Manager, Partner Care

5 days ago

Taguig, National Capital Region, Philippines N-able Technologies Ltd. Full time
Why N-able

IT doesn't get better than this N-able isn't just another software company – we're going places, and we'd love for you to be a part of that journey. With N-ablites in more than 15 countries around the world, you're adding your unique voice to a diverse team of people who are supporting our customers, and one another. The Way We Work, our hybrid working model based on trust and flexibility, allows you to maximize your contributions while growing your career. Join a team where you can make a difference

The Manager, Partner Care oversees and manages a team of employees providing world-class customer service for our global partners, utilizing our award-winning network management software. The role adapts and implements projects in line with organizational goals and planning. Enhances processes within the department to maintain quality assurance and service levels.

What You'll Do

  1. Contribute to the creation and definition of monthly, quarterly, and annual KPIs and SLAs.
  2. Create and develop corrective improvement plans based on partner arrival patterns ensuring service levels are met or exceeded.
  3. Conduct periodic reviews of partner records to ensure data accuracy and completeness.
  4. Build positive relationships within own team and collaborate with business leaders to ensure processes are streamlined.
  5. Manage the day-to-day operations of the teams including recruiting, training, mentoring, motivating staff, and supporting team members in achieving business goals. Monitor department stats, coach supervisors, and ensure company guidelines and standards are being met.
  6. Define tasks and objectives and implement strategies to increase efficiency and effectiveness. Perform continuous reviews of all processes to ensure department is leveraging the most efficient way to do business.
  7. Motivate team to reach its full potential. Recognize and develop employee growth and create opportunities for high performance. Translate company goals into functional department and individual career goals and provide support and guidance to employees.
What You'll Bring

  1. Proven ability to lead and communicate with a diverse team of global resources; ability to motivate staff to achieve objectives.
  2. Strong change management skills.
  3. Advanced analytical capabilities with experience collecting and analyzing data, strong ability to identify and interpret trends and potential revenue-impacting issues.
  4. Proven ability to follow documented processes and create new processes and procedures in a timely manner; ability to prioritize, scope, plan, budget and execute to independently move projects forward.
  5. Proven ability to maintain confidentiality of secure information.
  6. Advanced knowledge and familiarity with MS Office Suite; advanced Excel capabilities (pivot tables, vLookup).
  7. Ability to multi-task and work within a team environment.
  8. 5 years' progressive partner service experience.
  9. 2+ years of demonstrated partner service management experience in a high volume, high growth partner-focused environment.
Purple Perks

  1. Medical and dental insurance.
  2. Generous PTO and observed holidays.
  3. 2 Paid VoluNteer Days per year.
  4. Employee Stock Purchase Program.
  5. Pension with company-contribution.
  6. Weekly lunch allowance, Monthly grab & go onsite pantry allowance.
  7. Monthly internet allowance.
  8. De Minimis - monthly allowance.
  9. FuN-raising opportunities as part of our giving program.
  10. N-ablite Learning – custom learning experience as part of our investment in you.
  11. The Way We Work – our hybrid working model based on trust and flexibility.
About N-able

At N-able, Inc. (NYSE: NABL), we are a global software company that turns IT possibilities into capabilities. That means we partner with technology leaders who support companies around the world by offering secure infrastructure and tools to navigate their evolving IT needs. We build strong relationships with our customers to help them thrive at every stage of growth, and at the heart of this effort is our network of N-ablites—a global team of extraordinary, diverse creators who are dedicated to making a difference in how our partners do IT.

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