The Partner Care Executive will drive partners’ escalations with a focus on satisfaction through fast, effective resolution and appropriate communication.
The PCE will interact with various stakeholders throughout the company to resolve partner escalations and improve processes.
DUTIES AND RESPONSIBILITIES
Manage and respond to all inbound partner communication in a timely and helpful way
Drive timely effective resolution of partner escalations
Communicate statuses, next steps, and requirements with partners and internally
Maintain accurate records for reporting of relevant metrics
Interact with internal stakeholders to meet partner needs : Service Delivery, Product Management, Accounting, Sales, and Technical Account Managers
No expected travel
Demonstrated skill in managing customer service interactions
Strong communication, time management, and interpersonal skills
Technical aptitude in server, desktop, & network management
Basic understanding of business needs and priorities
Ability to assimilate new information quickly
Experience with CRM software, like Salesforce, is preferred
Experience working with IT Managed Services is preferred