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Partner Success 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
  • Atlanta, Georgia, United States
  • USA, Georgia, United States
+7 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.

The Role:

At Anywhere 365, we seek a Partner Success Manager Team Lead who embodies strong trust-based relationships with Partners and Customers. As a customer-centric manager, you'll oversee operational relationships across our Partner, Support, Delivery, Sales, Product, and Cloud teams, fostering collaboration and enhancing customer and partner satisfaction. You'll define Partner Success strategies, design processes, and ensure continuous improvement in our service delivery at Anywhere365. Additionally, you will lead a team of professionals, guiding and mentoring them to achieve team and organizational goals. Part of this role involves steering operations matters on a tactical level; reporting (e.g., SLAs), and summarizing and directing lessons learned to designated individuals and departments to prevent escalations. The ideal candidate should have a background in Customer Success Management, Partnership Management, and Service Delivery within the software industry.

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

So, what will you be doing? 

  • Lead a team of Partner Success Managers, providing them guidance, support, and performance management, all while mentoring and developing team members. Fostering a culture of professional growth and ensuring high performance;
  • Cultivate strong partner relationships and lead innovative projects to enhance partner and customer satisfaction;
  • Responsible for designing, driving and implementing partner/customer success and excellence strategies, methodologies and best practices which are aligned with Anywhere365’s mission and vision, while implementing partner enablement and awareness programs for platform adoption;
  • Work closely with partners, customers, support, professional services and product development to ensure cohesive partner management and service delivery;
  • Communicate effectively with internal and external stakeholders: providing updates on partner issues, service performance, and improvement initiatives;
  • Advise on product development strategy based on partner feedback and needs;
  • Ensure Anywhere365' services are met and aligned to quality standards and service level agreements (SLAs) and continuously improve service delivery processes;
  • Track and analyze service performance metrics to identify trends, areas for improvement, and successes and use data insights to drive decision-making and strategic planning
  • Prepare and present regular reports on service performance, team activities, and partner satisfaction.

Job requirements

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:

We pick character over skills:

  • Leadership: The ability to inspire and motivate others, foster a sense of shared purpose, and lead by example.
  • Communication: The ability to communicate clearly and effectively with individuals across and outside of the organization, and to be responsive to their needs and concerns;
  • Empathy: : The ability to understand and connect with the emotions and experiences of customers, and to respond with sensitivity and compassion
  • Customer centricity: The ability to provide high-quality service (to customers), including understanding their needs, solving problems, and responding to feedback.
  • Customer satisfaction: The ability to effectively meet customer demands and exceed their expectations, leading to their fulfilment and positive evaluation of a product and service;
  • Proactiveness: The ability to anticipate and take initiative in addressing potential challenges or opportunities before they arise, demonstrating foresight and proactive problem-solving;
  • Collaboration: The ability to work effectively with others and to build strong relationships based on trust and mutual respect, recognizing that
    everyone has something to contribute.

Please note: We are looking for a Senior Manager / Team lead whose experiences are focused on Partnership, Partner Satisfaction and Excellence, and Service Delivery. This position goes beyond roles such as Account Manager, Sales/Business Development, or Incident and Service Manager roles.

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

To succeed in this role, candidates must meet the following criteria:

  • Extensive experience within the field of customer and/or partner success management;
  • Proven experience with the implementation and adoption of customer success management methodologies and strategies, increasing customer satisfaction, retention and sales;
  • Has previously led a team of partner/customer success managers;
  • Extensive experience in a customer-facing role;
  • Technical proficiency in SaaS platforms, Microsoft, Service Now, and ITIL framework;
  • Experience in change management, service & quality management, and continuous improvement.

Some last notes

This job opportunity is only open to candidates based in AW hub locations like the Netherlands (NL), United Kingdom, Germany (DE) and Spain (ES).

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.