Unit4
Information Technology And Services
SeniorPartnerSupportManagerERP
“Senior Partner Support Manager - ERP at Unit4. Skills: Partner Support, ERP, SaaS, Agile, cross-functional alignment, operationalizing, scalable, high-quality support delivery, continuous improvement, partner experience, operational leader, trusted advisor, strategic priorities, effective execution, driving cross-functional alignment, Partner Support operates at scale. Execute Partner Support Strategy. Lead Partner Support Pod”
What You'll Achieve.
operationalizing the Partner Support strategy; ensuring scalable, high-quality support delivery; continuously improving the partner experience; ensuring Partner Support operates at scale; ensuring high performance, delivery quality, and continuous improvement; ensuring alignment with strategic priorities and operational efficiency; ensuring a consistent, high-quality support experience; driving cross-functional resolution; ensuring SLA adherence; focusing on root cause prevention; remove blockers, and accelerate resolution of partner-impacting issues; Track and analyze support KPIs (e.g., SLA compliance, resolution times, partner satisfaction); proactively identifying trends and driving continuous improvement initiatives; enhance scalability and efficiency; enabling greater partner self-sufficiency; drive continuous improvement in team execution and delivery quality; providing data-driven insights, surfacing risks, and recommending improvements to evolve the Partner Support function; ensuring successful execution and alignment with broader organizational goals
Industry & Context.
problem-solving skills; proactive and solution-oriented approach; driving continuous improvement initiatives; Identify inefficiencies and recurring issues; driving continuous improvement
This role may require security clearance required for customer projects and access to sensitive (customer) data., Subject to applicable local laws, such security checks may require disclosure of personal information including criminal record declaration, right to work, personal identification and work history.
What They're Looking For.
Must Have
Proven experience in a Partner Support, Customer Support, or Partner/Customer Success role within a SaaS or ERP environment., Experience working with partner ecosystems (e.g., implementation partners, resellers, system integrators)., Solid understanding of support operations, including ticketing processes, SLAs, and escalation management., Experience working in or alongside Agile environments., Demonstrated experience collaborating with cross-functional teams such as Product, Engineering, and Customer Success.
What You'll Do.
Execute Partner Support Strategy
Lead Partner Support Pod
Own Support Operations and Backlog Management
Act as Senior Partner Contact
Oversee Partner Issues and Escalations
Drive Cross-Functional Execution
Own Performance Monitoring and Improvement
and Operational Improvements
Support Partner Enablement and Adoption
Enhance Support Documentation and Knowledge
Facilitate Agile Processes and Delivery Routines
Provide Insights and Recommendations
Support Partner Support Initiatives and Programs
How You'll Work.
Team & Collaboration
driving cross-functional alignment; Work closely with Product, Engineering, Cloud Operations, Customer Success, and Business Improvement teams to ensure alignment, remove blockers, and accelerate resolution of partner-impacting issues.; Partner with the Business Improvement Team to improve knowledge base quality, documentation, and playbooks, enabling greater partner self-sufficiency.; contribute to cross-functional initiatives and programs
Communication Scope
Excellent communication and stakeholder management skills, including handling complex or high-impact situations.
Process & Methodology
coordination, prioritization, driving execution across multiple topics and stakeholders
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