Strategic Partnerships Operations Manager

Visier believes that everyone can benefit from the power of people analytics. Companies across the world empower their leaders with our solution to make more insightful people decisions. To help our customers think about their journey more holistically, Visier partners with technology providers, SIs, and advisory firms. 

The Strategic Partnerships Operations Manager is responsible for ensuring the success of our Services Partner ecosystem in delivering an exceptional services and support experience to Visier customers. You will be a key team member by taking a data-driven approach to the impact of Strategic Partnerships, and advocating for our Partners, while ensuring Visier's industry leading experience standards are met through the customer journey. Reporting into the VP of Strategic Partnerships, you will manage and measure the success and opportunities within the ecosystem at the Services Partner Practice and resource level. 

This position requires an experienced operational individual who excels in data analysis, relationship management, and communication. To be a good fit for this position you will have at least 5 years of customer- and/or partner-facing, professional services, and technology experience.

What you'll be doing...

• Develop metrics and reporting for communicating the status and success of the Services Partner ecosystem. 
• Continually monitor training progress and training status of Services Partners - both at the firm and individual levels.
• Understand potential gaps in knowledge and expertise, partnering with our Enablement team to create partner enablement and development plans.
• Develop and manage Service Partner certification framework structure to adequately support Partner growth by developing a deep understanding of individual Service Partner capabilities, competencies, and resourcing.
• Work closely with key Strategic Partnerships counterparts in AMS, EMEA, and APAC for a holistic view of the ecosystem.  
• Expert knowledge of the sales, services, support offerings each Service Partner provides.
• Closely collaborate with global Delivery, Visier University, and Customer Success leadership to align on the right enablement and support for the partner ecosystem. 
• Effectively manage Partner certifications, release readiness and compliance across the ecosystem.
• Monitor best practices and ensure Partners are efficiently following Visier processes.
• Support Services Partner QBRs by providing overall performance, benchmarking and identification of zones of success and opportunities with partner practices.
• Setup Visier systems access for Services Partner users.
• Provision hardware for Services Partners.
• Continually forecast and track Services Partner delivery capacity.
• Manage GRC requirements and audits with Services Partners.
• Serve as a point of escalation for Services Partners and internal Visier stakeholders.
• Manage customer escalations with Service Partner Leadership and document for reference and discussion.
• Support onboarding of new Service Partner practices through the launch of first Visier Customer engagement.
• Connect Service Partner resources with the right education, programs, and resources to ensure success across practices.
• Provide Services Win Stories and successes back to Strategic Partnerships Directors for field engagement and business development
• Drive survey strategy to capture internal and external feedback quantitatively and qualitatively
• Manage continuous feedback loop with customers, partners and internal stakeholders
• Monitor and document service partner engagements within our customer base on a quarterly basis

What you'll bring to the table...

• 5+ years of experience in consulting in an enterprise-class customer SaaS environment
• 5+ years experience in relationship manager, account manager, or service delivery
• Prior management of System Integrator relationships - GSIs, regional, boutiques - a plus
• Ability to work in a diverse, fast paced environment while collaborating across functional and geographical teams.
• Demonstrated ability to build and maintain service-oriented relationships remotely and across multiple partners and internal stakeholders.
• Outstanding communication and interpersonal skills with the ability to navigate ambiguity and engage with all levels of an organization.
• Ability to multi-task and manage multiple tasks, partner and internal priorities simultaneously.
• Working knowledge of Talent Experience and Business Intelligence industry best practices.
• Consideration for privacy and security obligations.
• Curiosity, authenticity, imagination, and creativity to build world-class Services Partner programs that meet partner and Visier needs.
• Experience in a startup or emerging growth technology company delivering disruptive solutions to Fortune 2000 companies is an asset.

Most importantly, you share our values...

• You roll up your sleeves
• You make it easy
• You are proud
• You never stop learning
• You play to win

The base pay range for this position in USA is 162k - 198k / year + bonus

The compensation offered will be determined by factors such as relevant qualifications, experience, knowledge and skills. Many of our positions are eligible for additional types of compensation (e.g., commission plans, bonus, etc.) which our Talent Acquisition team will share with you if you interview for the role.