Partner Success Manager - North Bay, Canada - ThinkOn, Inc.

ThinkOn, Inc.

Verified Company

North Bay, Canada

3 weeks ago

Posted by:

Sophia Lee

beBee Recruiter

Description

ThinkOn is expanding its Service Delivery team Reporting to the Sr.

Director, Service Delivery, the
Partner Success Manager (PSM) will act as the designated customer service leader familiar with our Partners and Subscribers and their business needs.

This role is intended to ensure proactive, coordinated access to ThinkOn experts to accelerate case resolution, and strive to continuously improve ThinkOn's service delivery and customer experience.

The PSM is accountable for the operational account management provided to ThinkOn customers by leading and supporting ThinkOn technology teams to ensure optimal performance of ThinkOn's systems that support Partner and Subscribers.

This role will be responsible for coordinating the delivery of services, ensuring high-level of performance of our Partners and their Subscribers.

The Partner Success Manager must be capable of coordinating a team of internal and external staff, organizing projects, and collaborating closely with technical resources across ThinkOn.

The PSM will be a recognized expert in ThinkOn products, services, processes, communication, and best practices. Their primary mission is to achieve service delivery success and become the voice of the customer within ThinkOn.

You Will:

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Account Management - This role is accountable for an all-encompassing view of their account(s) including but not limited to ongoing issues, tickets, onboardings, offboardings and services offered.
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QBRs - Host formal Quarterly Business Reviews (QBRs) with key Partners to ensure we are delivering on customer commitments and adapting to required changes.
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Continuous Improvement - Analyzing existing IT systems and processes and working to continuously improve solutions and services.
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Escalations

Ensuring that customer escalations are addressed promptly by engaging the appropriate resources across ThinkOn.

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Proactive Problem Resolution - Proactively analyzing client problems, issues and challenges and addressing each by developing and executing on resolution plans.
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Project Coordination - Defining key resources required for tactical projects and presenting progress and delivery to all relevant stakeholders.
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Collaboration - Collaborating with technical staff within ThinkOn as well as at the Partner to create strategic plans to deliver services.
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Account Subject Matter Expertise

Work closely with sales and technical architects to help identify and assist with complex solutions and crosssell opportunities.

- ** Change Management
- **Working closely with technical teams to ensure seamless change management on client infrastructure by participating in weekly change advisory board meetings as required.
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Growth & Development - Attending workshops, training and scheduling refresher courses (internal and external) as required.

You Have:

A bachelor's degree in a Businessrelated field
Strong experience with large Account Management and Customer First Focused
Experience with Project Coordination/Management
Experience with Service Delivery and Engagement Coordination
Experience with Information Technology concepts, specifically in virtualization, IT Infrastructure, and Data Recovery
Experience in customer service and leadership preferred
General IT knowledge and a strong knowledge of the Microsoft Office Suite
Cloud IaaS knowledge is an asset
Strong customer service, project management, and quality control skills
Superb analytical, diagnostic, and troubleshooting skills
The ability to make important decisions in a fastpaced environment
Great interpersonal, facilitation and communication skills. An ability to gain the trust of all levels within a Partner and grow your relationship with them is key to success.
Good resource planning skills
French Language skills are an asset

Benefits and Perks:

A remotefirst culture
Competitive compensation package
Flexible timeoff for vacation; 5 personal days/year
Comprehensive health and dental benefits
A $1,000* Wellness & Learning allowance
Eligible to join the ThinkOn Group Retirement Savings Plan
Referral Bonuses for successful hires* _These benefits are for fulltime permanent employees only._

Think On, Incorporated:
Where Data Thrives

Founded in 2013, ThinkOn is a managed infrastructure services provider (MISP) with a global data center footprint, focused on empowering partners to do whatever they need to do with their data.

ThinkOn's team of data-obsessed experts protect clients' data like it's their own, making it more resilient, secure, actionable, and searchable.

ThinkOn is Channel First and works with a global network of value-add resellers and managed service providers to provide creative, turnkey Infrastructure-as-a-Service (IaaS), Disaster Recovery-as-a-Service (DRaaS), and Backup-as-a-Service (BaaS) solutions and data management services that are fast, flexible, scalable, highly secure, and cost-e