Partner Engagement Manager

vor 4 Wochen

Berlin, Berlin, Deutschland Lucanet Vollzeit

Position Overview:

The Partner Engagement Manager is pivotal in fostering productive alliances with our partners, ensuring the ongoing growth and satisfaction of these relationships. This role encompasses the onboarding, training, and support of partners, equipping them with the necessary resources to adapt to market changes and effectively deliver our solutions. The PSM will also significantly contribute to our NPS survey initiatives, promoting high engagement and satisfaction levels among partners and their customers. Furthermore, the PSM will oversee the continuous improvement of our Partner Certifications and Programs, underscoring our dedication to partner success and customer contentment.

Key Responsibilities:

  • Relationship Management: Proactively cultivate and enhance robust relationships with current partners, identifying and leveraging opportunities for sustainable growth. This includes conducting regular performance assessments, feedback discussions, and strategic planning sessions in collaboration with the Partner Sales and Marketing Team.
  • Onboarding and Training: Design and implement thorough training initiatives focused on our product offerings and partner programs, ensuring partners are well-equipped to enhance customer satisfaction.
  • Certification and Program Enhancement: Regularly refine and elevate Partner Certifications and Programs, ensuring they remain pertinent and beneficial to our partners while aligning with the business objectives of Lucanet Group.
  • Challenge Resolution: Assist partners in overcoming obstacles that hinder their ability to provide exceptional service to their customers.
  • Performance Analysis: Track and report on the effectiveness of the partner program, including enablement strategies and NPS outcomes, in collaboration with internal teams such as Partner Sales and Customer Success. Utilize insights to drive enhancements and communicate key metrics to senior leadership.
  • Feedback Integration: Act as an advocate for partners and their customers within Lucanet Group, delivering insights to product and engineering teams to inform future product developments. Manage partner surveys and initiate actions based on analyzed feedback.
  • NPS Oversight: Collaborate closely with the Customer Success team to tailor the NPS process to meet 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 Development: Strategically improve and expand our partners' service offerings, overseeing their implementation within Lucanet.
  • Tool Optimization: Evaluate and enhance the partner experience through the use of 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 Skills: Proven ability to nurture and expand strong partnerships. [ESSENTIAL]
  • Experience in Partner/Customer Success: Demonstrated capability to enhance and develop partner service offerings strategically. [ESSENTIAL]
  • Financial Acumen: Familiarity with financial reporting tools and concepts, supported by a background in Business Administration or experience in a financial setting.
  • SaaS Knowledge: While not directly resolving technical issues, a foundational understanding of SaaS operations and concepts is advantageous. Previous experience in a SaaS environment is a plus.
  • Adaptability: Comfortable operating in a dynamic, international setting, showcasing independence and self-motivation.
  • DACH Market Insight: A solid understanding of the DACH market and familiarity with Salesforce is beneficial.
  • Willingness to Travel: Open to travel within the DACH region as necessary.

Employee Benefits:

  • LucaFlex: Flexibility in determining your work schedule and location to suit your needs.
  • Mobile Work Options: Opportunities for remote work or sabbaticals to refresh and inspire creativity.
  • Compensation and Pension Plan: Commitment to fair compensation and support for future financial security through pension plans and allowances.
  • Learning and Development: Encouragement to pursue knowledge and personal growth with allocated time and budget.
  • Health and Wellbeing: Programs to support mental health and overall wellbeing, promoting productivity and fitness.
  • Generous Vacation Policy: Encouragement to take time off for relaxation and rejuvenation.
  • Team Collaboration: A culture of teamwork and celebration, fostering a sense of community.
  • Targeted Development Support: Focused employee development processes to aid personal and professional growth.
  • Charity Support: Encouragement to engage in charitable activities during work hours.
  • Bike Program: Partnership with JobRad to support employees in finding their ideal bicycle.
  • Employee Discounts: Access to various discounts through our corporate benefits partner.

Commitment to Diversity:

At Lucanet, we value the unique contributions of each individual and strive to create an inclusive workplace where everyone can thrive. We believe that diverse perspectives drive innovation and success. We assess candidates based on qualifications and merit, welcoming individuals from all backgrounds, 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, even if you do not meet every single requirement listed.

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