Partner Engagement Manager

vor 4 Wochen

Berlin, Berlin, Deutschland Lucanet Vollzeit

Position Overview:

The Partner Success Manager plays a pivotal role in fostering effective collaborations with our partners, driving the ongoing enhancement of our partnerships, and equipping them with essential resources for mutual growth and partner satisfaction. This encompasses onboarding, training, and the expansion of our partner network, ensuring they are adept at addressing the dynamic market demands and delivering our solutions successfully. The PSM is also integral to our NPS survey process, promoting high engagement and satisfaction levels among partners and their customers. Furthermore, as a PSM, you will oversee the continuous improvement of our Partner Certifications and Programs, underscoring our dedication to partner success and customer satisfaction.

Key Responsibilities:

  • Relationship Management: Proactively nurture and expand robust relationships with current partners, identifying and capitalizing on opportunities for sustainable growth. This includes conducting regular performance evaluations, feedback discussions, and strategic planning sessions in collaboration with the Partner Sales and Marketing Team.
  • Onboarding and Training: Design and implement comprehensive training initiatives in partnership with internal enablement teams to ensure partners are well-informed about our product offerings and partner programs, enabling them to enhance customer satisfaction.
  • Certification Development: Continuously refine and elevate Partner Certifications and Programs, ensuring they remain pertinent and beneficial to our partners while supporting the broader business objectives of Lucanet Group.
  • Issue Resolution: Assist partners in overcoming challenges that hinder their ability to provide exceptional service to their customers.
  • Performance Analysis: Track and report on the effectiveness of the partner program, enablement initiatives, and NPS outcomes in conjunction with other internal teams such as Partner Sales and Customer Success. Utilize insights to drive enhancements and communicate key metrics to senior leadership.
  • Feedback Management: Act as an advocate for partners and their customers within Lucanet Group, relaying feedback to product and engineering teams to influence future product development as necessary. Manage partner surveys and spearhead initiatives based on analyzed feedback.
  • NPS Coordination: Collaborate closely with the Customer Success team to tailor the NPS process to the specific needs of our partners and their clientele. Aim for high participation rates and leverage feedback to enhance partner and customer satisfaction.
  • Service Offering Enhancement: Strategically improve and develop our partners' service offerings and oversee the implementation of these services within Lucanet.
  • Tool Optimization: Evaluate and enhance the partner experience by leveraging tools and automation, such as Partner Portal, Planhat, and Learning Management Systems.

Qualifications:

  • Language Proficiency: Fluent in English and German, with a strong understanding of European business practices. [ESSENTIAL]
  • Relationship Building: Proven ability to maintain and grow strong relationships with existing partners. [ESSENTIAL]
  • Partner/Customer Success Expertise: Demonstrated experience in enhancing and developing partner service offerings from a strategic perspective. [ESSENTIAL]
  • Financial Acumen: Familiarity with financial reporting tools and concepts, supported by a degree in Business Administration or experience in a financial setting.
  • SaaS Knowledge: While not directly resolving technical issues, a foundational understanding of technical concepts and SaaS operations is advantageous. Previous experience in a SaaS environment is a plus.
  • Adaptability: Comfortable working in a fast-paced, international setting, exhibiting a high degree of independence and self-motivation.
  • DACH Market Insight: A solid understanding of the DACH market and familiarity with Salesforce will be beneficial.
  • Willingness to Travel: Open to travel within the DACH region as required.

Employee Benefits:

  • LucaFlex: Flexibility to determine your work schedule and location based on your needs.
  • Mobile Work Options: Opportunities for remote work or sabbaticals to enhance creativity and productivity.
  • Compensation and Pension Plan: Commitment to fair pay and support for future financial security through pension plans and allowances.
  • Learning & Development: Encouragement to pursue knowledge and inspiration with allocated time, space, and budget.
  • Health & Wellbeing: Programs designed to support mental health and overall wellbeing.
  • Generous Vacation Policy: Encouragement to take time off for relaxation and rejuvenation.
  • Team Collaboration: Emphasis on teamwork and celebrating collective achievements.
  • Lucanet.Engage: Targeted support for personal and professional development through an employee development process.
  • Charity Support: Encouragement to engage in charitable activities.
  • JobRad Partnership: Support for finding your ideal bike through our partnership with JobRad.
  • Staff Discounts: Access to various discounts through our corporate benefits partner.

Commitment to Diversity:

At Lucanet, we celebrate the uniqueness of our employees and are dedicated to fostering an inclusive work environment where everyone can thrive and feel respected. We assess candidates based on qualifications, merit, and business needs, welcoming individuals for who they are, regardless of gender identity, sexual orientation, personal expression, racial identity, ethnicity, religious belief, or disability status.

If you believe you would excel in this role, we encourage you to reach out and share your qualifications with us.

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