The Cloud Partnerships team is focused on accelerating the adoption of Google Cloud by attracting and growing partners who can engage and acquire new customers and make them successful. We expect to scale this business exponentially through partners. As such, in this role, you will build a partner program help desk experience across all aspects of the partner lifecycle.
The Cloud Partnerships team is dedicated to delivering programs that create value in our partners’ businesses. Our goal is to reward and recognize our partners’ successes, as they harness the collective strengths of our organizations to deliver an unparalleled experience for our customers. Ultimately accountable to Google Sales Leadership, you will work closely with multiple teams. As the Head of Global Partner Support Management, you will report to the Director of Global Partner Strategy and Programs.
Build the partner program help desk experience across all four aspects of a partnership - marketing, sales, technical, and partnership management - scaling as the Cloud grows. Implement our Partner Program changes (e.g. incentives, tiering, support) quickly.
Design a partner first approach to onboarding, contracts, and supporting our partners through their partnership lifecycle. Ensure that new partners to the ecosystem are trained and accredited as quickly as possible.
Deliver a positive, responsive “Partner Support” call center in order to answer incoming questions, and to address benefits and offerings to our partners worldwide.
Promote new initiatives and offers to our partners proactively in a scalable fashion, energizing our partner ecosystem. Oversee our Partner Support Centers, where approved partners can get individual support and resolve issues in regards to partner status, troubleshooting, etc.
Lead a highly motivated and talented team for the next generation of the program.
Qualifications
Minimum qualifications:
BA/BS degree or equivalent practical experience.
15 years of partner programs experience at an enterprise software (or cloud) company.
Experience running a call center or help desk for both inbound and outbound enquiries.
Experience in transition channel models, including cloud, SaaS, Services and Advisory Programs.
Preferred qualifications:
Master’s degree in Computer Science, a related field, or an MBA degree.
Demonstrated passion for partners and partner businesses, possessing the drive to achieve quick results and the capacity to assume increasing responsibility in a highly successful, fast-paced global organization.
Ability to manage numerous infrastructure projects simultaneously, driving them to successful completion, and working with a wide range of stakeholders and within tight timelines.
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