, Connecticut, United States of America;All, District of Columbia, United States of America;All, Maine, United States of America;All, New York, United States of America;All, Pennsylvania, United States of America; Date posted 03/22/2019

We are looking for a Partner Service Manager to manage HP delivery related activities in North America in the Commercial Indirect Market, for a set of premier partners:

  • ensure operational excellence and customer satisfaction,
  • contribute to securing and developing HP business, from HW to services,
  • turn HP support & services into a key sales differentiator,
  • take an active and leading role in projects to improve customer services.

The main responsibilities are:

  • Manage strategic Delivery Business Partners across the partner life cycle management: selection, qualification, education, communication, operational performance management, compensation.
  • Manage communication with Partners (QBR's - quarterly business reviews - , Management of regular Communication, Escalation)
  • Build strong interactions with Sales and other key stakeholders.
  • Work jointly with the channel sales teams, being the Partner Business Managers (PBMs) companion in front of the Business Partner, on all the support and services aspect of the business relationship.
  • Keep the trust of the Business Partner at the highest level to make the Support a competitive advantage for HP
  • Drive the appropriate performance analysis and corrective action plans to close the gap with objectives and goals on operational performance, cost and customer satisfaction.
  • Ability to perform deep dive investigation and the lead on complex issues, involving many functions, internal and external stakeholders, local and remote contacts.
  • Manage the change in the commercial channel segment, from investigation to deployment, on all the initiatives driven by the CSS Organization: IT infrastructure, supply chain model, new service and new support offer.
  • Be able to lead complex business escalations resolutions, or engage the right people into the various Support Functions to get fast resolution.
  • Communicate and report to the stakeholders in the Support Organization.

Experience and Education:

  • Typically 5+ years to establish proven track record in directly related business.
  • Experience in Partner Account Management, Services or Support (preferred), Sales, Category and/or Procurement will be valuable assets.
  • Typically first level university degree or equivalent work experience; advanced degree is a plus

Others:

  • Language:  English. Other languages an advantage

Knowledge & Experience:

  • Minimum 5 years of experience preferably in services & support
  • In depth understanding of channel partner business model is an advantage
  • Good understanding of PSG and IPG products and business is an asset
  • Moderate level of planning, project management and change management skills
  • Moderate knowledge of Information Technology (IT) and services industry
  • Proactive approach of problem detection and analysis of root cause
  • Proficiency with desktop applications and familiarity with financial reporting tools
  • Good communication skills. Influence within same team and level.
  • Able to work in a pressured environment working to tight timescales

Qualifications:

  • Fluent in written and verbal English is a must. Other language is an advantage
  • Ability to generate strong relationships internally and externally
  • Ability to identify potential issues early on and work them to a satisfactory conclusion
  • Ability to operate effectively within a virtual (cross-cultural) team
  • Organized and methodical approach, self-motivated and Team player
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