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Partner Service Delivery Manager with English and Spanish (Temporary Position)

HP

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Description

Job specifics/responsibilities:

  • New Partner Setup
  • Educate partners – self-sufficiency/engagement model.
  • Deliver operational trainings (Ops guide, how to interface with HP, etc.)
  • Communicate Operations Guide changes, program changes, etc.
  • Be the main point of contact for all matters pertaining to partner enquiries, acting as first line contact and taking ownership for queries end to end.
  • Ensure a close working relationship with assigned accounts.
  • Ensure assigned partners make correct financial warranty claims where applicable
  • Ensure all assigned accounts are meeting operational targets within Accreditation metrics
  • Ensure assigned partners deliver high quality customer satisfaction in service delivery to customers.
  • Take ownership of partner issues and work to satisfactory resolution
  • Support and motivate channel Partners to achieve end results
  • Help to drive operational improvements for assigned accounts
  • Act as escalation point for all partner escalations
  • Work under own initiative and take ownership of issues, ensuring best in class support to partners and customers
  • Develop a very close working relationship with (country/region) channel team, attending all reviews when required

Key deliverables/accountabilities:

  • Ensure that assigned channel partners deliver high quality services to customers

Working relationships:

Internal

  • PPS EMEA CSS RSPM Team;
  • PPS EMEA CSS Region/Sub-region/Country/Tower Teams

External

  • Channel Partners Representatives

Education (degree) and professional experience required:

  • Bachelor/Master in Business or related
  • Experience in virtual team environment
  • 1-2 years of experience in service delivery is an advantage
  • Understanding of channel partner business model is an advantage

Other requirements:

  • Fluent in written and verbal English and Spanish is a must.
  • Fluency in other European languages is an advantage

Personal skills and qualities:

  • Strong communication skills; Positive can-do attitude; Customer centric approach
  • Out of the box thinking – able to find solutions
  • Strong communication and influencing skills; Excellent teamwork skills
  • Able to apply tools and technology to produce results
  • Able to understand global business processes and identify impact of change
  • Able to work in a pressured environment working to tight timescales
  • 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, analytical skills
  • Self-motivated
  • Team player

Technical skills (procedures and documents the employee has to be acquainted with):

  • MS Office
  • Reporting/Data management/Business analyses will be considered an advantage.
Vacancy type
  • Full time
Industry
  • Customer Service
Job start date
  • 28/09/2024
Location
  • Sofia, Bulgaria

    Get Directions

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