Technical Account Services Manager- EMEA

Customer Success London, United Kingdom

With a large segment of our customers receiving services through Silver Peak Partners, The Silver Peak Customer Success Team is looking for an experienced, highly motivated Technical Account Services Manager to manage a segment of our growing Partner ecosystem.  Silver Peak’s Partner Programs are designed to foster relationships with various delivery partners ensuring the highest standards of customer service, customer success, technical expertise, and operational excellence and efficiency.

Reporting to the Senior Manager, Partner Programs, the person in this role will need to think strategically at a global level, exhibit operational excellence and extensive knowledge about Customer Success, deployment operations, case management, and provide accurate and timely deliverables, such as quarterly business reviews, case review meetings and scorecards.   In addition, the ability to be flexible and take on challenges outside of current knowledge and skill sets will be critical to achieving our Partner’s success.  You should have a unique mix of technical ability and account management skills to be successful in this position.  If you’ve got the relevant experience and ideas for how to solve complex business problems, then we would like to hear from you.

Primary responsibilities include:

  • Partner relationship management across a global complex partner portfolio
  • Manage business relationships with Partner(s), creating network of key contacts from senior executives to account management level to understand capabilities and competencies of partners to enable Partners for success with Silver Peak products
  • Act as the primary contact between Silver Peak and the assigned Partner(s)
  • Operate as an internal resource broker across the organization to solve for Partner needs
  • Work with our Global Sales Team to manage service level agreement contracts, ensure partner compliance with Silver Peak policies and operating procedures including ensuring adherence to contractual requirements and operating procedures and to drive high performance
  • Develop a win-win business environment for the Partner(s) and Silver Peak to ultimately provide the best customer experience
  • Work with Internal stakeholders – Procurement, Global Sales, IT, Deployment, and Support, and Success as appropriate to drive business

Key Skills required:

  • Bachelor’s Degree in a related field
  • 5+ years of customer service and support experience required; self-motivated, confident working at an executive account management level
  • Demonstrated experience in managing partners /vendors in customer service / managed services / contact center areas in the networking service/ technology industry
  • Strong collaboration skills and ability to operate across a matrixed global organization
  • Ability to create effective relationships, listen, communicate, influence, and collaborate cross-team at all organizational levels
  • Ability to demonstrate a working knowledge of networking protocols (TCP/IP, UDP)
  • Working experience with VLANs and IP subnetting
  • Working knowledge of the installation and configuration of virtual machines on major hypervisors (VMware, Hyper-V)
  • Competent troubleshooting skills on the installation and configuration of hypervisors and operating systems
  • Ability to present to an audience of mixed roles and technical abilities within an organization