IBM Customer Success Partner Manager 

United Kingdom, England, London 

270188252

Your Role and Responsibilities

Key Responsibilities:

• Identify partner education gaps to help us design and manage comprehensive partner enablement initiatives
• Collaborate with internal teams to create and maintain partner resources such product guides, Community content, and playbooks that partners can leverage to drive success.
• Track and analyze partner performance metrics, using data to refine training, support, and enablement strategies and enhance outcomes.
• Program Development: Create and maintain a structured partner program, including onboarding, certification, and performance monitoring, ensuring partners equipped to implement our software successfully.
• Build strong relationships and connect regularly with partners as well as internal partner-supporting teams.
• Gather and share feedback from partners with internal teams to drive continuous improvement in the partner experience and enablement strategies.
• Quality Assurance: Implement and oversee a rigorous quality assurance process to ensure partners deliver consistent, high-quality implementations that meet or exceed customer expectations.
• Advocate for partner issues and escalations
• Tracks the partner proficiency on our products
• Ensure partner proficiency on key processes
• Collaboration: Collaborate closely with internal teams such as Product, Sales, and Alliances ensure partner activities are aligned with customer goals and business objectives.
• Performance Monitoring: Establish KPIs and metrics to track and evaluate the success of partners, providing regular feedback and development plans, as necessary.
• Customer Advocacy: Function as an advocate for customers, ensuring their needs and feedback are communicated to partners and internal teams to drive continuous improvement.
• Problem Resolution: Address any challenges or issues with partner performance, ensuring quick and effective solutions to maintain high customer satisfaction.
• Continuous Improvement: Develop initiatives to improve the effectiveness of the partner program, ensuring scalability and efficiency as the company grows.
• Measure the health and success of partners and facilitates retrospective and QBR

Required Technical and Professional Expertise

• Degree in fields such as Business, Economics, Accounting, Data Analytics, or Computer Science preferred.
• 10+ years of enterprise Software-as-a-Service (SaaS) implementation or consulting experience with at least five years as a senior consultant or project manager.
• Experience leading and developing programs to support Partner success and Customer Success.

Essential Skills:

• Demonstrated client/ partner relationship building and people skills.
• Excellent organizational, analytical, and critical thinking skills.
• Client-focused attitude and ability to be a customer advocate.
• Collaborator, with effective and productive communication and presentation skills.
• Demonstrated experience with packaged application software implementation practices.
• Strong analytical and critical thinking skills, and ability to translate complex information into simple solution requirements.
• Experience in project and program management. with the ability to support simultaneous partner engagements implementing the Apptio SaaS solution, following Apptio methodology, and utilizing project management best practices.
• A proven history of meeting with senior management and executives as the subject matter expert.

Technical Skills:

• Understanding of IT infrastructure concepts
• Ability to break down complex information from customers into business-level requirements
• Understanding of data analysis/manipulation
• Certifications from AWS, Azure, GCP, or OCI are a plus

Preferred Technical and Professional Expertise