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Partner Service Manager

Remote, Hybrid
  • Rotterdam, Zuid-Holland, Netherlands
Cloud & Delivery - Customer Service

Job description

The Role:

At Anywhere365, we are looking for a Partner Success Service Manager, who embodies strong, trust-based relationships with Partners and Customers. As a customer-centric manager, you'll oversee operational relationships across our Support, Delivery, Sales, Product, and Cloud teams, fostering collaboration and enhancing customer and partner satisfaction. As an individual contributor in this role, you'll be responsible for defining service strategies, designing processes, and ensuring continuous improvement in our service delivery at Anywhere365. 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 partnership management, customer service, customer success management, and service delivery within the software industry. 

Key Responsibilities

  • Cultivate strong partner relationships to enhance customer satisfaction and experience. You’ll do this by leading and initiating projects together with partners and by participating in strategic sessions, aimed at the roll-out of new solutions and features of our software;
  • Design and execute a partner strategy to create enablement programs which are aligned with our mission and vision;
  • Design and implement processes and Best Practices that align with the organization’s long-term goals and continuously drive continuous innovative service improvement;
  • Monitor service delivery performance, and make sure we are meeting established service level agreements (SLAs);
  • Regularly generate reports and track key performance indicators (KPIs) to evaluate service excellence;
  • Identify and implement necessary changes and improvements in coordination with the operational chain;
  • Define service product roadmaps, features, and enhancements based on partner and customer feedback.

Job requirements

Why we would like to have a dialogue with you

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

  • Communication: The ability to communicate clearly and effectively with individuals across the organization, and to be responsive to their needs and concerns;
  • 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;
  • Empathy: The ability to understand and connect with the emotions and experiences of customers, and to respond with sensitivity and compassion;
  • Taking ownership: The ability to take full responsibility and accountability for tasks, projects, or actions, demonstrating a sense of commitment and dedication towards achieving desired outcomes;
  • Relationship-building: The ability to build strong relationships across the organization, and to establish a strong network of contacts and collaborators;
  • Perseverance: The ability to persist in the face of challenges or obstacles, and to continue working towards a goal despite setbacks or difficulties;
  • Teamwork: The ability to work effectively with others and to collaborate across departments and functions, recognizing that everyone in the company is working towards a common goal.

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

  • At least 5 years of work experience within the Software industry: CPaas, UCaaS, or SaaS in a scale-up environment;
  • Background experience as a Partner Success or Partner Service Manager, Partnership or Client Service Manager, or Customer Success Manager;
  • Proficient in leading and driving change management, service and quality management, and continuous improvements;
  • Ability to demonstrate experience liaising with C-level stakeholders, Support, Professional Service, Product & Cloud teams;
  • Technical proficiency in SaaS platforms, Microsoft, Service Now, ITIL framework, and other relevant (software) tools.

Some last notes

Hybrid or remote?

As we have a remote working policy in The Netherlands, we expect you to be at the office twice a week. In all the other countries, we have a remote working policy. As the location of this role is flexible (UK, ES or NL); it depends on the location of the role which benefits you'll enjoy. If you get invited for the first screening call with the recruiter, we are happy to tell you more about those.

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!