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Partner Service Manager - Team Lead

  • Berlin, Berlin, Germany
  • n/a, Hamburg, Germany
  • none, Greater London, United Kingdom
  • Rotterdam, Zuid-Holland, Netherlands
  • N/A, England, United Kingdom
  • Málaga, Andalucía, Spain
+5 more
Cloud & Delivery - Customer Service

Job description

Anywhere365® is the world's first certified Microsoft Teams Cloud Contact Center and Dialogue Management solution. We are on a mission to create a "Mind-blowing" customer experience for global enterprises. 

As a Partner Service Manager, you will be a key member of the Customer Service and Operations team, playing a pivotal role in managing and nurturing relationships with our customers and strategic partners. By working closely with our partners to understand customer needs, you ensure optimal customer satisfaction, adoption, and success with our products and services. Your extensive expertise in partnership management, customer success management, and service delivery within the software industry enables you to develop effective strategies and solutions. Additionally, you will lead a team of professionals, guiding and mentoring them to achieve both team and organizational goals. Our goal is to achieve high levels of customer satisfaction by delivering solutions that exceed our customer's expectations. 

Join us in embodying our values - "We Are 1 Anywhere, Customer First, Dare to Venture and Enjoy the Ride".

Please note: We are seeking a Senior Manager/Team Lead with extensive experience in Partnership Management, Partner Satisfaction, and Service Delivery. This role extends beyond typical Account Manager, Sales/Business Development, or Incident and Service Manager position

Job requirements

Key roles and responsibilities:

  • Cultivate strong relationships with Customers and Partners to enhance Customer Satisfaction & Adoption.
  • Partner Capability Optimization ensures knowledge and competence are enabled and embedded.
  • Implement Partner Excellence strategies and best practices that demonstrate the advantages of A365 products.
  • Lead a team of Partner Service Managers, providing guidance, support, and performance management.
  • Collaborate Customers, Partners, Support, Professional Services, and Development to ensure cohesive partner management and service delivery.
  • Communicate effectively with internal stakeholders, providing updates on partner issues, service performance, and improvement initiatives.
  • A365 Engagement -ensures services delivered are met and aligned to quality standards and service level agreements (SLAs).

Why we would like to have a dialogue with you

We pick competencies over skills and experience. Can you convince us that you possess the following competencies:

  1. Customer centricity: providing high-quality service to customers.
  2. Customer satisfaction: meet and manage customer's expectations.
  3. Proactiveness: anticipating potential challenges/opportunities and demonstrating proactive problem-solving.
  4. Collaboration: work effectively with others, and build strong relationships based on trust and respect.
  5. Communication: clear and efficient communication across the organization.
  6. Empathy: connecting and responding with sensitivity and compassion.
  7. Leadership: inspire and motivate others, foster a shared purpose, and lead by example.

Competencies are key, but to be successful in this role you need to bring a few essentials to kickstart the conversation:

  • 5+ years of proven track record of Customer Success in the SaaS / Software industry.
  • Knowledge of customer success best practices and the ability to tailor and implement these strategies for partners and indirect customers
  • Engage in high-level collaboration and communication with C-level stakeholders, as well as teams from Support, Professional Services, Product, and Cloud.
  • Advanced leadership abilities and competencies, and embedded/coached new working practices.
  • Proficient in change management, service & quality management, and process improvements.
  • Technical proficiency in SaaS platforms, Microsoft, Service Now, and ITIL framework.

Some last notes

This job opportunity is only open to candidates based in AW hub locations like the Netherlands (NL), Germany (DE), Spain (ES), Belgium (BL), France (FR),  the United Kingdom (UK) and the United States (East Coast) . (Additional for NL candidates : As we have a remote working policy in The Netherlands, we expect you to be at the office twice a week)

Is chaos a bit of a guilty pleasure for you? Then be prepared for some excitement because no day is the same at Anywhere365 and enjoy the ride. These difficult roads will substantially add value to your development and work experience because they often lead to beautiful destinations!

But the real reason to choose us? You get the opportunity to experience what it's like to work with proud, smart, devoted and cooperative colleagues who are passionate about our dialogue products and Microsoft technology. Just like you, they go the extra mile to deliver top-notch solutions. If this sounds like what you’re looking for to find in a team, then we definitely tick that box!

Anywhere365 is committed to creating a diverse environment and is proud to be an equal-opportunity employer. We accept difference and we thrive on it for the benefit of our employees, our products, and our community.

Please note that we have a background check policy. The background check differs per country and position. If you would like to know more, the recruiters are happy to answer any questions.