Summary

Acronis is seeking Partner Satisfaction Manager, reporting to the Sales Enablement Manager. This role requires hand in hand work with Partner Account Managers and Sales Representatives helping them drive high satisfaction with products and services provided by different departments within the company. Escalate technical issues for timely resolution and improving partner, prospect and customer satisfaction. The person on this position will be responsible for gathering, analyzing, and reporting on process gaps and necessary improvements that will positively impact ease of doing business with Acronis

Responsibilities

  • Prepare required business reports, monitoring performance within sales and technical support departments daily to ensure compliance.
  • Facilitate communications between technical support, sales representatives, partners
  • Assist Partner Account Managers in making sure support tickets submitted by Partners are answered and resolved in timely manner
  • Review support tickets associated with open sales opportunities, ensure fast and quality support by communicating with Support Management team and escalating issues
  • Weekly support tickets reviews with Support Management team to identify issues in the process, knowledge gaps and suggest areas of improvement
  • Collect feedback from Partners, Customers and Prospects about ease of doing business with Acronis. Provide suggestions on simplifying and improving existing processes and tools
  • Identify, create and facilitate process design changes by conducting business and systems process analysis
  • Focusing on quality improvement and data management; ensuring data is reliable and valid; developing process improvements or re-engineering and recommending elimination; integrating new systems and processes with existing ones; and partnering with internal and external customers to ensure systems provided meet the long-term business strategies
  • Assess business process and system inefficiencies
  • Identify ways to increase adoption and partner satisfaction

Requirements

  • Experience in providing technical support; customer service to end customers and resellers / service providers
  • Good technical expertise
  • Proficiency in English
  • Working knowledge of Salesforce
  • Awareness of industry’s latest technology trends and applications
  • Ability to think strategically and to lead
  • Strong client-facing and communication skills
  • Advanced troubleshooting and multi-tasking skills
  • Customer service orientation

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