The Global Partner Service Delivery team within our client's company is responsible for the delivery of support and enablement services to partners, and as such, works towards ensuring partner and customer satisfaction, and to accelerate partner sales and adoption of the company's technologies.
Develop a relationship with designated partners to provide “best in class” technical and architectural enablement services.
Spend about 70% of your time on the preparation and delivery of pro-active service sessions to partners (Remote voice/web support to facilitate all technical enablement activities of the partner; New product information; Ramp-up and quality assurance).
Be assigned to partners and act as the central point of contact for all support issues.
Identify specific service needs of partners and take responsibility for meeting these needs pro-actively.
Deliver monthly reports on service delivery and recommendations.
Consults on appropriate remote services for the partner to support the development, implementation and operations by the partner of the company's software-based solution.
Native German speaker.
University Degree (combination of business and technical education).
Excellent verbal and written communication skills in English.
Customer focus and service-oriented attitude.
Knowledge and understanding in-depth of volume business processes.
Exposure to key characteristics of the Small and Medium Enterprises and Partner environments.
Strong coordination and alignment capabilities in regard to content research, collection and creation.
Practices attentive and active listening, has patience to hear people out and can accurately restate and respond to issues and concerns.
Have confidence in presenting to partners using remote technologies such as NetMeeting. Experience in remote selling would be an advantage.
Basic experience with programming languages like C++, VC++ (Win32, MFC), Java, Visual Basic, SQL, ABAP, XML.
2 years work experience in a Sales, Support or IT environment.
Proven knowledge and experience in the IT segment, particularly in service and support operations, experience in proactive service delivery is beneficial.
Work experience in global teams and reporting experience.