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Partner Care Specialist

1 week ago

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

About N-able Technologies Ltd.

Our Vision

We are a global software company that turns IT possibilities into capabilities. We partner with technology leaders who support companies around the world by offering secure infrastructure and tools to navigate their evolving IT needs.

The Role

The Manager, Partner Care is responsible for overseeing and managing a team of employees providing world-class customer service for our global partners. This role adapts and implements projects in line with organizational goals and planning, enhancing processes within the department to maintain quality assurance and service levels.

Key Responsibilities
  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.
  6. Define tasks and objectives and implement strategies to increase efficiency and effectiveness.
  7. Motivate team to reach its full potential. Recognize and develop employee growth and create opportunities for high performance.
Requirements
  • Proven ability to lead and communicate with a diverse team of global resources; ability to motivate staff to achieve objectives.
  • Strong change management skills.
  • Advanced analytical capabilities with experience collecting and analyzing data, strong ability to identify and interpret trends and potential revenue-impacting issues.
  • 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.
  • Proven ability to maintain confidentiality of secure information.
  • Advanced knowledge and familiarity with MS Office Suite; advanced Excel capabilities (pivot tables, vLookup).
  • Ability to multi-task and work within a team environment.
  • 5 years' progressive partner service experience.
  • 2+ years of demonstrated partner service management experience in a high volume, high growth partner-focused environment.