Latam CSS Partner Services PM

Job Category: Customer Service & Support
Location: Las Colinas, TX, US
Job ID: 823125-101430
Division: Services & Support

The LATAM Partner Services within the LATAM Customer Service and Support Business Unit is responsible to envisioning, design, planning, deployment, and delivery management of Partner Service capabilities through diverse contact channels to guarantee an optimal Partner experience. LATAM Partner Services capabilities include but are not limited to: a) Consulting services for pre-sales and product/service deployment, b) voice of the Partner insights, c) processes definition and management, d) operation management, e) readiness planning for Partners in region and management of execution of Partner readiness plans, f) system and tools support and g) quality compliance. Contact channels include, but are not limited to, a) phone, b) chat, c) e-mail, d) social media, and e) online self-help.

We are looking for a passionate individual with strong Customer/Partner service and program management experience who wants to become a central part of the LATAM Global Partner Service organization's service delivery. The responsibilities below outline the crucial activities that this role will be accountable to deliver in order to ultimately enable our organization to accomplish key Partner service goals:

- Drive the team to help prepare LATAM Partners to sell new products and services
- Jointly (with the LATAM region) plan the technical training, workshops, chalk-talks and events for Partners in the region. Ensure plans meet with regional PSRI and Practice Accelerator targets
- Jointly with Global Partner Services ensure planning of enablement events, for LATAM, meets the World Wide Partner Group requirements, targets and timelines
- Work with other regions to provide availability of Spanish and Portuguese enablement events
- Become the Voice of the Partner by data mining information from Partner tools and presenting the information to LATAM, World Wide Partner Group, Global Partner Services and LATAM CSS. These insights will allow all stakeholders to identify actionable items that would impact Partner sales in the region
- Provide escalation management for issue related to training, VoP, raised by the Partner Technical Consultants in the course of their interactions with Partners
- Work with the LATAM region to ensure the team is driving to the LATAM Partner priorities
- Work with Global to implement in LATAM the WPG strategy for Partners
- Ensure appropriate policies and guidelines are adhere to
- Drive excellence by performing detailed analysis of contact types and Partner satisfaction and determining actions to increase performance.
- Identify process improvement opportunities and drive projects to close the gaps
- Drive internal satisfaction, credibility and trust by developing partnerships with various groups across the business.
- Achieve CPE and operational goals as set forth by the role's business unit

Required Basic Qualifications
- Bachelor degree in IT or related field
- 3+ years of technical support or operational experience
- Excellent communications written and verbal skills/English + Spanish or English + Portuguese
- Demonstrated analytical and critical thinking skills
- Coaching and mentoring
- Detailed oriented
- Passion for technology and Partners
- Excellent presentation and communication skills, at an executive level
- Process improvement and change management experience

Preferred Basic Qualifications
- MBA or Master in related field
- 2+ years people management
- 5+ years technical support or operational experience
- Consulting management experience

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