People Management
• Managers deliver success through empowerment and accountability by modeling, coaching, and caring.
• Model - Live our culture; Embody our values; Practice our leadership principles.
• Coach - Define team objectives and outcomes; Enable success across boundaries; Help the team adapt and learn.
• Care - Attract and retain great people; Know each individual’s capabilities and aspirations; Invest in the growth of others.
•Proactively reviews partner feedback (e.g., surveys) to identify and understand the drivers of satisfaction and dissatisfaction, determine the root cause, and establish recovery actions to improve experience. Identifies trends and insights to determine best practices to develop, foster a partner-first culture, deliver positive customer experiences, and share those experiences with the team.
• Ensures team members use appropriate strategies to meet customer/partner requirements and constraints.
•Guides team members to position services with partners to drive awareness of what is available and how it fits their needs.
• Ensures that area team members understand customer/partner strategies and value propositions and coaches their team on representing the value proposition to partners.
Operational Excellence
• Monitors the recording of labor records for timeliness and accuracy.
• Monitors and coaches Partner Technical Consultants (PTCs) on proper logging of case status, recording of labor and activities on valid solutions, and timely engagement and follow up with partners. May perform case reviews and make recommendations to process efficiencies.
• Helps support Partner Technical Consultants (PTCs) to identify and obtain technical and professional skills and ensures that skill profiles are accurate and up-to-date. Ensures that technical and professional skills align with career development plan.
• Ensures that the delivery team is operating within defined budget (e.g., staffing, discretionary cost). Ensures proper staffing based on forecasting of business needs and budget.
Technical Expertise
• Ensures that the team has the necessary technical and professional skills within the solution area to deliver consultations and Webinars.
• Ensures that Partner Technical Consultants (PTCs) are maintaining up-to-date knowledge in intellectual property (IP). Ensures the appropriate balance of IP developments and delivery to partners.
• Ensures Partner Technical Consultants (PTCs) are accredited in all areas they deliver Webinars or one-on-one consultations. Reviews skill profiles to ensure sufficient coverage of intellectual property (IP).
• Engages with pre-identified field/subsidiary stakeholders to discuss opportunities and/or requirements of regional subsidiaries across solution areas. Collaborates with Service Account Managers (SAMs) to identify appropriate solutions for partners.
• Collaborates with the local One Commercial Partner (OCP) team to develop strategies on how to optimize the organization to meet partners'' needs.
• Embody our culture and values
