Senior Partner Support Manager – ERP

📋 Description

• Implement the Partner Support Strategy – Convert the strategy outlined by the Partner Engagement Director into actionable initiatives.

• Lead the Partner Support Pod – Oversee and direct the Partner Support Pod operating within an Agile framework.

• Manage Support Operations and Backlog – Collaborate with Support Management to prioritize and manage the partner support backlog.

• Serve as Senior Partner Contact – Act as a reliable point of contact for partners regarding support-related matters.

• Supervise Partner Issues and Escalations – Function as a senior escalation point for complex or significant partner challenges.

• Facilitate Cross-Functional Execution – Collaborate closely with teams in Product, Engineering, Cloud Operations, Customer Success, and Business Improvement.

• Oversee Performance Monitoring and Enhancement – Track and analyze support key performance indicators (KPIs).

• Promote Process, Tooling, and Operational Enhancements – Identify inefficiencies and recurring challenges.

• Support Partner Enablement and Adoption – Implement partner enablement initiatives.

• Improve Support Documentation and Knowledge – Work in partnership with the Business Improvement Team to enhance the quality of the knowledge base.

• Facilitate Agile Processes and Delivery Routines – Ensure effective Agile practices and promote continuous improvement.

• Provide Insights and Recommendations – Act as a strategic partner to the Partner Engagement Director.

• Contribute to Partner Support Initiatives and Programs – Lead and participate in cross-functional initiatives and programs.

⛳️ Requirements

• Demonstrated experience in a Partner Support, Customer Support, or Partner/Customer Success role within a SaaS or ERP setting.

• Familiarity with partner ecosystems (e.g., implementation partners, resellers, system integrators).

• Strong understanding of support operations, including ticketing processes, SLAs, and escalation management.

• Experience working in or in conjunction with Agile environments.

• Proven ability to collaborate with cross-functional teams such as Product, Engineering, and Customer Success.

🏝️ Benefits

• A culture built on trust - granting you the freedom and autonomy to achieve success.

• Balance - with our uncapped time off policy, remote working opportunities, and Global Wellbeing Days for the entire company to prioritize well-being.

• Talented colleagues, role models, and mentors - work, learn, and draw inspiration from some of the best talent in the software industry.

• A commitment to sustainability - through initiatives such as our Act4Good program, allowing everyone at Unit4 to unite and engage in actions that benefit society and the planet.

• A safe and inclusive working environment – supported by our Employee Resource Groups, which are open to all and include Women at Unit4, Pride at Unit4, Mental Health and Access at Unit4, and People of Color at Unit4.